Return Process

Return & Exchange Policy

We want you to be completely satisfied with your totwoo purchase.
If you're not happy, we're here to help.

💡 Quick Option: Keep Your Product & Get 10% Back

Don't want to go through the hassle of shipping it back? You can choose to keep the product and receive a 10% refund to your original payment method. Simply agree to this option when initiating your return, and the refund will be processed after a quick review.

Agree to Keep → Review → 10% Refunded

🔄 Prefer an Exchange?

If you'd like to swap your item for a different product on our website, we encourage you to consider an exchange instead of a return. If you still prefer a full return, please continue reading below.

1. How to Initiate a Return

  1. Go to "My Orders" page and find your order number.
  2. Click "Request Return" on the order you wish to return.
  3. Select the item(s) you'd like to return.
  4. Choose your return reason (see details below).
  5. Upload required photos/videos as applicable.
  6. Submit your request and wait for review.

2. Returns for Personal Reasons

If your return is due to a personal reason, the process follows these steps:

Select Reason → Upload Photos → Review → Approved → Return Address Provided → Submit Tracking # → Package Received → Refund (within 7 business days)

* If there is an issue with the returned package (e.g., not received, damaged in transit), our team will contact you to resolve it.

Return Reason Required Information
Don't like it Upload photo(s) of the product
Didn't meet expectations Upload photo(s) of the product
No compatible phone Upload photo(s) of the product
Didn't know the price at purchase Upload photo(s) of the product
Other reason Please describe your reason + upload photo(s)

📍 Return Shipping

Once approved, a return address will be automatically provided based on your country/region. You will need to ship the item back and provide the return tracking number through our system. A return label/tracking number list will be generated for your reference.

3. Returns for Quality Issues

If you're experiencing a product quality issue, please contact us at with the required information. Our team will review your case within 1–2 business days and determine if a replacement can be sent.

Issue Type What to Send Send To Review Time Resolution
Bluetooth / Connection Issue Send permission/details 1–2 days Replacement if eligible
Charging Issue Video of the issue (showing it won't charge) 1–2 days Replacement if eligible
General Quality Defect Send details/evidence 1–2 days Replacement if eligible
Cosmetic / Appearance Defect Photos or video of the defect 1–2 days Replacement if eligible
Other Issues Describe your issue 1–2 days Replacement if eligible

4. Returns for Shipping / Logistics Issues

If your issue is related to shipping (e.g., package lost, delayed, or not delivered), the resolution depends on whether you purchased shipping insurance.

📦 Package Lost or Not Delivered
Situation Process Review Time
Without shipping insurance Submit request → Enter review ~1 day
With shipping insurance You may file a claim with the insurance company → totwoo will review and assist where possible ~1 day

* You can track your package using the 17track link provided in your order.

🕐 Delivery Delayed / Not Delivered on Time
Situation Process Review Time
Without shipping insurance Submit request → Enter review ~1 day
With shipping insurance File a claim with the insurance company → totwoo will assist ~1 day
⏱️ Order Cancellation (Within 12 Hours)

If you wish to cancel your order within 12 hours of placing it, please submit a cancellation request. It will enter our review process.

Request Cancellation → Review (~1 day) → Order Cancelled & Refunded

* Cancellation requests after 12 hours or after shipment may not be eligible. Please contact for assistance.

5. Exchange Process

If you'd like to exchange your item for a different product, the process depends on the price difference:

💰 Exchange for a Higher-Priced Item

If the new item costs more, you'll need to pay the price difference first.

Pay Price Difference → Confirmed → Upload Photos → Return Address Provided → Submit Return Tracking # → Return Received → New Item Shipped

* A link to pay the price difference (via a $1-increment add-on) will be provided during the exchange process.

💸 Exchange for a Lower-Priced Item

If the new item costs less, the price difference will be refunded to you.

Review → Price Difference Refunded → Upload Photos → Return Address Provided → Submit Return Tracking # → Return Received → New Item Shipped

6. Quick Reference

Request Type Review Time Refund Timeline
Keep product + 10% refund 1–2 business days After approval
Return (personal reason) 1–2 business days Within 7 business days of receiving the return
Quality issue (replacement) 1–2 business days Replacement shipped upon approval
Shipping/logistics issue ~1 business day Case by case
Order cancellation (within 12h) ~1 business day After approval
Exchange 1–2 business days New item shipped after return received

📧 Need Help?

For any questions about returns, exchanges, or product issues, please contact our support team at . We're here to help!