All totwoo jewelry have been tested strictly to meet international standards and certifications. totwoo will repair manufacturing/technical faults free of charge up to One year, and appearance faults free of charge up to three months from the original date of purchase. Please retain your receipt for any warranty services. After warranty period, we provide paid repair services. Please note that accidental damage such as scratches, dents and broken ones are not covered by warranty; silver oxidation, which is normally seen in silver products, will not be covered either.

In the absence of technical defects and quality problems of the product, our return policy lasts 30 days.

Items returned without authorization will not be accepted.

If you wish to return your order, you will incur a restocking fee of 15%-35% regardless of the condition of the bracelet upon receipt. In addition, the shipping fee will be deducted.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You are responsible for the shipping fee.
To complete your return, we require a receipt or proof of purchase.

Items not eligible for return:
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Items returned without authorization will not be accepted.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Note:

If you are returning your purchase, you may be eligible for a refund of all or a portion of the duties and taxes. Contact your local customs office for information. Shipping charges, as well as duties and taxes, are nonrefundable for undeliverable or refused shipments. Upon receipt of the refused delivery, a refund will be issued for the item(s) only.

Non-REFUNDABLE ITMES

1. Personalized items with “engravings”, such as rings, necklaces, and bracelets, are non-refundable. Totwoo will charge a 35% restocking fee for the exchange of personalized items.

2. Items without jewelry tag or that have been worn, damaged or altered are not refundable and will be returned to the customer at their expense.

3. Items that were worn, or sent to you as Replacement/Exchange are not refundable.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at support@totwoo.com

Any item that is more than 7 days after delivery, will not be eligible for exchange. To be eligible for exchange, your item must be in the original packaging. And you will be responsible for the shipping fee and taxes for the exchanging. We will send out new items upon the receiving of exchanging items.

Please make sure you have selected the correct size, exchanging items due to size problem is not available due to the expensive delivery and tax cost. We suggest you buy a new one instead and send the other one to your friend as a gift.

GENERAL RETURN/EXCHANGE PROCESS

Before returning or exchanging the product, please take photos of the complete package, the original state of the product and accessories, and describe the problem you have encountered! We will check to confirm!
Step 1 Initiate your return/exchange
e-mail us at support@totwoo.com and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a “Return & Exchange” authorization will be sent to you.
Step 2 Ship product back
Once our customer service has approved your request and provided our return/exchange address to you, please initiate the return/exchange within 3 days by following our instructions. It's better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.
Step 3 Refund or exchange
When we receive your return, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.