Return and Exchange Policy

Return and Refund Policy

How to Process a Return

1. Contact Customer Service:

   • Send a message to Tote&Carry's Facebook page to notify our online customer service team of your return request.

2. Complete the Return Application:

   • Fill out the return application form with details such as your order number and the reason for the return.

3. Receive Return Instructions:

   • Once your return request is evaluated, our customer service will provide return instructions.

4. Ship the Return Item:

   • Arrange for the return shipment according to the instructions provided by our customer service team.

5. Item Inspection:

   • Tote&Carry will inspect the returned item within 3 business days (excluding public holidays) after receiving the package.

6. Refund Process:

   • If the returned item meets the conditions, the refund will be processed within 7-10 business days (excluding public holidays).

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Important Notes

• Returns must be initiated and shipped within the 7-day review period after receiving the item.
• Each order requires an independent return application and package.
• The entire return process may take 10-12 business days (excluding public holidays).
• All returned items must pass inspection before refunds are processed.
• Ensure the return package matches the return application details. Items not listed in the application will be processed based on what was received.
• If the return package does not meet the website's return criteria, the customer service team will contact you. Rejected returns will be shipped back to you via courier, and a delivery fee of NTD$150 (or the fee listed on the logistics provider's website) will apply. If no response is received within 3 months, the return will be considered forfeited, and the item will be discarded.
• Tote&Carry reserves the right to reject returns that do not meet the criteria. Return shipping fees for rejected items must be paid by the customer.
• Accounts with repeated non-pickup (2 instances in a year), malicious returns (2 instances in a month), or violations of Tote&Carry’s return policies may be blacklisted and suspended from using our services.

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Refund Arrangement

• Refunds will be processed after the returned item is received and inspected. You will be notified through your original contact method, and the refund will be issued to your specified account.

1. Payment Methods:
   • Cash on Delivery, ATM Transfer, Store Payment Code/Barcode: Refunds will be transferred to your specified bank account.
   • Credit Card & Line Pay $ Apple Pay : Refunds will be processed as an online credit reversal upon receipt and inspection of the returned item. Please check your current or next statement for confirmation.

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Refund Details

• Refunds will only cover the product amount listed on the receipt (excluding shipping fees).
• If the return is due to a defective or incorrect item, the shipping fee will also be refunded.
• Discounts applied using store credits are non-refundable.
• If the retained items in the order fall below the free shipping threshold, the original shipping fee will be deducted from the refund.
• If cash is included in the return package, the customer service team will notify you, and the amount will be refunded to your account, less a handling fee of NTD$15.
• For promotional bundles: If the return reduces the item count below the promotion threshold, the retained items will revert to their original prices, and the price difference will be deducted from the refund.
• If a free gift was included in the order and the retained item value falls below the minimum threshold for the gift, you must return the gift in its original condition. If the gift is not returned or does not meet the return criteria, the gift’s value will be deducted from the refund.
• Store credits from previous refunds that were used in the returned order will be reissued after the return is completed.