Refund Eligibility
You may request a refund if:
- The item was received in a damaged condition.
- The item was defective or non-functional.
- The item does not match the description or specifications provided on our platform.
- The order was canceled prior to shipping.
How to Request a Refund
- Log into your account:
- Navigate to the “My Orders” section.
- Select the order:
- Choose the order you’d like to request a refund for.
- Click on the “Refund” button:
- Provide the reason for your refund request.
- Upload any supporting evidence, such as photos of the damaged or defective product.
- Submit your request:
- Our team will review your case and provide a resolution within 3 to 5 business days.
- Log into your account:
Refund Process
- Refund Method: Refunds will be issued to the original payment method used at checkout.
- Processing Time:
- For bank cards: Refunds may take 5 to 10 business days, depending on your bank.
- For other payment methods: Refunds will be processed according to the method selected at the time of purchase.
- Shipping Costs: If the issue is due to damaged or defective products, shipping fees will be refunded as well.
Dispute Resolution
If you are not satisfied with the outcome of your refund request, you may:
- Contact customer support:
- Email: support@totot.ae
- Phone: +971 56 633 7279
- Escalate the issue: Our dispute resolution team will reassess your case and respond within 7 business days.
We are committed to ensuring that all disputes are resolved fairly and promptly, with your satisfaction as our priority.
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