Refunds & Returns Policy

Refunds & Returns

We strive to ensure your complete satisfaction with every Totooz purchase. If, for any reason, you’re not happy with your order, we’re here to help.

Return Window: You may return most new items within [number] days of delivery for a full refund. Please ensure the item is in its original condition, unworn, and with all tags attached.
Shipping Costs: Original shipping costs are non-refundable. You are responsible for return shipping costs.
Exceptions: Certain items, such as personalized products, intimate items, and health and personal care items, cannot be returned.

Inspection: Upon receiving your returned item, we’ll inspect it to ensure it meets our return conditions.
Refund Issuance: If approved, your refund will be processed to your original payment method within 7 business days.
Damaged or Defective Items: If you received a damaged or defective item, please contact our customer support immediately with order details and clear photos of the issue. We’ll arrange a replacement or refund as soon as possible.

To initiate a return, please follow these steps:

Contact our customer support team: Reach out to us at support@totooz.com or +256772918043 with your order number and reason for return.
Receive return instructions: Our customer support will provide you with specific return instructions and a return shipping label (if applicable).
Package the item securely: Carefully pack the item in its original packaging along with the return shipping label.
Ship the package: Send the package to the provided return address.

Please note: We recommend using a trackable shipping method to ensure safe delivery of your return.

For more detailed information, please refer to the specific terms and conditions outlined in our website’s Terms & Conditions page.
Totooz reserves the right to modify this Returns and Refunds policy at any time.

If you have any further questions or require assistance, please don’t hesitate to contact our customer support team.