Not happy with a product or an order? Here is how refunds and disagreements are handled.
Updated: October 2026 · UAE orders only
💸 Refund timing by payment method
- Card: we process the refund within 2 business days of approval; your bank shows it within 5–14 days.
- Cash on delivery: bank transfer within 3–5 business days after inspection — send us your IBAN on WhatsApp.
- Tabby: handled under Tabby’s refund policy.
- Tamara: handled under Tamara’s refund policy.
- Refunded amounts include the 5% UAE VAT you paid.
⚖️ Disputes — fair and fast
- Talk to us first: most issues are solved in one WhatsApp conversation, and we fix our mistakes at our cost.
- Escalate: still not resolved? Email support@totot.ae with the subject “DISPUTE: Order #…” — a senior team member replies within 1 business day.
- Your rights: nothing here limits your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection, or your card issuer’s chargeback process.
🆘 Need help?
WhatsApp +971 50 242 8213 — daily 9 AM–11 PM (UAE time) • Email support@totot.ae • Phone +971 56 633 7279
Policy summary: Refunds processed within 2 business days of approval; card refunds appear within 5–14 days depending on the bank. Disputes are reviewed by a senior team member within 1 business day. Service area: UAE only.
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