Refund & Returns Policy

Last Updated: March 10, 2026

At TotsCove, your satisfaction is important to us. If you are not fully satisfied with your purchase, you may request a return in accordance with the policy below.

1. Returns Overview

All return requests must be submitted via our Return Portal:

https://totscove.com/apps/returns-portal/

2. Eligibility for Returns

To qualify for a return, items must meet the following conditions:

• Unused and in original condition
• Returned in original packaging (where possible)
• Not marked as final sale or non-returnable
• Include proof of purchase (order number or receipt)

All returns are subject to inspection upon arrival.

3. Non-Returnable Items

4. How to Start a Return

To initiate a return:

• Submit request via: https://totscove.com/apps/returns-portal/
• Or email: hello@totscove.com

Required Information:

• Full name
• Order number
• Email used for purchase
• Reason for return

Once approved, return instructions will be provided.

5. Return Shipping Costs

We recommend using a trackable shipping service, as we are not responsible for lost returns.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us review the issue, please provide:

• Order number
• Description of the issue
• Clear photos or videos of the item and packaging

If your claim is approved, we will provide an appropriate resolution based on the situation.

Approved resolutions may include:

• Replacement of the item
• Refund to the original payment method
• Return label where applicable

Approved refunds are issued to the original payment method within 5–10 business days after approval and inspection.

7. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Refund Details:

• Refund Method: Original payment method only
• Processing Time: 5–10 business days after approval
• Inspection Required: Yes, before refund is issued

Approved refunds are processed promptly after inspection. Depending on your payment provider, additional time may be required for funds to appear in your account.

8. Return Instructions & Return Address

For approved returns, TotsCove will provide the appropriate return instructions after the return request has been reviewed and approved.

For customers in the United States, approved returns may be directed either to:

• our New Zealand business address, or
• an authorized returns or fulfillment location, depending on the product and return reason.

Customers should not send items back without prior return approval and instructions from our support team.

This process helps ensure returns are routed correctly and prevents lost or misdirected packages.

9. Return Shipping Costs

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

10. Non-Returnable Items

The following items cannot be returned:

• Used or opened personal-care and baby products
• Hygiene-sensitive items once unsealed
• Items damaged due to misuse or improper handling
• Final sale or clearance items
• Gift cards

11. Exchanges

We do not offer direct exchanges.

Instead:

• Return the eligible item (if approved)
• Place a new order for the desired product

12. Order Cancellations

13. Shipping & Return Coverage

TotsCove currently serves customers in the United States through tracked delivery services.

Return eligibility and return shipping responsibility depend on the reason for the return, as outlined in this policy.

For defective, damaged, or incorrect items, TotsCove will provide an approved resolution in accordance with this policy.

14. Contact Information

• Website Name: TotsCove
• Address: Unit A, 26 Hobson Street, Auckland 1010, New Zealand
• E-Mail: hello@totscove.com
• Phone: +64 20 4011 6407
• Contact Us: Here

Customer Service Opening Hours:

• Monday to Friday: 09:00 AM – 05:00 PM
• Time Zone: New Zealand Standard Time (NZST)

🕒 Response Time: We respond within one business day.