Exchange Eligibility

🔄 Exchange Eligibility — totaly.online

At totaly.online, we believe in transparency and fairness. Since many of our products are shipped directly from trusted suppliers, we follow a clear exchange policy to ensure a smooth experience for every customer.

✅ When You Are Eligible for an Exchange

Exchanges are accepted only under the following conditions:

1. Wrong Size or Wrong Brand Delivered

If you receive a different size or a different brand than what you ordered.

2. Product Arrived Damaged or Unusable

If the item is visibly damaged, broken, or not functioning at the time of delivery.

If any of the above applies, you are fully eligible for an exchange.

❌ When Exchanges Cannot Be Accepted

To maintain fairness and operational clarity, we do not accept exchanges or returns in the following cases:

1. Correct Size Delivered but Doesn’t Fit as Expected

If the correct size was delivered, it is not eligible for exchange.

2. Color or Texture Variation

Slight differences may occur due to lighting, photography, or screen settings.

3. Fabric Feel or Quality Concerns

All product details are clearly listed on the product page. Personal preference issues are not eligible.

4. No Unboxing Video Provided

A clear, continuous unboxing video is mandatory to validate any exchange request.

5. Items Purchased During Sales or Discounts

Products bought during special promotions, festive sales, or clearance events are non‑returnable and non‑exchangeable.

6. Used, Washed, or Altered Items

Any product that shows signs of use, washing, wear, or modification cannot be exchanged.

⏳ Exchange Request Timeframe

All exchange requests must be raised within 48 hours of delivery.

Requests raised after 48 hours cannot be accepted under any circumstances.

🎥 Mandatory Unboxing Video Requirement

To process an exchange, customers must provide:

  • A clear unboxing video showing the package being opened
  • The issue clearly visible in the video
  • No cuts, edits, or pauses in the footage

This helps us verify the issue with our suppliers and ensures a fair process for everyone.

📦 Important Note About Our Dropshipping Model

totaly.online operates on a curated dropshipping model, which means:

  • Products are shipped directly from our suppliers
  • We do not physically inspect items before dispatch

Because of this, we strongly request customers to:

Please verify the product before accepting delivery and making payment (especially for COD orders).

If the package looks tampered or damaged, kindly refuse delivery and inform us immediately.

📩 How to Raise an Exchange Request

To request an exchange, please email:

customer.care@totaly.online

Include the following:

  • Your order number
  • A brief description of the issue
  • Unboxing video and/or clear photos showing the problem

Our team will review your request and respond within 24–48 hours.