Returns & Refunds Policy

At Totterley, we want you to be completely happy with your purchase. If something isn't quite right, we're here to help.

30-Day Returns

You have 30 days from the date you receive your order to request a return. This applies to all products purchased directly from our website.

Conditions for Returns

To be eligible for a return, items must be:

  • Unused and in the same condition as received
  • In their original packaging where possible
  • Accompanied by proof of purchase (order confirmation or receipt)

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or isn't as described on our website, please contact us within 30 days. We'll arrange for the item to be returned at no cost to you and issue a full refund or replacement – whichever you prefer.

Please include photos of the damage or issue when you contact us, as this helps us resolve your case quickly.

Change of Mind Returns

Changed your mind? No problem – we're happy to accept returns within 30 days.

For change-of-mind returns, the cost of return postage is the responsibility of the customer. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit back to us.

How to Request a Return

To start a return, please contact us with your order number and reason for return:

We'll provide you with the return address and any further instructions. Please do not send items back without contacting us first.

Refunds

Once we receive and inspect your returned item, we'll notify you by email. If approved, your refund will be processed within 7 days to your original payment method.

Please note that depending on your bank or card provider, it may take a few additional days for the refund to appear in your account.

Exchanges

If you'd like to exchange an item for a different product, please return the original item for a refund and place a new order.

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Questions about returns? Get in touch at support@totterley.com – we're always happy to help.