Refund policy

Tote & Luxe Co. – Return & Refund Policy

At Tote & Luxe Co., we are committed to providing beautifully crafted bags that meet and exceed your expectations. Please review our return and refund policy below to understand your options should an issue arise with your order.

1. Returns

We accept returns under the following conditions:

  • Return requests must be submitted within 14 calendar days of receiving your order.

  • Items must be unused, in their original condition, and include all original packaging and tags.

  • Return shipping costs are the responsibility of the customer. You must purchase and print your own return label.

We do not accept returns for:

  • Customer errors (e.g., selecting the wrong product or color)

  • Change of mind after placing the order

  • Personalized or final sale items

**Please understand that we do not accept returns or exchanges due to customer order errors (such as choosing the wrong color or style), so we kindly encourage all customers to carefully review their order details before completing a purchase. We appreciate your understanding.

To initiate a return, email us at toteluxeco@gmail.com within the 14-day window.

2. Damaged or Defective Items

If your item arrives damaged or defective:

  • Contact us at toteluxeco@gmail.com within 14 days of delivery.

  • Include clear photo or video evidence of the issue.

  • If approved, we will send a replacement of the same item.

Please note:

  • We do not replace items damaged due to misuse, accidents, or improper handling.

  • Items reported after 14 days from delivery are not eligible for replacement or refund.

3. Order Cancellations

  • Orders may be canceled within 12 hours of purchase.

  • After 12 hours, your order begins processing and cannot be canceled or changed.

  • Cancellations within the 12-hour window are subject to a 30% cancellation fee to cover processing and administrative costs.

4. Shipping Issues

Once your order is shipped, Tote & Luxe Co. is not responsible for:

  • Shipping delays caused by the carrier

  • Lost, stolen, or misdelivered packages marked as “Delivered”

  • Orders shipped to an incorrectly entered address

If your package is lost in transit and not marked as delivered, please contact us — we will assist in investigating and may offer a replacement at our discretion.

5. Incorrect Shipping Address

  • Please double-check your shipping address before submitting your order.

  • If you need to correct an address, contact us within 12 hours of placing your order at toteluxeco@gmail.com.

  • We are not responsible for orders shipped to incorrect addresses entered by the customer.

6. Refunds

Refunds are issued under the following conditions:

  • You returned the item within 14 days and it passed inspection.

  • Refunds will not be issued for items reported as defective or damaged more than 14 days after delivery.

  • Refunds will be issued to your original payment method.

  • Please allow 7–14 business days for the refund to appear on your account, depending on your bank or payment provider.

7. Contact Us

To initiate a return, report a problem, or ask a question, contact us at:

📧 Email: toteluxeco@gmail.com
We're here to help!