If something arrives damaged, broken, wrong or missing, we put it right. We collect the item from you for free, check it at our warehouse, and then send a replacement or refund you, whichever you choose.
1. What we take back
- Items damaged or leaking in transit
- Defective items
- A wrong item sent by us
- An item missing from your parcel
Most of our range is puja essentials, food and items that travel by road, which we cannot resell once they have left our warehouse. So we cannot accept returns if you change your mind.
2. How quickly to tell us
| Problem | Tell us within |
|---|---|
| Damaged or leaking | 48 hours of delivery |
| Wrong item | 48 hours of delivery |
| Missing item | 48 hours of delivery |
| Defective | 7 days of delivery |
3. How to tell us
WhatsApp us at [Totacart WhatsApp number] with your order number and a photo or short video. The photo should show the item and the parcel label or order number. For a defect, please show the problem. Your photo starts the claim; we decide once we have checked the item itself.
4. Sending the item back
We collect every item you claim for, whatever its price, from your address, free of charge. Please keep it, in any box or bag, until the courier collects it. Return pickups travel by road and usually take 2 to 9 days to reach us, depending on your city.
If the item can't travel back by courier (some couriers won't carry camphor, matchboxes, attar and perfume, aerosol cans or party poppers, or a leaking item), we will ask you to show it to us on a short WhatsApp video call instead.
For a missing item there is nothing to send back. We check the video of your parcel being packed (every parcel is packed on camera) and may ask you for a short video call.
5. What you get
We check your item within one working day of it reaching our warehouse in Noida. If the problem is confirmed, you choose:
- A replacement, sent at our next courier pickup, at no cost to you; or
- A refund of the price you paid for the item, issued the same working day.
If we refund every item in your order, we also refund the delivery charge and any cash-on-delivery fee.
If the item we receive is not the one we sent, or doesn't have the problem described, we will share our check video with you and send the item back to you. We can't refund or replace it.
If the courier can't collect the item after two attempts, we close the request. Message us and we will book one more pickup.
6. How refunds reach you
- Paid online: back to your original payment method through Razorpay, our payment partner, which takes 5–7 working days from the day we issue the refund.
- Cash on delivery: we ask for your UPI ID and transfer the amount within 2 working days, with the transaction number.
We will never ask for your PIN, OTP, password or card details.
7. Parcels that come back undelivered
If a prepaid parcel comes back to us because it could not be delivered, we refund the order value minus the actual delivery charges both ways. See our Shipping Policy for details.
8. Contact
WhatsApp [Totacart WhatsApp number] or email ecom@totacart.in. Please keep your order number handy.