Returns & Refunds policy

Effective Date: October 1, 2025
Company: TOTZ
Website: https://www.totz-eco.com
Contact: contact@totz-eco.com

1. Overview

At TOTZ, we take pride in our eco-friendly products and sustainability education programs. We want every customer and participant to have a positive experience.

This policy outlines how refunds, returns, and cancellations are handled for both Tote-Bags-as-a-Service (TBaS) and Sustainability HEROEZ programs.

2. Tote Bags (Products)

Each tote bag is handcrafted by our local female sewing community with care and quality.
As these are custom or made-to-order products:

• Refunds: Once production has started, refunds are not available except for defective or damaged items.

• Returns: If you receive a defective or incorrect product, please notify us within 7 days of delivery with a photo of the issue. We will arrange a replacement or refund.

• Shipping: Customers are responsible for return shipping unless the error was ours.

3. Sustainability HEROEZ Program (Workshops & Day Camps)

• Registration Fees: A 50% payment confirms a participant’s seat in the program.

• Cancellations: If you cancel at least 7 days before the program start date, we will refund 50% of your payment.

• Late Cancellations: No refund is available for cancellations made within 7 days of the start date, as materials and staffing are pre-allocated.

• Program Cancellation by TOTZ: In rare cases (e.g., safety concerns, low enrollment), TOTZ reserves the right to reschedule or issue a full refund.

4. Refund Process

To request a refund or replacement, please email contact@totz-eco.com with:

• Your full name

• Order or registration number

• Description of the issue

• Photo (if product-related)

Refunds will be processed within 7–14 business days after approval.

5. Non-Refundable Items

• Custom tote bag orders once production begins.

• Digital materials or downloadable educational content.

• Late cancellations for workshops or events.

6. Contact

For all refund, return, or cancellation inquiries:
📧 contact@totz-eco.com