Totenvalin Return & Refund Roadmap

Welcome to Totenvalin. We are committed to providing a transparent and professional experience for our customers in Hong Kong.

Our return and refund procedures are designed to align with the Sale of Goods Ordinance (Cap. 26) and the Control of Exemption Clauses Ordinance (Cap. 71) of Hong Kong, ensuring that your consumer rights are respected while maintaining clear operational boundaries.

Step 1: The Window

At Totenvalin, we provide a structured timeframe for reporting issues with your purchase. Every customer is entitled to a 30-day return window. This period begins precisely on the day your order is delivered to your designated address in Hong Kong. We believe this duration allows sufficient time for you to inspect your new handbag and ensure it meets the functional standards promised at the time of purchase.

It is important to note that any requests initiated after this 30-day period cannot be processed, as we must maintain a consistent schedule for our inventory and logistics management.

Step 2: Validation

Our policy is strictly focused on instances where the product delivered does not meet the necessary standards of quality or accuracy. In accordance with the Sale of Goods Ordinance, we accept returns only if the item received is damaged or if the incorrect product was sent to you.

Please be advised that we do not facilitate returns, exchanges, or refunds based on a change of mind or personal preference after the delivery is complete. We encourage all visitors to review the product details and images thoroughly before finalizing an order.

By maintaining this standard, we can ensure our operations remain efficient and focused on resolving legitimate product issues. Validation of a return request is dependent on the item being in its original, unused condition, with all tags and packaging intact.

Step 3: The Process

If you identify a damage or an error in your delivery, the first step is to contact our support team. Please send an email to [email protected] within the 30-day window. To help us process your request quickly, your email should include your order number and clear photographic evidence of the damage or the incorrect item received.

This documentation is essential for our internal review and helps us maintain high quality control. Our team, available from 9:00 AM to 6:00 PM HKT, Monday through Friday, will review your submission and provide a response regarding the next steps in the resolution process.

Step 4: Logistics

Once your return request is validated, we take full responsibility for the logistics. Totenvalin will arrange a courier pickup from your address at a time that is convenient for you. There are no shipping costs or restocking fees associated with this service; the pickup is entirely on us.

After the item reaches our facility, our team performs a formal inspection within 24 hours to confirm the condition of the product. If the damage is confirmed as beyond repair, or if a replacement for the incorrect item is unavailable in our current inventory, we will move forward with the refund phase.

This physical inspection ensures that all returns are handled with professional accuracy.

Step 5: The Refund

Because Totenvalin operates on a Cash on Delivery (COD) basis, we do not have access to your payment or banking information at the time of the transaction. To facilitate a refund, we will reach out to you via email to request your local Hong Kong bank account details.

Once we receive these details, we initiate a full refund through a bank transfer. Please note that after we process the transaction on our end, it typically takes up to 7 working days for the amount to reflect in your account.

This timeline is subject to the processing speeds of your specific banking provider. We provide a full refund of the purchase price with no hidden deductions, ensuring a fair resolution for any valid product issue.