Return Policy

TOTTELY RETURNS AND REFUNDS POLICY

Last updated: June 11, 2026

At Tottely, we want you to have a satisfactory shopping experience. Therefore, we have a returns and refunds policy applicable in accordance with current Mexican legislation.

Timeframe for requesting a return

Return requests must be made within 30 calendar days from the order delivery date.

After this period, we unfortunately cannot process returns or refunds.

Cases in which returns or refunds apply

We will only accept return or refund requests in the following cases:

1. Damaged or defective product

If the received product has manufacturing damage, defects, or arrived damaged during shipping.

2. Order not received

If the order was not delivered and the parcel service confirms the loss or misplacement of the package.

Required evidence

To process any return or refund, it will be necessary to provide evidence to validate the claim, including, as appropriate:

  • Clear photographs of the product received.

  • Photographs of the outer and inner packaging.

  • Photographs of the shipping label.

  • Order number.

  • In case of non-receipt of the order, any additional information requested to initiate the investigation with the courier company.

Totelly reserves the right to reject requests that do not have sufficient evidence to verify the reported incident.

Conditions for returns due to damaged product

The product must:

  • Have been purchased directly through Tottely.store

  • Show the damage or defect upon receipt.

  • Be reported within the established period of 30 calendar days after delivery.

Refunds

Once the provided evidence has been received and reviewed, we will notify you by email whether the request has been approved or rejected.

If approved, the refund will be processed using the same payment method used during the purchase (Shopify Payments or PayPal).

The time for the refund to be reflected may vary depending on the financial institution or payment provider.

Late or unreflected refunds

If you have not received your refund:

  1. Check your bank account or payment method again.

  2. Contact your card issuer or PayPal.

  3. Consider that some financial institutions require additional time to process the refund.

If, after conducting these checks, you still have not received the refund, you can contact us at:

Email: pawscozy488@gmail.com

Products not eligible for return

Returns will not be accepted when:

  • The product shows wear and tear from normal use.

  • The damage was caused by misuse, negligence, or improper handling by the customer.

  • The request is submitted outside the 30-calendar-day period after delivery.

  • The requested evidence to validate the claim is not provided.

Exchanges

Currently, Totelly does not offer exchanges for size, color, or personal customer preferences.

In the event of receiving a defective or damaged product, Tottely may offer, at its discretion:

  • Product replacement; or

  • A corresponding refund.

Return costs

When the return is due to an error attributable to Tottely, a defective product, or a confirmed lost order, Tottely will bear the corresponding costs.

In any other authorized case, shipping costs for the return will be borne by the customer.

Contact

To initiate any request related to returns or refunds, please contact us at:

Email: pawscozy488@gmail.com

Address: Mexico City, C.P. 04369, Mexico.

Tottely reserves the right to modify this Returns and Refunds Policy at any time to comply with legal changes or improvements in our customer service processes.