(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, or 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. Return Shipping:
• Change of Mind / Customer Responsibility: Customer bears ALL return shipping costs and payment gateway fees. Drop off at any Aramex location using your return label, or arrange a pickup.
• Defective/Wrong Items: We cover ALL return shipping costs (free courier pickup arranged within 24 hours).
🔍 Quality Inspection & Resolution
Our quality team inspects ALL returned items.
• Approved: We will send a brand new replacement OR process a full refund.
• Rejected: If the item was opened/used, or is missing tags/accessories, the return is rejected and the item will be shipped back to you at your expense.
💸 Refund Timeline by Payment Method
• Credit/Debit Card (Stripe): ~7 business days for Stripe processing + 3–5 business days to your card after funds reach our account. (Note: Payment gateway fees are non-refundable for change-of-mind).
• Cash on Delivery (COD): 3–5 business days via bank transfer (provide IBAN via WhatsApp) after item inspection and once funds are available in our account.
• Tabby: Processed per Tabby’s policy. Tabby Refund Policy
• Tamara: Processed per Tamara’s policy. Tamara Refund Policy
⚠️ Important Notes
• Original shipping fees and payment gateway fees are non-refundable for change-of-mind returns.
• We cover ALL costs (including return shipping) ONLY for confirmed defective/wrong items.
• All approved refunds include 5% UAE VAT.
🆘 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. Customer bears return shipping costs and payment gateway fees for change-of-mind returns. Defective/wrong items qualify for free returns and full refund. All returns are subject to quality inspection. Refunds processed within 3-5 business days after funds are received from the payment processor (approx. 10-12 business days total for cards). All refunds include 5% UAE VAT. Service area: United Arab Emirates only.”
“14-day return window. Customer bears return shipping costs and payment gateway fees for change-of-mind returns. Defective/wrong items qualify for free returns and full refund. All returns are subject to quality inspection. Refunds processed within 3-5 business days after funds are received from the payment processor (approx. 10-12 business days total for cards). All refunds include 5% UAE VAT. Service area: United Arab Emirates only.”
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