Returns and Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to proceed with returns
If you are a registered user:
Log in with your email address and password.
Log in to your account and find your order under "ORDER".
Access the order summary.
Click the "RETURN" button.
If you are NOT a registered user:
Go directly to the returns portal by clicking HERE.
Enter your full order number and your email; both are listed in your order confirmation.
Select the product(s) you wish to return and then proceed.
The return shipping is at the customer's expense while the shipping of the new product will be at our expense.
Contacts
You can also contact us at shop@totem-esports.com or via our WhatsApp Business service at +39 011 1950 5230. If your return is accepted, we will send you instructions on how and where to send the package. Items returned without first requesting a return will not be accepted.
You can always contact us for any return question at shop@totem-esports.com or via our WhatsApp Business service at +39 011 1950 5230.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the problem and resolve it.
Exceptions and non-returnable products
The right of withdrawal does not apply to:
products personalized at the customer's express request (e.g., products personalized with player or personal names and/or numbers, patches, or initials, except for defective or damaged products); or match jerseys following a player's change of jersey number or transfer to another team.
Certain types of items cannot be returned, such as perishable products (e.g., food, flowers, or plants), personalized products (such as special orders or personalized items), and personal care products (e.g., beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please contact us if you have any questions or concerns about your specific product.
Unfortunately, we cannot accept returns for sale items or gift cards.
Exchanges
The return shipping is at the customer's expense while the shipping of the new product will be at our expense.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you as soon as we receive and inspect your return and let you know whether or not your refund has been approved. If approved, the refund will automatically be credited to your original payment method. Please note that it may take a few days for your bank or credit card company to process and credit your refund.