Money Back Policy

When you get your money back — and exactly how much.

💳 Full refund — we cover everything

You receive 100% of what you paid, including the shipping fee, when:

• the item arrived defective or stopped working through no fault of your own;
• you received the wrong item;
• the item is not as described on the product page;
• the item arrived damaged (report within 48 hours with a photo);
• your order never arrived;
• you cancelled within 2 hours of ordering.

In all of these cases we also arrange and pay for the return pickup.

↩️ Change of mind — what is deducted

• Accepted within 14 days of delivery, provided the item is unused and in its original packaging with all tags, accessories and free gifts.
• The return shipping cost and the payment-gateway fee are deducted from your refund; you receive the item price minus these costs.
• The original 10 AED shipping fee is not refunded. If your order qualified for free shipping (300 AED or more), nothing is deducted for the original delivery.
• We tell you the exact deduction before you confirm the return — no surprises.

🚫 What we cannot refund

• Items damaged by misuse, drops, liquid, or unauthorised repair.
• Hygiene-sensitive products once opened, perishables, custom-made orders, and digital goods or game codes once revealed.
• Items returned incomplete, used, or without their original packaging — these are declined after inspection and shipped back to you at your expense.

Manufacturing defects in any of these categories are still covered by the 1-Year Totot Warranty.

🔍 How the process works

1. Request — My Account → Orders → Request Return, or message us on WhatsApp with your order number.
2. Collection — free Aramex pickup for our-fault returns; drop-off or paid pickup for change-of-mind returns.
3. Inspection — our quality team checks the item on arrival and approves valid returns within 24 hours.
4. Refund — issued to your original payment method (see the table below) and confirmed by email.

💸 Refund timing by payment method

All approved refunds include the 5% UAE VAT you paid.

🧾 If your card is closed or expired

If the original card is no longer active, we issue the amount as store credit to your account after verifying your identity, or transfer it to your bank account — your choice.

🆘 Need help with a refund?

Message us on WhatsApp with your order number, or email support@totot.ae with the subject “Refund #…”. Nothing in this policy limits your statutory rights under UAE Federal Law No. 15 of 2020.