Refund Policy

Last updated: September 23, 2026

Thank you for shopping at Tote Haus. This Refund Policy explains when returns and refunds are available for purchases made on https://totehaus.shop. Please read it before you order so you know what we accept and what we do not.

Tote Haus is operated by IREX MEDIA US LLC. Customer support for returns and refunds uses the same contact details published across this website:

• Email: support@totehaus.shop
  Live chat: available on this website during Monday-Friday, 9:00 AM-5:00 PM (ET)
  Phone support: not offered
• Support hours: Monday-Friday, 9:00 AM-5:00 PM (ET); email and live chat only; Saturday-Sunday closed

Buyer's remorse and general returns (not accepted)

We do not offer a general “try it and return it” program. Buyer's remorse, change of mind, and other personal preference returns are not accepted.

Examples of requests we will decline include (but are not limited to):

• You changed your mind after the order arrived
• You no longer want or need the item
• You ordered the wrong product, length, color, connector type, or quantity yourself
• You found a lower price elsewhere after purchase
• The item looks different than you imagined from photos, but matches the listing description
• You prefer a different style, brand, or accessory after receiving the product
• You want to return for any reason other than our wrong dispatch or a verified defective product

If none of the allowed cases below apply, we cannot approve a return or refund after the order has shipped.

When returns are allowed

You may request a return within 15 days of delivery only if one of the following applies:

• Wrong dispatch: We sent the wrong item, wrong variant, or an incorrect order from our side (not a customer selection error at checkout)
• Defective product: The item arrives defective or damaged in a way that is not caused by misuse, normal wear, accidents, or mishandling after delivery

The 15-day window starts on the date the carrier marks the order delivered (or the date you receive it, if earlier and verifiable). Requests submitted after day 15 are not accepted.

How to start a return request

1. Email support@totehaus.shop within 15 days of delivery
2. Include your order number, the product name, and a short description of the issue
3. Attach clear photo proof and video proof of the product and packaging that shows the wrong item or the defect
4. Wait for our written approval and return instructions before shipping anything back

Requests without photo and video proof cannot be approved. Unapproved returns shipped to us may be refused or returned to you at your expense.

What happens after you contact us

• We review your message and supporting proof, usually within one business day during support hours
• If approved, we email a return authorization and shipping instructions
• For verified wrong-dispatch or defective items, we arrange a replacement or a refund to your original payment method
• For approved cases caused by our error or a verified product defect, we cover reasonable return shipping
• Returned items should be unused except as needed to identify the defect, kept in original packaging when possible, and include all original components

Not eligible (summary)

• Buyer's remorse / change of mind / general preference returns
• Wrong size, color, connector, length, style, or product chosen by the customer
• Items returned without prior written approval
• Items returned without photo and video proof
• Requests submitted more than 15 days after delivery
• Damage or issues caused after delivery by normal wear, misuse, accidents, or mishandling
• Incomplete returns, or items returned in unsellable condition for reasons unrelated to a verified defect or wrong dispatch

Cancel before shipping

• If your order is still processing and has not shipped, contact us as soon as possible
• We can usually cancel unshipped orders for a full refund to your original payment method
• Once an order has shipped, cancellation is no longer available and only the return rules above apply

Refunds

• After an approved return is received and inspected, refunds are issued to the original payment method within 7 business days
• You will receive an email confirmation when the refund is processed
• Banks and payment providers may take additional time to show the credit on your statement
• Because Tote Haus currently collects payment by direct bank deposit, refunds follow the same payment channel used for your order (or another method we confirm with you in writing)
• Outbound shipping fees are generally non-refundable except for approved wrong-dispatch or defective-product cases where we agree to cover return shipping, or when we cancel an order before it ships

Exchanges and replacements

• Where stock allows, we may offer a replacement for verified wrong-dispatch or defective items instead of a refund
• If the same item is unavailable, we offer a suitable alternative or a refund
• We do not offer exchanges for change-of-mind or preference reasons

Late or missing refunds

If you believe you are owed a refund and have not received it:

• Check your bank statement or payment confirmation again
• Contact your bank or payment provider, as processing times vary
• If you still have not received the refund, email support@totehaus.shop with your order number and the date we confirmed the refund

Related policies

For delivery timing and shipping costs, see our Shipping Policy. Payment steps are in the Payment Policy. Site use is also subject to our Terms of Service and Privacy Policy. Business identity is listed in the Legal Notice.

Contact for returns

Trade name: Tote Haus
Legal name: IREX MEDIA US LLC
Address: 7901 4th St N, Ste 17196, St. Petersburg, FL 33702, USA
Email: support@totehaus.shop
Support hours: Monday-Friday, 9:00 AM-5:00 PM (ET); email and live chat only

Do not send returns to this address unless we specifically instruct you to do so in writing for your approved case.