Exchanges and Returns
EXCHANGES AND RETURNS POLICY
1. Right of Withdrawal
In accordance with current consumer protection regulations, customers have 14 calendar days from receipt of the order to exercise their right of withdrawal without providing any justification.
To exercise this right, you must do so via this link: https://totis-devoluciones.vercel.app
In the event of withdrawal, the amount paid will be refunded using the same payment method used by the customer, without undue delay and, in any case, within the legally established period.
2. Extended Commercial Policy
Without prejudice to the legal right of withdrawal, TOTIS BASICS GROUP SL offers its customers an extended commercial exchange and return policy of up to 30 calendar days from receipt of the order.
For products purchased at a reduced price (crossed-out price), the period is 15 calendar days from receipt of the order. After the 14 days of the right of withdrawal, these products may only be exchanged or credited in store.
This additional policy is voluntary and complementary to the consumer's legally recognized rights.
3. Product Conditions
For an exchange or return to be accepted, the product must:
- be in perfect condition
- not have been used
- retain its original tags
- be returned properly protected
The original packaging is not mandatory, although it is recommended.
4. Return Options
Within the period, the customer can choose for each product:
- Exchange for another size or product, free of charge. If the new product has a higher price, the customer will pay the difference; if it is lower, the difference will be refunded. The new product will be sent once the return is received and inspected at our warehouse.
- In-store credit (gift card), free of charge and with an additional 10% on the amount of the returned product.
- Refund of the amount paid, to the same payment method used for the purchase.
5. Limitation of Exchanges and Returns
In order to ensure efficient management and prevent abusive use of the commercial policy, TOTIS BASICS GROUP SL reserves the right to accept only one exchange or return request per order, which may include all the products the customer wishes.
Once a first request has been processed, no additional requests relating to the same items will be accepted. Products received as a result of an exchange are not eligible for a new exchange or return, except in the case of a defect or error attributable to the company.
This limitation will in no case affect the exercise of the right of withdrawal within the legal period of 14 calendar days.
6. Return Costs
Exchanges and in-store credit are free of charge for the customer.
In the case of a refund, a fixed return cost of €5.90 per request will apply, which will be deducted from the amount to be refunded.
In cases of a defective product or an error attributable to the company, the return will be free of charge for the customer.
7. Procedure
To request an exchange or return, the customer must process it through this link indicating the order number and email address, and follow the instructions provided. You will receive the Correos shipping label by email and will have a maximum period of 7 days to drop off the package at Correos; if this period expires, the request will be canceled.
Once the package is received, our warehouse will inspect the products. If they meet the conditions, the exchange will be sent, the credit will be issued, or the refund will be made, and the customer will receive a confirmation email.
8. Defective Products or Errors
In the case of a defective product or shipping error:
- the customer must report it as soon as possible
- the company will bear the return costs
- a replacement or full refund will be offered
9. Exclusions
Returns will not be accepted in the following cases:
- products used or damaged by the customer
- products without original tags
- products that do not meet the established conditions