Refunds and Returns

Effective Date: April 2, 2026

At TOTSI, customer satisfaction is important to us. Since our products are often custom-made and printed on demand, we maintain a strict refund policy to ensure fairness for both our customers and our production team.

By placing an order with TOTSI, you agree to the terms below.

1. Refund Eligibility

Refunds are only accepted in case of damaged products received by the customer.

A product is considered eligible for a refund if:

• The tote bag arrives physically damaged
• The print is clearly defective due to production damage
• The product is unusable because of shipping or manufacturing issues

2. Non-Refundable Cases

We do not offer refunds for:

• Change of mind after purchase
• Incorrect size choice (all sizes are clearly mentioned)
• Normal fabric texture variations
• Slight color differences due to screen display
• Customer-provided design issues (low resolution, incorrect files, etc.)
• Orders placed with incorrect delivery information
• Custom orders once production has started

3. Reporting Damaged Orders

To request a refund, you must contact us within 48 hours of receiving your order.

Your request must include:

• Order number
• Clear photos of the damaged tote bag
• Photos of the packaging (if damaged)

Refund requests without photo proof may be rejected.

4. Refund Process

Once your claim is reviewed and approved:

• A full refund will be issued, or
• A replacement may be offered depending on the case

Refund processing time may take 3 to 10 business days, depending on the payment method.

5. Contact for Refund Requests

To request a refund, contact us at:

Email: sales@auraforge.us

Brand: TOTSI (Owned by Aura Forge SARL)

TOTSI reserves the right to refuse refund requests that do not meet the conditions above.