Legal

✅ Full Refund Eligibility

You qualify for a 100% refund (including shipping) if:

• Item arrives damaged, defective, or non-functional
• You receive the wrong item (doesn’t match description/specs/photos)
• Order is not delivered within up to 3 business days (without valid reason)
• You cancel within 2 hours of ordering (before processing begins)

🚫 Non-Refundable Cases

• Change of mind after 2 hours: Item cost refunded, but 10 AED shipping fee non-refundable
• Items used, altered, or without original packaging/tags (unless defective)
• Hygiene products (earrings, masks, underwear), perishables, or custom orders

🔄 How to Request a Refund

1. Log in → My Orders
2. Select order → Click “Request Refund”
3. Upload 1 photo of issue (required for damaged/defective items)
4. Submit → We respond within 24 hours (not 3-5 days)

💸 Refund Timeline by Payment Method

Important Notes:

• All refunds include 5% UAE VAT
• Shipping fee (10 AED) refunded for defective/wrong items
• Shipping fee (10 AED) non-refundable for change-of-mind returns
• Claims must be submitted within 14 days of delivery

 

📱 Instant Support

• WhatsApp (Fastest): +971 56 633 7279
  (Tap to chat – replies in <15 mins, 9 AM–10 PM GST)
• Email: support@totot.ae (subject: “URGENT: Money Back #______”)

Google Merchant Center Compliance Note:
“Full refunds (including 10 AED shipping fee) for damaged/defective/wrong items. Non-refundable shipping fee (10 AED) applies only to change-of-mind returns. Refunds processed within 5 business days of approval. All refunds include 5% UAE VAT. 14-day money back window. Service area: United Arab Emirates only.”