Refund policy

Original Tote Pan Company

Effective Date: 25 Sept 2025

At Original Tote Pan Company, we want you to be completely satisfied with your purchase. Please read this carefully before making a purchase. We also recommend that you carefully read our terms and conditions.

1. Made-to-Measure Goods

All of our products are custom-built to your specifications. You are able to select form various personalisation options (such as size and colour).

In order to manufacture each product to your desired specifications, we only begin the manufacturing process once your order is placed. Our products therefore qualify as "made-to-order" under UK consumer law.

This means we are unable to accept returns if you have changed your mind.

If your product is faulty, not fit for purpose, or not as described, you are entitled to a full refund or replacement as per UK law. Please let us know within 30 days if this is the case.

2. Faulty or Misdescribed Goods

If you believe a product is faulty, not fit for purpose or not as described, please contact us as soon as possible at hello@originaltotepancompany.com. We will advise you on the process for repair, replacement, or refund.

3. Order Cancellation

Order cancellation is only guaranteed if you contact us within 24 hours of receiving your order acceptance email.

After this period, cancellations cannot always be accommodated due to the custom nature of our products.

If you with to cancel your order after the 24 hour period, please contact us as soon as possible. We will do our best to help.

4. Refunds

Only if a refund is approved will we refund the full amount paid for the goods.

Refunds will be issued within 10 business days using the same payment method used for the original purchase.

5. Contact for Returns

Email: hello@originaltotepancompany.com
Phone: 01527 853131
Address: Rigby Street, Wednesbury, WS10 0NP, England