Refund policy

Return Policy

At Tote Zenith, we want you to be completely thrilled with your tote bags and travel accessories. If an item does not suit your everyday commute or style, we offer a comprehensive return window. Due to the preservation of bag shapes and hardware finishes, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.

2. Return Eligibility and Conditions

To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:

  • The tote bag, laptop sleeve, or accessory must be completely unused, unworn outdoors, unwashed, and in its original, brand-new condition.
  • All original packaging, protective fabric dust bags, cardboard base shapers, detachable shoulder straps, hangtags, and plastic protective films over metal hardware must remain fully intact and untampered.
  • Items showing signs of outdoor use, corner leather scuffs, pen marks in lining, fragrance/perfume residues, water stains, or creased structural bodies will be strictly rejected during our quality inspection.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the physical volume of structured bags, we recommend using a trackable shipping service and placing the bag inside a sturdy protective carton to prevent crushing in transit, as Tote Zenith cannot guarantee receipt of returned items without tracking proof.

4. How to Initiate a Return

  1. Contact our customer support team at support@totezenith.store within 30 days of delivery. Please include your order number, item details, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address and detailed packaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a tote size or color variant), contact us immediately at support@totezenith.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated facility, our quality team will inspect the item to verify compliance with our return conditions (unused, pristine exterior/interior, hardware films intact, all straps and dust bags present). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

Nếu bạn đã nhận được thông báo hoàn tiền nhưng chưa thấy tiền vào tài khoản:

  • Kiểm tra lại tài khoản ngân hàng hoặc sao kê thẻ tín dụng.
  • Liên hệ với ngân hàng hoặc tổ chức phát hành thẻ vì thời gian xử lý thực tế có thể mất vài ngày làm việc.
  • Nếu đã hoàn thành các bước trên mà vẫn chưa nhận được tiền, vui lòng liên hệ support@totezenith.store để được hỗ trợ.