Return and Refund Policy

At Totot, returns are simple, fair, and transparent. Here’s how it works:

(Updated: November 27, 2025 | 14-Day Guarantee for UAE Orders)

✅ Eligibility

• Return Window: Within 14 days of delivery date.
• Condition Required: Unused item in original packaging with all tags, accessories, and free gifts included.
• Accepted Reasons:
  • Defective item
  • Product not as described
  • Wrong item received
  • Counterfeit product

🚫 Non-Returnable Items

Hygiene-sensitive products (earrings, masks, underwear), perishables (food/beauty samples), custom-made orders, or digital goods.

📦 3-Step Return Process

1. Log In & Select Order:
   Go to My Account → My Orders .
2. Request Return:
   Click “Request Return” → Select reason → Upload 1 clear photo of the item (required for defective/wrong items).
3. Free Pickup or Drop-off:
   
   • Defective/Wrong Items: We arrange FREE courier pickup within 24 hours.
   • Change of Mind: Flat 10 AED return fee (deducted from refund). Drop off at any Aramex location using your return label.

💸 Refund Timeline

Important:

• Original shipping fee (10 AED) is non-refundable for change-of-mind returns.
• We cover ALL costs (including return shipping) for defective/wrong items.
• All refunds include 5% UAE VAT.
• Rejected returns? We email the reason and ship the item back to you free of charge.

 

🆘 Instant Support

• WhatsApp (Fastest): +971 56 633 7279
  (Tap to chat – include your order number. Replies in <15 mins, 9 AM–10 PM GST)
• Email: support@totot.ae

Google Merchant Center Compliance Note:
“14-day return window. Non-refundable shipping fee (10 AED) applies only to change-of-mind returns. Defective items qualify for free returns. Refunds processed within 5 business days of item receipt. All refunds include 5% UAE VAT. Service area: United Arab Emirates only.”