Refund Policy

At Tote Theory, your satisfaction is our top priority. If you're not completely happy with your purchase, we're here to help. Please read the policy below for full details on returns, exchanges, and refunds.

Return Window

You have 30 days from the date of delivery to initiate a return or exchange.

Return Eligibility

To be eligible for a return or exchange:

  • Items must be unused and in original condition

  • All tags must be attached

  • Items must be returned in their original packaging

  • You must include your order number on or inside the return package

Non-Returnable Items

  • Pre-ordered products

  • Used or worn items

  • Items not in original condition or missing packaging

Common Return Scenarios

  • Late Delivery (Over 21 Days): You’re eligible for an £8 refund as compensation.

  • Defective or Quality Issues: We’ll send you a replacement item free of charge.

  • Wrong Size or Colour Ordered: You may return or exchange the item; however, return shipping is your responsibility.

  • Changed Mind: Returns or exchanges are accepted; return shipping must be covered by the customer.

  • Wrong or Missing Item: We’ll correct the issue or send the right item at no cost to you.

  • Damaged in Transit: We’ll send a replacement item free of charge.

  • Incorrect Address Provided: Tote Theory is not responsible for lost or stolen packages delivered to the address submitted at checkout. We will assist with tracking and verification where possible.

  • Other Issues: Please email us at support@tote-theory.com and we’ll work with you to resolve the issue quickly.

How to Return

  1. Contact Us: Email support@tote-theory.com within 30 days of delivery. Include your order number and reason for return.

  2. Approval & Address: If approved, we’ll send you the return instructions and return address.

  3. Prepare Your Package: Securely pack the item(s) with all tags, accessories, and original packaging.

  4. Ship & Track: Send your return using a trackable shipping method and share the tracking number with us.

  5. Refund Processing: Once your return is received and inspected, we’ll issue your refund to the original payment method within 3 business days.

Refund Deductions Based on Condition

Returns must be in original, unused condition for a full refund. Items showing signs of wear or damage may be subject to partial refunds at our discretion.

Damaged on Arrival

If your item arrives damaged:

  1. Take clear photos of the damage and any packaging/labels.

  2. Email them to support@tote-theory.com within 5 days of delivery.

  3. We’ll ship a free replacement. If the issue repeats, we’ll offer a full refund.

Lifetime Warranty

All Tote Theory products covered under our lifetime warranty are eligible for a one-time replacement due to defects in materials or craftsmanship.

  • 1 warranty = 1 product

  • Multiple products require separate warranties

Order Cancellations

  • Within 24 hours: Free cancellation

  • After 24 hours: 20% administration/restocking fee (based on product price before discounts)

Partial Refunds

In certain cases, we may offer partial refunds or store credit at our discretion.
Once accepted, no further claims or replacements will be issued for the same item.
Please consider carefully before accepting a partial refund.

Chargebacks & Disputes

We’re committed to fair, honest customer service. Please reach out to us first with any issues — we’ll do everything we can to resolve them.

Filing a fraudulent chargeback may result in legal action.

Contact support@tote-theory.com to resolve any concerns quickly and professionally.

Additional Notes

  • All returns must be pre-approved by customer service. Unauthorized returns will not be accepted.

  • For any questions, email us at support@tote-theory.com.

  • Our team is available 6 days a week to assist you.

Thank you for choosing Tote Theory. We're here to support you every step of the way.