Refund policy

Your satisfaction — and your child's safety and happiness — is our priority. If something isn't right with your order, we're here to help.

Return Window

We accept returns within 7 days of the delivery date. To be eligible for a return, you must contact us within this window to initiate the process.

Return Eligibility

To qualify for a return, your item must meet all of the following conditions:

  • In the same condition as received — unused, unworn, and undamaged.
  • With all original tags attached.
  • In its original packaging.
  • Accompanied by proof of purchase (order confirmation or receipt).
Important: Items that show signs of use, have been washed, or are missing tags/original packaging will not be eligible for return.

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Personal care or hygiene products (teethers, pacifiers, feeding accessories, etc.).
  • Perishable or consumable goods.
  • Custom-made or personalised products.
  • Products marked as Final Sale or purchased at a discounted sale price.
  • Gift cards.
  • Any item that has been used, assembled, or altered.

Damaged, Defective, or Incorrect Items

We take product quality seriously. Please inspect your order upon delivery. If your item arrives damaged, defective, or if you receive the wrong product, please contact us within 48 hours of delivery at support@totstouch.com with:

  • Your order number.
  • A clear description of the issue.
  • Photos or video of the damaged/defective item and packaging.

We will evaluate the issue and arrange a replacement or full refund at no cost to you.

How to Initiate a Return

To start a return, email us at support@totstouch.com with your order number and reason for return. Do not send items back without first receiving confirmation from us — unrequested returns will not be accepted.

Once your return is approved, we will provide you with a return shipping label and instructions on where to send your package.

Exchanges

We do not offer direct exchanges. If you need a different size, colour, or product, please initiate a return for the original item (subject to return eligibility), and once your return is accepted, place a new order for the desired item.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 10 business days.
  • Please allow additional time for your bank or payment provider to post the credit to your account.
  • Original shipping charges are non-refundable unless the return is due to our error (damaged, defective, or wrong item).
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@totstouch.com.

EU Customers — 14-Day Cooling-Off Period

If your order is shipped to a European Union country, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. Items must still be in their original, unused condition with all tags and packaging intact.

Contact Us

For return or refund queries, please reach us at support@totstouch.com.