Refund policy

RETURNS

You may return any unused item within 15 days of delivery. The 15-day return period begins from the date your order is marked as delivered, regardless of when the product is opened or first used. Returns requested outside this period will not be accepted.

A product is eligible for return if:

  • You changed your mind and requested a return within the 15-day return window
  • You received the wrong product or colour
  • You received a faulty product (Subject to assessment, see Warranty + Faults section below)

Return Process & Conditions

All returned items must:

  • Be returned by the original purchaser
  • Be unused and in original, new condition.
  • Include all original packaging, dust bags, changing mats, pram clips, product boxes, protective film, foam packaging, stuffing, and any included accessories.

Customers are responsible for all return shipping costs. We recommend using a tracked postage service, as Tottie is not responsible for parcels lost in transit.

Change of Mind Returns

For approved change-of-mind returns:

  • Return shipping costs are the responsibility of the customer.
  • Original shipping charges paid at checkout are non-refundable.
  • A 10% administration and restocking fee will be deducted from the refund amount.
  • Any original accessories missing from the return may incur additional deductions.

Once your return has been received and inspected, any eligible refund will be processed to your original payment method less the applicable fees outlined above.

We do not accept returns if:

  • Item is not being returned by the original purchaser.
  • Change of mind on international orders so please choose carefully.
  • The product is a FREE item. Free items must not be treated as paid purchases because of their complementary nature. Free items are not covered by the 12-month warranty period.
  • The product is a pre-order item, unless deemed faulty.
  • The product is purchased during the sale period. Sale items are final sale and do not qualify for refunds or exchanges unless deemed faulty.
  • Item is a Gift Card. Gift cards act as a form of currency. Please note that gift cards cannot be refunded or exchanged for cash.

 

EXCHANGES

We are currently unable to offer direct exchanges.

If you wish to purchase a different product, you may return your original item in accordance with our Change of Mind Returns Policy. Once approved, a store credit or gift card for the eligible return value will be issued, which can be used toward an alternative purchase.

 

CANCELLATIONS

Orders cannot be cancelled or modified once they have been packed and processed for dispatch.

If you no longer require the item after dispatch, our standard Returns Policy will apply.

 

WARRANTY + FAULTS

Tottie takes pride in designing each and every bag she makes.

Tottie offers an extended warranty period of twelve months from the date of purchase on all her bags. The warranty covers defects in material or workmanship that deems the bag unusable and causes a complete loss of functionality.

We will require either photo/video proof of the faulty item. In the event that the issue cannot be assessed by video/photos, we may request you return the item to us for a review.

We will assess the condition of the product before you are offered a replacement or compensate you with a reasonable cost for repair, depending on the outcome of the review.  It is Tottie’s discretion to determine if the item(s) have been damaged other than manufacturing defects.

If the fault is deemed unfixable, we will offer an exchange or a store credit. If an item is out of stock, we will offer an alternative product, a store credit or waitlist the item for you.

We will not cover the return shipping cost or provide a refund/exchange for items that are found to be damaged from misuse, wear and tear over time, or found to be unrelated to a manufacturing issue.

Though our products are well-crafted, all materials do deteriorate over time from normal wear and tear. For this reason, the warranty does NOT cover damage caused by normal wear and tear that doesn’t affect the function of the bag. These include, but are not limited to scratches or blemishes in the material, minor seam rips, discolouration, accidental damage, improper packing, product negligence or misuse, and lost pieces or accessories.

Please visit our Care Guide page for tips on maintaining your Tottie and cleaning advice.

Claiming Your Warranty

Please contact us at info@tottie.com.au  with your order details, proof of purchase, description and video and/or photos of different angles showing the issue then we'll sort you out quick sticks!

Warranty claims are to be made by the original purchaser of the item.

P.S

Before you submit your request for a warranty claim, we request you please assess if the issue is affecting the functionality of your bag. We aim to promote sustainability and reduce landfill waste, hope you do too!

 

*Information on this website is subject to change without notice.