Refund and Return Policy – Totalassure

Effective Date: November 29, 2024

At TotalAssure, we are committed to ensuring that every customer is completely satisfied with their purchase. If, for any reason, you are not fully satisfied with your order, we offer a clear and simple return and refund process. Please take a moment to review our return policy below.

Eligibility for Returns

To qualify for a return, the following conditions must be met:

  1. Return Window: Returns must be initiated within 30 days from the date of delivery. After this period, we may not be able to process your return.
  2. Condition of the Item: The item must be unused, unopened, and in resellable condition. This includes keeping the product in its original, undamaged packaging and ensuring that it has not been altered, used, or worn.
  3. Proof of Purchase: A valid proof of purchase is required. This can be your order confirmation, invoice, or receipt.
  4. Packaging: All items must be returned in their original packaging with all the original parts, accessories, manuals, and labels intact. We recommend keeping the packaging until you are sure about your purchase.

How to Return an Item

Returning an item to TotalAssure is quick and easy. Simply follow these steps:

  1. Contact Us: To begin the return process, contact our customer service team by sending an email to info@totalassure.click. Be sure to include your order number and a brief explanation of the reason for your return.

  2. Return Instructions: Once we receive your return request, our team will review it and send you a Return Authorization along with step-by-step instructions for returning the item. Please note that returns without proper authorization will not be accepted.

  3. Prepare the Return: Carefully repack the item in its original packaging. Ensure that all parts, accessories, and documentation (manuals, warranty cards, etc.) are included. Please note that any missing items may result in a delay or non-approval of your return.

  4. Ship the Item: Once you have the Return Authorization, securely package the item and ship it back to us using a trackable shipping service. Shipping costs for returns are typically borne by the customer (unless the return is due to an error on our part, as outlined below).

Refund Process

Once we have received your returned item, we will inspect it to ensure that it meets the return eligibility criteria. Upon successful inspection, your refund will be processed.

  • Refunds will be issued to the original payment method used for the purchase.
  • Processing Time: Please allow 7-10 business days for your refund to appear in your account. The exact timeframe may vary depending on your bank or payment provider.
  • Refund Amount: Refunds will be for the purchase price of the item only, excluding shipping costs (unless we made an error with your order).

Non-Returnable Items

For hygiene and safety reasons, as well as to ensure that we can offer you the highest quality products, the following items are non-returnable:

  • Customized or Personalized Products: Any items that have been tailored, engraved, or customized specifically for you are not eligible for return.
  • Used or Damaged Items: Items that have been used, worn, damaged, or altered after delivery will not be accepted for return.
  • Sale or Clearance Items: Some items purchased during special promotions, sales, or clearance events may be final sale and ineligible for return. Please check product listings for further details.

Shipping Costs

In most cases, customers are responsible for the return shipping costs. However, TotalAssure will cover the return shipping costs if the return is a result of our error. This includes scenarios where we sent the wrong item, a defective product, or there was a shipping mistake.

If you are returning an item because of an error on our part, please contact us, and we will provide you with a pre-paid return shipping label.

Exchanges

At this time, we do not offer direct exchanges. If you wish to exchange an item, you will need to follow the return process for a refund and place a new order for the replacement product.

Contact Us

If you have any questions about our return policy or need assistance with a return, please don’t hesitate to reach out to our customer service team:

Our team is available to assist you during regular business hours and will ensure that your issue is resolved promptly and efficiently.