Returns & Exchanges Policy

Only products that were purchased from the Totem SA online store are returnable or exchangeable via our online platform. Any products purchased in store or via other online platforms will need to be returned to the store or platform from which they were purchased as we cannot process these returns. We apologies for this inconvenience.

Totem SA has a standard Returns & Exchange Policy that lasts 30 days, from the time you receive your parcel. If you should need to return or exchange your item please make sure to contact us before the 30 days is up, should you contact us after the 30 days, we will unfortunately not be able to offer a refund or exchange.

To be eligible for a return or exchange, the following requirements need to be met:

• The product must have been purchased via the Totem SA online platform.
• You must have a receipt or proof of purchase.
• Product must be unused, in the same condition that it was received and in its original packaging.

Shipping costs are non-refundable. The customer will be responsible for the costs of returning the products to our warehouse and will need to arrange a private courier to get the products safely back to us. Address: 9 Liebenberg Street, Alrode, Alberton, 1451. In the event of an exchange, the items will be assessed  upon arrival at our warehouse, if all above conditions are met, an exchange will be processed. A new invoice for the shipping costs will be sent through for the customer to accept and pay before the exchange item is sent to them.

 

Damaged Items

In the unlikely event that items are delivered defective from Totem SA and there is no clear damage to the item from the courier company, you will need to send an email and images of the damage items to us via enquiries@totemsa.co.za.  If the items are delivered defective, Totem SA will refund you your full amount or replace the items that you ordered. If the items are not reported defective within 7 days of receiving them, Totem SA will not be able to refund or exchange your order.

 

In order to process a return or exchange please mail us via the below Returns Mailing Form, once we have received your mail we will contact you directly.