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Refund & Returns Policy

At TotsCove, your satisfaction is our priority. If you’re not fully happy with your purchase, we offer a fair and transparent return process. Please review the policy below before submitting a request.

1. Return Window

You may request a return within 30 days of receiving your order.

All return requests must be submitted through our Return Portal:
https://totscove.com/apps/returns-portal/

After approval, drop your package off at the nearest shipping carrier location as per the instructions in the return authorization email.

All returns must be sent to

  • Unit A, 26 Hobson Street, Auckland 1010, New Zealand

2. Return Eligibility

To qualify for a return:

  • Product must be in original packaging.
  • Opened items are accepted if they remain in good, resellable condition.
  • All returns are subject to inspection upon arrival.
  • We have no non-returnable items at this time.

3. Damaged or Defective Items

If you received a damaged or defective product:

  • TotsCove covers the return shipping costs.
  • A full refund or replacement will be issued.
  • Customers must upload photo or video evidence when submitting the return request.

4. Change of Mind Returns

We accept change-of-mind returns.

  • Customer pays for return shipping.
  • Item must be unused or gently used, in original packaging, and in good condition.
  • No restocking fee applies.

5. Exchanges

We offer exchanges on eligible items.

  • Customers may request an exchange through the portal or by emailing us.
  • Exchange approval is based on product availability.

6. Refund Processing

After we receive and inspect your return:

  • If approved, your refund will be issued to your original payment method.
  • Refunds typically take 3–7 business days, depending on your bank or payment provider.
  • If the return does not meet eligibility criteria, we may deny or partially approve the refund.

7. Who Pays Return Shipping?

  • Damaged/defective items: TotsCove pays.
  • Change of mind: Customer pays.

8. How to Start a Return

Please submit your request through our Return Portal: https://totscove.com/apps/returns-portal/

9. Taxes, Duties, and Customs

  • At TotsCove, we believe in transparent pricing. The price you see at checkout is the final price you pay.  
  • No Hidden Fees: All orders are shipped on a Delivered Duty Paid (DDP) basis. All import duties, taxes, and customs fees are covered by us prior to delivery.

  • Guaranteed Delivery: In the unlikely event that any additional local charges are requested by a carrier, please contact us at hello@totscove.com and we will resolve it immediately. 

10. Contact Information

If you have questions about returns, refunds, or exchanges, please get in touch with us:

Customer Service Opening Hours:

  • Monday to Friday: 09:00 AM – 05:00 PM
  • Time Zone: GMT+13:00 (Auckland)

🕒 Response Time: We respond within one business day.