We want all our customers to be happy even the unhappy ones!
We are confident that you will be delighted with your purchase from TotsBots however if for any reason you wish to send goods back you can be reassured that all returns are covered by the Distance Sellers Protection Act. Your statutory rights are not affected.
So, you have changed your mind and want a refund…
- Refunds can only be given if you have bought the nappies directly from TotsBots. Please note: Postage charges not eligible for refund
- Goods must be returned within 28 days of purchase date
- They must be in original condition and packaging, unwashed and unused.
- It is the customers responsibility to return the goods to TotsBots
- Return postage is payable by the customer
- Recorded delivery is advisable as TotsBots cannot be held responsible for goods going missing in the post
- Please note TotsBots will not refund for goods that have been washed or used unless they are deemed to be faulty by us
You have a fault with your nappies and they are within the guarantee period
Please contact us before sending any goods back to us. If we agree that the nappies are faulty and within guarantee we will give you an RGA code, (Return Goods Authorisation). When sending goods back please quote this code and include a covering letter with your full contact details, details of the fault and your invoice number. However where able, please send a photo of the fault first to email@example.com as this may save you having to return items to us. In the first instance goods will be repaired or replaced wherever possible, refunds will only be given if replacement stock is not available, a suitable alternative is not available or a repair is not applicable.
We have sent you the wrong stuff…
We are human and sometimes we do make mistakes. Call us first and we will decide which return option is best. For larger parcels of 10 nappies or more it may be better to have the goods uplifted by our courier company
Reimbursing postage costs
We will only reimburse reasonable postage charges. This generally means 1st class recorded. In some instance with larger parcels we will arrange uplift by courier.
Return Goods to:
Unit 2, M8 Business Complex
259 Summerlee Street
Queenslie Industrial Estate
We reserve the right to refuse returns or to charge you our fees and expenses if the product is received otherwise than in accordance with these requirements.
TotsBots 12 months Guarantee
All TotsBots products are covered by our 12 month guarantee. This covers fabric faults and workmanship for a period of 12 months from date of purchase. This does not cover damage caused to product by excessive laundering, for example using harsh stain removers, boil washing, continually tumble drying, adding vinegar or sodium bicarbonate to the wash. Excessive laundering can destroy elastic, make the fabric go bald, reduce the performance of you nappies, drastically reduce the lifespan and will render you guarantee void. We have had some very bedraggled little nappies come home to us and it just makes us sad to hear what some people do to them to keep them white or stain free. Repeat after us “Whiter than white simply ain’t right”! The nappies are there to catch waste and over time they may become stained or discoloured, this is to be accepted and is not a fault.