At Totot, refunds and disputes are resolved fairly, fast, and transparently – always aligned with your original payment method.
(Updated: November 27, 2025 | UAE Orders Only)
✅ Refund Eligibility
You qualify for a full refund if:
• Item arrived damaged or defective (confirmed by our quality team).
• Item doesn’t match the description/specs on our site.
• Wrong item received or counterfeit product.
• Order was canceled by us or before dispatch.
You qualify for a full refund if:
• Item arrived damaged or defective (confirmed by our quality team).
• Item doesn’t match the description/specs on our site.
• Wrong item received or counterfeit product.
• Order was canceled by us or before dispatch.
Important:
• Change-of-mind returns: The item cost is refunded, but the customer bears all return shipping costs and payment gateway fees (non-refundable).
• All approved refunds include 5% UAE VAT.
• Rejected returns (e.g., used items, missing parts) will be shipped back to you at your expense.
• Change-of-mind returns: The item cost is refunded, but the customer bears all return shipping costs and payment gateway fees (non-refundable).
• All approved refunds include 5% UAE VAT.
• Rejected returns (e.g., used items, missing parts) will be shipped back to you at your expense.
🔄 How to Request a Refund
- Log in → My Account → My Orders.
- Select order → Click “Request Return/Refund”.
- Upload 1 clear photo of the issue (mandatory for damaged/defective claims).
- Submit → Our quality team will inspect the item upon receipt and respond within 24 hours of inspection.
💸 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
• 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
⚖️ Dispute Resolution
If you are unsatisfied with our initial resolution:
If you are unsatisfied with our initial resolution:
- WhatsApp us immediately with “DISPUTE” + your order number: +971 56 633 7279
- Our dedicated dispute team will:
• Reinvestigate within 24 hours.
• Provide a final resolution within 3 business days.
• Offer escalation to senior management if needed.
No resolution? We’ll issue a full refund + a 10 AED goodwill credit to your account.
📱 Urgent Support
• WhatsApp (Priority): +971 56 633 7279 (Tap to chat – replies in <15 mins, 9 AM–10 PM GST)
• Email: support@totot.ae (Subject: “URGENT: DISPUTE #______”)
• WhatsApp (Priority): +971 56 633 7279 (Tap to chat – replies in <15 mins, 9 AM–10 PM GST)
• Email: support@totot.ae (Subject: “URGENT: DISPUTE #______”)
Google Merchant Center Compliance Note:
“Full refunds for damaged/defective items. For change-of-mind returns, the customer bears return shipping costs and payment gateway fees (non-refundable). 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. Dispute resolution completed within 3 business days. Service area: United Arab Emirates only.”
“Full refunds for damaged/defective items. For change-of-mind returns, the customer bears return shipping costs and payment gateway fees (non-refundable). 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. Dispute resolution completed within 3 business days. Service area: United Arab Emirates only.”
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