Refund policy

Last Updated: 10 December 2025

At Totohaat.com, we value your trust and aim to provide you with the best shopping experience for fashionable and quality-checked products. Our Return and Refund Policy has been carefully designed to ensure clarity, transparency, and convenience for our customers while maintaining the quality standards of our store.

This policy explains how returns, refunds, replacements, and cancellations are handled at Totohaat.com. By purchasing from our website, you agree to the terms outlined below.

1. Overview

Totohaat.com sells a range of fashion products, including clothing, accessories, footwear, and related items. We understand that sometimes a product may not meet your expectations due to size, color, fitting, or other reasons. To support a seamless shopping experience, we offer a clear and customer-friendly return system.

However, certain terms and conditions apply to ensure the safe handling of returned products and to maintain fairness for both customers and sellers.

2. Eligibility for Returns

To be eligible for a return, an item must meet the following conditions:

✔ Return Window

  • Returns must be requested within 7 days of delivery.

  • After 7 days, returns will not be accepted under any circumstances.

✔ Condition of the Product

Products must be:

  • Unused

  • Unwashed

  • Unworn

  • Unaltered

  • Free from stains, perfume, deodorant marks, scratches, and damage

  • Returned with all original tags, labels, accessories, and packaging intact

✔ Proof of Purchase

You must provide:

  • Order ID

  • Registered mobile number or email

  • Unboxing video (mandatory for all return claims)

✔ Unboxing Video (Important Requirement)

An unboxing video is compulsory for returns related to:

  • Wrong product received

  • Damaged product

  • Missing items

  • Defective product

The video must:

  • Show the parcel from all sides

  • Clearly show the opening process without cuts or pauses

  • Display the product condition immediately after opening

Returns without a valid unboxing video will be automatically rejected.

3. Non-Returnable Products

For hygiene, quality, and safety reasons, the following items cannot be returned:

  • Innerwear, lingerie, and nightwear

  • Socks and stockings

  • Cosmetics & beauty accessories

  • Custom-sized or personalized products

  • Clearance sale / discounted items (unless damaged)

  • Free gifts or promotional items

  • Accessories including earrings, nose pins, anklets, etc.

For fashion clothing such as shirts, t-shirts, dresses, jeans, kurtis, sarees, and tops—returns are accepted if the above eligibility criteria are met.

4. Reasons Accepted for Returns

We accept returns for the following valid reasons:

✔ Wrong product delivered

(e.g., different size, color, pattern, or style)

✔ Damaged product delivered

(physical damage, torn fabric, broken accessories)

✔ Defective product

(manufacturing defects)

✔ Size mismatch

(wrong size delivered compared to the order)

✔ Item differs from the website photos or description

5. Reasons NOT Accepted for Returns

Returns will not be accepted if:

  • The product is used, washed, stained, or altered

  • Tags or labels are missing

  • Packaging is damaged or missing

  • Damage is caused by improper handling after delivery

  • Customer changes mind after using the product

  • Customer dislikes the material but it matches the description

  • No proper unboxing video is provided

6. Return Process – Step by Step

We follow a simple and smooth return process:

Step 1 – Submit a Return Request

Contact us within 7 days of delivery via:

Email: Totohaat@gmail.com
Phone: 8392085510

Provide:

  • Order ID

  • Reason for return

  • Unboxing video & product images

Step 2 – Approval or Rejection

Our support team will verify your request within 24–48 hours.
If approved, you will receive:

  • Return approval message

  • Pickup schedule

  • Return tracking details

Step 3 – Product Pickup

A courier partner will pick up the item within 2–5 business days.

Please ensure:

  • The product is securely packed

  • All tags and packaging are included

  • The item is not damaged after delivery

Step 4 – Quality Check

Once the returned product reaches our warehouse, it undergoes a strict quality check.

The QC process takes 2–5 business days.

Step 5 – Refund or Replacement

If the product passes QC, we proceed with:

  • Refund (store credit or original payment method)

  • Replacement (same product, same size)

If QC fails, the product will be shipped back to you, and no refund will be issued.

7. Refund Policy

Once your return is approved after QC, refunds will be processed as follows:

✔ Refund Methods

You may choose from:

  1. Store Credit (Fastest Option)

    • Credited to your Totohaat.com wallet within 24 hours

    • Can be used for any future purchase

    • Does not expire for 1 year

  2. Bank Transfer / UPI Refund

    • Takes 3–7 working days after approval

  3. Original Payment Method Refund

    • Timelines depend on your bank or payment gateway

    • Usually processed within 5–10 working days

✔ Partial Refunds

If the product is returned in slightly used or partially damaged condition, we may:

  • Deduct 10–40% of the amount

  • Or reject the return completely

8. Replacement Policy

We provide a free replacement under the following conditions:

  • Wrong product supplied

  • Damaged during transit

  • Manufacturing defect

  • Wrong size delivered

Replacement is only offered if the same product and size are available in stock.
If the product is out of stock, we issue a full refund or store credit.

9. Order Cancellation Policy

✔ Before Shipping

You may cancel your order within 2 hours of placing it.
After 2 hours, cancellation requests may not be accepted.

✔ After Shipping

Once an order is shipped, cancellation is not possible.

You may, however:

  • Reject the parcel during delivery

  • Request a return after receiving it (if eligible)

Refunds for rejected cod parcels are deducted shipping + handling fees.

10. Return Shipping Charges

✔ If we delivered wrong/damaged product:

Return shipping charges are free.

✔ If customer wants to return due to personal reason (size, color, preference):

Return shipping charges may apply depending on location.

11. Product Color & Display Disclaimer

Due to lighting conditions, screen brightness, and photography settings, slight color variations may occur.
A minor color difference does not qualify as a defect and may not be accepted as a valid reason for return.

12. Quality Check Parameters

Our warehouse team conducts strict QC upon receiving the return.
Your return may be rejected if:

  • Perfume, deodorant, or sweat smell is found

  • Fabric is torn, stretched, or worn

  • Tags and packaging are missing

  • Product is washed or ironed

  • Product is damaged after delivery

  • Any signs of usage are visible

If rejected, the item will be returned to you at your cost.

13. Damaged or Missing Items Policy

If you receive:

  • A damaged item

  • A defective item

  • A missing product

  • An empty parcel

  • Wrong product

You MUST provide:

  • Unboxing video

  • Photo of the shipping label

  • Photo of the item received

Claims without proof cannot be processed.

14. Fraud Check & Misuse Prevention

To ensure safety, Totohaat.com reserves the right to:

  • Limit the number of returns per customer

  • Block accounts involved in fraudulent return activities

  • Reject returns that show signs of product swapping

15. Contact Information

For all return or refund-related queries, contact us at:

📧 Email: Totohaat@gmail.com
📞 Phone: 8392085510
🏠 Address:
Plot No-1089, Uttarpara, Kotwali,
Narayanpur, Rampur, Nadia,
West Bengal – 741161

Our support team is available Monday–Saturday, 10 AM – 7 PM.

16. Final Notes

  • Totohaat.com reserves the right to modify or update this policy at any time.

  • Any such changes will be updated on this page.

  • By purchasing from our website, you agree to this Return & Refund Policy.