What if my order is damaged?

✅ Immediate Action Steps

• At the door: if the parcel is visibly damaged, you may refuse delivery — tell the courier “this package is damaged, I reject delivery” and WhatsApp us a photo of the box.
• After opening: report the issue within 48 hours of delivery with photos. Please keep the item and its packaging until our team confirms the next step.

📦 Free Resolution — Zero Cost to You

For confirmed damaged items we cover all costs: free Aramex pickup, then your choice of a free replacement or a full refund to your original payment method (including original shipping and gateway fees). Resolutions are confirmed after our quality team’s inspection.

📸 How to Report

1. Log in → My Account → My Orders → select the order.
2. Click “Return and Refund” → upload 1 photo of the item + 1 photo of the packaging showing the damage.
3. Submit — our team responds within 2 hours.

💸 Refund Timing by Payment Method

• Credit/Debit Card: we process your refund within 2 business days of approval; your bank posts it within 5–14 days. (Gateway fees are non-refundable for change-of-mind.)
• Cash on Delivery: bank transfer within 3–5 business days after inspection — just share your IBAN via WhatsApp.
• Tabby: per Tabby’s refund policy.
• Tamara: per Tamara’s refund policy.
• All approved refunds include 5% UAE VAT.

🆘 Urgent Support

WhatsApp +971 56 633 7279 (critical for damaged items — include order number + photos, 9 AM–11 PM GST daily) • support@totot.ae (subject: “DAMAGED ORDER #…”)

Google Merchant Center Compliance Note: Damaged items qualify for free returns and full refunds. Claims must be reported within 48 hours of delivery. No return shipping fees or payment-gateway fees are charged for damaged items. All returns are subject to quality inspection. Refunds processed within 2 business days of approval. Service area: United Arab Emirates only.