Money Back Policy

Money Back Policy

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

💳 Full refund — we cover everything

When it is our fault, you receive 100% of what you paid, including the original delivery fee (or a replacement if you prefer), and we arrange a FREE courier pickup from your address — the store bears all costs. This applies when:

• the item has a manufacturing defect or fault (confirmed after our inspection);
• you received the wrong item;
• the item is not as described on the product page;
• the item is counterfeit;
• the item arrived damaged (reported within 48 hours of delivery with a photo);
• your order never arrived.

↩️ Change of mind — what is deducted

• Applies when there is no defect and no damage — including when you refuse the delivery, or receive the parcel and ask to return it without opening it. Accepted within 14 days of delivery, provided the item is unused and in its original packaging with all tags, accessories and free gifts.
• The customer bears the return shipping cost — drop the parcel off yourself, or request a paid pickup whose cost is deducted from your refund.
• The original delivery cost is not refunded — even if your order qualified for free shipping (300 AED or more), because we paid the courier for it. If you paid by card, Tabby or Tamara, the payment-gateway fee is also deducted, at cost (gateways keep it even when a payment is refunded). Cash on delivery: only the delivery cost is deducted.
• The rest is refunded once the item reaches us and passes inspection.
• We tell you the exact deduction before you confirm the return — no surprises.

❌ Cancellations

• Within 2 hours of ordering: full refund of everything you paid, including the delivery fee — minus only the payment-gateway fee if you paid by card, Tabby or Tamara (the gateway keeps it even when a payment is refunded). Cash-on-delivery orders are cancelled at no cost.
• After 2 hours, before the order is shipped: the same terms — full refund minus the payment-gateway fee for card, Tabby or Tamara payments; cash-on-delivery orders are cancelled at no cost.
• After shipping: the order can no longer be cancelled — it is treated as a return under the rules above (refusing the delivery counts as a change-of-mind return).

🚫 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 (+971 50 242 8213) 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.