Refund policy

At Totobay, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority, and that's why we have a 14-day guarantee in place. If you're not happy with your purchase for any reason, please get in touch with us at our contact page.

Cancellation Policy
Keep in mind that any modifications or cancellations to an order must occur within 24 hours of placing it. After this period, we might not be able to fulfill your request since the order may have already entered processing. Should you cancel within 24 hours, your refund will be processed within 10 business days. If the payment has been processed, the refund amount will be reduced by a 3% fee to cover payment processing charges

Returns and Refunds
We provide a 30-day return window for unused items returned in their original packaging. However, we don't issue refunds for used, worn, or damaged items due to normal use or misuse. We cannot offer refunds on items that have been opened, altered, or used in any way. This includes trading card boxes where the contents have been tampered with, as it would be impossible to verify the original condition of the items.

To start a return, email us within 14 days of delivery, providing your order number and a picture of the product. Our team must approve all returns before you ship the product back. Items must be returned in their original packaging and unused state. Include your order number and shipping name in your return package to facilitate prompt processing. Customers bear return shipping costs, except for damaged items upon receipt. Shipping costs are not reimbursed.

Upon receiving your return, we may take up to 7 business days to inspect the item/s. Once we confirm the items are in good condition, please allow up to 30 business days from the confirmation date for the refund process. If you haven't received your refund after we've confirmed processing and successful refund, please contact your financial institution.

All refunds are processed in Euros. Note that customers are responsible for any fees associated with transactions or exchange rates.

Product Concerns
We take product safety seriously and encourage customers to use our products safely and responsibly. Please adhere to all proper usage instructions and safety precautions provided with your product and any additional resources available on our website. Products may present choking hazards, particularly for young children, and should not be used by children unless under adult supervision. Failure to follow these guidelines may result in damage or injury, for which we cannot be held responsible. 

Damaged Items
We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.

If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We neither refund nor accept returns for items damaged through normal use, wear and tear, or misuse.

Shipping and Delivery
While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, or other factors and issues that may arise during shipping. If you encounter any delivery issues, contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages.

Pre-Order Cancellation and Returns
For pre-orders, please note that cancellations can only be made within 48 hours of the order being placed. After this period, cancellations will not be accepted as pre-order products are reserved specifically for you. If you wish to cancel, please contact us promptly. Returns on pre-order items are accepted under the same conditions as regular orders.