Cancellation & Refund Policy

Last updated: 15 September 2026

Every Toto's Botanica piece is crocheted by hand, just for you, after you order. Because work starts almost straight away, our policy is short and firm — please read it before you buy.

1. Cancelling an order

You can cancel for a full refund within 6 hours of placing your order.

After 6 hours we will already have started making your piece, so the order can no longer be cancelled. This applies to both ready-made designs and custom pieces.

To cancel, email totosbotanica@gmail.com within the 6-hour window with your name and the email address you ordered with. The time your email reaches us is the time we go by.

2. Returns and exchanges

We do not accept returns or exchanges. Each piece is made to order and cannot be resold, so we are unable to take items back for a change of mind.

3. Damaged or incorrect items

We pack every order carefully, but if something goes wrong we’ll make it right. We will send a free replacement if:

  • your order arrived damaged in transit, or
  • you received a different item from the one you ordered.

To claim a replacement, you must:

  • contact us within 48 hours of delivery, at totosbotanica@gmail.com;
  • include clear photos of the item and of the parcel and packaging it arrived in.

Once we’ve reviewed your photos we’ll confirm the replacement and let you know when to expect it. A replacement is made to order like the original, so it follows the timelines in our Shipping Policy. Where we can’t make a replacement, we will issue a full refund instead.

4. What is not covered

We are unable to offer a replacement or refund for:

  • small natural variations in colour, size, shape, or finish — these are part of a handmade piece, not defects;
  • colours that look slightly different in person than on your screen;
  • for custom pieces, differences of personal taste where the piece matches the brief you gave us;
  • damage that happens after delivery;
  • claims reported after 48 hours, or without photos;
  • a change of mind.

5. How refunds are paid

Approved refunds are returned to your original payment method. We start the refund as soon as it’s approved; it usually reaches your account within 5–7 business days, depending on your bank.

6. Your statutory rights

Nothing in this policy limits any rights you have under the Consumer Protection Act, 2019 or other applicable law.

7. Questions

Get in touch through our Contact page.