Totenvalin Service Charter

Welcome to Totenvalin. These terms govern your use of our website and the purchase of our products within the Hong Kong region.

By accessing our platform, you agree to follow the protocols outlined below, which are designed to ensure a professional and transparent transaction for every visitor in accordance with the Sale of Goods Ordinance (Cap. 26) and the Control of Exemption Clauses Ordinance (Cap. 71) of Hong Kong.

Section 1: Our Service Area & Regional Scope

Totenvalin operates exclusively within the Hong Kong Special Administrative Region. We do not facilitate international shipping or accept orders from residents located outside of this specific territory. By placing an order, you confirm that you are a resident of Hong Kong and that the delivery address provided is a valid local location.

Our logistics network is optimized for the local landscape. Once an order is confirmed, we require 1 working day for packaging and shipping preparation. Following this stage, the delivery timeline is typically 1 to 2 working days. We aim for efficiency in our operations to ensure your selection arrives within this window.

**Please note that order cancellations are only possible while the item remains in our physical possession. Once a package is dispatched to our logistics partners, order cancellations are not possible**.

Section 2: Payment Protocols & Pricing

To maintain a straightforward shopping experience, Totenvalin utilizes a Cash on Delivery (COD) model. We do not collect digital payments at the time of checkout on our website. Instead, the full transaction occurs at your doorstep upon the physical arrival of your order.

Transparency is central to our business. The price you see on the product page is the final price you pay. We do not apply hidden charges, restocking fees, or additional shipping costs. You are responsible for ensuring the exact amount is ready for the courier.

Because we do not process online transactions, we do not store or request your credit card or banking information during the initial checkout process on our site. This method ensures your payment security by eliminating online transaction risks.

Section 3: After-Sales, Returns, and Refunds

In compliance with the Sale of Goods Ordinance, we provide a 30-day return policy, which commences on the date of delivery. This policy is specifically designed to address instances where a customer receives an incorrect or damaged item, ensuring the goods are of merchantable quality. If you encounter such an issue, please contact our support team at [email protected].

In the event of a damaged or incorrect delivery, we will arrange a complimentary pickup at no cost to you. Once the item is returned to our facility, we conduct a formal inspection within 24 hours. Following this assessment, we will either arrange a replacement or, if the item is unavailable or the damage is beyond repair, initiate a full refund.

Since our initial transactions are handled via COD, we do not possess your banking details. We will contact you via email to request your account information for a formal bank transfer. Once we receive these details and process the refund, it may take up to 7 working days for the funds to reflect in your account, depending on your banking provider’s internal cycles.

**Please be advised that we do not accept returns, exchanges, or refund requests based on a change of mind. We encourage all visitors to be certain of their selection before finalizing an order**.

Section 4: Data & Integrity

All personal information collected during the ordering process is handled in strict accordance with our Privacy Policy and the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong. We use your details solely for the purpose of order fulfillment and service communication.

Our support team is available to assist with any inquiries regarding these terms or your specific order. We are live from 9:00 AM to 6:00 PM HKT, Monday through Friday. We are dedicated to providing clear, professional assistance to ensure your experience with Totenvalin meets our operational standards.