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Need to return an item to its seller? This step-by-step guide will help you send off the item with peace of mind so you can get your refund, repair, or replacement underway quickly.
Unless you’ve damaged it, you can generally return any item for a full refund or exchange within 30 days of receiving it. Even when those 30 days are over, you're still covered by our 2 year Warranty in case a technical issue comes up and you need to have the product repaired. 

For more information, and to avoid unnecessary delays, take a closer look at our return policy and then follow the steps below.

Contact TTOMall Customer Care

• Log in to your TTOMall account > "My orders" > “VIEW MORE” > "Contact" 
• Follow the prompts, answering the questions about your return.
• When you've reached the confirmation screen, the return process is underway. You'll receive an e-mail with the return label and instructions.         

Prepare your item for its voyage

Step 1. Check your warranty coverage

Please note that if your item has significant physical damage (e.g. broken screen), oxidation (liquid damage), or was opened by a third party, it won’t be covered by the TTOMall warranty.

For out-of-warranty items,  the seller will return the device to you unrepaired. 

If the seller is unable to repair the item under the warranty, it doesn’t automatically mean it's unrepairable. You can still take it to a local repair shop. 

Step 2. Send us photos of your item

To avoid a dispute over the condition of your item, please take clear, bright, and, ideally, reflection-free photos that show the buttons and ports on the item. Once we respond to your message regarding your return request, you can attach the photos in the same conversation. If you’re unable to send the photos in a single message, you can send them individually. 

Photos of smartphones and tablets must show:

1. The device with the screen turned on (if possible)
2. The device with the screen turned off
3. Back of the device 
4. Left side 
5. Right side
6. Top side
7. Bottom side

For other types of items

For anything not listed here, your approach should be the same — take good-quality photos of the item, including all of its sides.

Step 3. Back up and/or transfer your data

This section only concerns devices with personal data storage. Think smartphones, tablets, laptops,  — things you can log in to. You can skip this step if you’re returning other types of electronics.

When you return an item, sellers do a whole series of tests on your device and may even completely restore it. So, regardless of why you’re returning it, be it an exchange, refund, or any type of repair, you should always back up your data and remove it beforehand. 

If your device is not working (or at least your screen is not responding), you won’t be able to back up your data, but you can always see if there is a backup on any cloud account you have.

Rest assured, sellers on TTOMall must comply with the strict privacy laws laid out in our Ethics and Compliance Charter. This means that they will never handle your personal data, but it also means that they can’t back it up for you either. So, to help yourself, follow the link for your device below and follow the steps.

 Apple Devices

Step 4.  Disconnect your item from any user account or eSIM

If an iCloud, Google, or Samsung account or eSIM is still active when you send your item, it’ll result in significant delays in processing your refund or exchange. 

Whether you’d like a refund, repair, or exchange, there are several reasons we ask you to deactivate your user accounts and eSIM: 

• To protect your data and privacy
• To make it possible for the seller to restore and repair the device
• To make it possible for another person to use the device if it’s resold

WARNING: You must deactivate your user accounts and eSIM to successfully return a device (e.g. smartphone, laptop, tablet) — otherwise, the seller won’t be able to repair, reuse, or connect to it.

How to deactivate your user account

For Apple Watches, follow these guidelines: What to do before you sell, give away, or trade in your Apple Watch, or buy one from someone else

To remove your AirPods or Beats headphones from Find My, unpair them from Bluetooth settings on each of your devices, then remove them from your devices list

For other Apple devices (iPhone/iPad/MacBook), follow this step-by-step guide:

How to deactivate your user account

For Apple Watches, follow these guidelines: What to do before you sell, give away, or trade in your Apple Watch, or buy one from someone else

To remove your AirPods or Beats headphones from Find My, unpair them from Bluetooth settings on each of your devices, then remove them from your devices list

For other Apple devices (iPhone/iPad/MacBook), follow this step-by-step guide: