Refund Policy
At Totyn, we stand behind every product we sell.
Your satisfaction matters to us; that’s why every purchase is protected by our 30-Day Money-Back Guarantee.
If something isn’t right with your order, we’ll do our best to make it right quickly and fairly.
30-Day Money-Back Guarantee
You have 30 days from receiving your order to request a return or refund for any reason.
Whether you’ve changed your mind or received a faulty item, we’ll ensure the process is simple and transparent.
Please contact us at help@theonethatyouneed.com before returning any item.
Returns sent back without prior approval will not be accepted.
Eligibility for Returns
To qualify for a return or full refund, your item must:
- Be unused, in its original condition, and in its original packaging
- Include proof of purchase
Note: Returns sent without prior approval, or items received in unsellable condition, will not be accepted.
Customers are responsible for return postage costs unless the item is confirmed to be faulty or incorrect.
We recommend using tracked shipping and keeping your postal receipt until your return has been processed.
How to Start a Return
To start a return, email help@theonethatyouneed.comwith your order number and reason for return.
If your return is approved, we’ll provide:
- Step-by-step instructions for returning the item, and
- If the product is confirmed faulty or incorrect, a prepaid return label for your convenience.
Please note that faulty items may need to be returned via prepaid post parcel before a refund can be issued. This helps us verify the issue and maintain quality standards.
Please email us at help@theonethatyouneed.com with your order number and reason for return.
If your return is approved, we’ll send you step-by-step instructions for sending the item back or confirm if a return is not required (for minor or confirmed defects)
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or not as described, please contact us within 30 days of delivery with photos/videos of the issue.
We’ll review your claim and, if approved, will issue either a replacement or a full refund (We may request a return using a prepaid label before your refund is processed.)
Change of Mind
If you’ve changed your mind, we can offer a refund within 30 days of delivery, provided the item meets the eligibility requirements above.
Return postage costs for change-of-mind returns are the responsibility of the customer.
European Union 14-Day Cooling-Off Period
If your order was shipped to an address within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in its original condition, unused, and in its original packaging.
Refunds
Once your return is approved or received (if required), your refund will be processed back to your original payment method.
Please allow 3–5 business days for the refund to appear, depending on your bank or payment provider.
If more than 10 business days have passed since you received your refund confirmation, please contact us at help@theonethatyouneed.com
Non-Returnable Items
Certain types of items cannot be returned, including custom or personalised products. For hygiene and security reasons, used faraday products, personal safety devices, or visibly handled items may not be eligible for return unless faulty
Shipping Protection Policy
At Totyn, we want you to feel confident from checkout to delivery. That’s why we offer optional Shipping Protection at checkout — a simple add-on that keeps your order safe in case of loss, theft, or damage during transit.
What Shipping Protection Covers
If you purchase Shipping Protection at checkout, your order is protected against:
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Lost packages: When your parcel is confirmed lost by the carrier.
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Damaged items: If your product arrives broken, defective, or visibly damaged.
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Stolen packages: If your order is marked “delivered” but not received.
We’ll replace or refund your protected order at no additional cost once your claim is verified.
How To File A Claim
- Contact our support team at help@theonethatyouneed.com within 7 days of the issue.
- Include your order number, full name, and photos (if applicable).
- Our team will review your claim within 2–3 business days and arrange a replacement or refund as quickly as possible.
If You Didn’t Purchase Shipping Protection
We’ll still do our best to help, but replacements or refunds for lost, stolen, or damaged packages will follow carrier investigation outcomes and are not guaranteed without Shipping Protection.
Contact
If you have any questions about your return or refund, please reach out to our support team: help@theonethatyouneed.com
