Faulty or Damaged Items

In the unlikely event that the items received are faulty or damaged on delivery, please notify us within 14 days.

As products are made from natural wood, the wooden material may not be consistently perfect. For products with natural wood feature, it must be noted that it is normal to have inconsistent pattern, texture and feel for the surface as most natural wood featured items are not similar to one another. If this occurs, it is not recognised as defective items but as part of the natural wood’s feature. It is only a defect when the wood has unnatural marks on it such as cracks. Thus, any complaints on damaged goods must be accompanied by photos for our team to inspect and arrange the most suitable solutions for our customers. A credit note or refund would be offered depending on the severity of the issue.

If your order is lost or damaged beyond repair in transit, please contact our staff as soon as possible so that we can contact the freight company immediately to arrange for the best solution.

Incorrect Products Received

In the unlikely event that you received an incorrect product, please contact us immediately via phone or email to arrange for the best solution. If products are returned, it must be in original condition and packaging, unused and unassembled. Shipping fee for returned products will be fully covered by TOTS.

Important Notes

For returned goods, it is important to note that it would only be accepted in original condition and packaging. Prior to returning an item, please contact TOTS  to obtain the Returns Authorisation number (RA number) for smooth transaction and further understanding to the cause of returning the products.

With any claims, it is important to be supported with a proof of purchase.


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