Refund policy
At ToteLoom, customer satisfaction is important to us. We want you to feel confident when purchasing home storage and organization products from our store.
This Return & Refund Policy explains the conditions and procedures applicable to returns and refunds for purchases made through ToteLoom.store.
1. 30-Day Return Policy
We offer eligible customers a 30-day return period. You may request a return within 30 days of receiving your order.
To qualify for a return, the product should generally be:
- In substantially the same condition in which it was received
- Unused or only reasonably inspected
- Complete with included components or accessories
- Returned with its original packaging where reasonably possible
- Accompanied by proof of purchase or the relevant order information
Please contact us before sending a product back so that our customer support team can provide the appropriate return instructions.
2. Free Returns
ToteLoom offers free returns for eligible products within the 30-day return period.
Customers should not independently ship a return to our business address unless specifically instructed to do so by our customer support team. The appropriate return destination may vary depending on the order.
To initiate a return, email support@ToteLoom.store with your order number, the product you wish to return, and the reason for your request.
3. Damaged, Defective, or Incorrect Products
Please inspect your order shortly after delivery.
If an item arrives damaged, defective, incomplete, or different from the item ordered, contact us as soon as reasonably possible. Please provide your order number and, when appropriate, clear photographs showing the issue.
After reviewing your request, we may provide an appropriate resolution, which may include a replacement, refund, or another remedy depending on the circumstances and applicable law.
4. Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment provider, and other financial processing systems outside our control.
5. Cancellations
If you wish to cancel or modify an order, please contact us as quickly as possible after placing it.
We will make reasonable efforts to accommodate your request. However, once an order has entered processing, fulfillment, or shipment, cancellation or modification may no longer be possible.
6. Exchanges
If you would like a different product or variation, please contact our customer support team. Depending on the circumstances, we may recommend returning the original item and placing a new order.
7. Exceptions
Certain items may not be eligible for return where prohibited for hygiene, safety, customization, or other legitimate reasons, subject to applicable consumer protection laws.
Any applicable exception will be communicated where relevant.
8. Contact Us
For return or refund assistance, contact ToteLoom at support@ToteLoom.store or (888) 288-2106. Our business address is 1049 Old Malone Hwy, Kahnawake, Quebec J0L 1B0, Canada.