Refund policy

Return & Refund Policy

Return eligibility

At TOC The Online Cart FZ-LLC, we want you to shop with confidence. If you made an error in your order, or you had a change of heart, you can return the item within 7 days of receiving your order. Please email us with your order number at hello@toc-uae.com.

Please review the following guidelines to ensure your return is eligible:

•    A receipt/invoice or proof of purchase is required for all returns.
•    Products must be returned in their original purchase condition — unopened, unused, and undamaged, with intact packaging and no marks or defects. Items should include all original components such as tags, manuals, warranty cards, and accessories, and must remain sealed, if applicable.
•    The item must match what was originally shipped to you.
•    Items purchased as part of a set or kit must be returned as a complete set.
•    Sale items are not eligible for return or refund.
•    Items marked as “non-returnable” on the product detail page cannot be returned.

Please note: If the return is due to an order error made by you, or simply a change of mind, the return shipping cost will be deducted from your refund amount.

Damages, Incorrect, or Non-Conforming Items

Please inspect your order upon receipt, and if your order arrives defective, damaged or incorrect please refuse delivery and contact us immediately. This allows us to quickly evaluate the issue and make it right.

If the courier has already completed delivery, kindly reach out to us as soon as possible for assistance. Once verified as eligible, we will arrange a return and/or replacement at no additional cost to you, including return shipping fees. 

Packaging condition

Please note, minor dents or surface scuffs on the outer packaging may occasionally occur during transit. These are considered normal and do not indicate damage to the product itself. We take great care to pack every order securely, ensuring the contents remain in perfect condition. However, if you believe the product inside has been affected, please contact us immediately for assistance.

Exceptions/Non-returnable items

Certain items cannot be returned, including but not limited to:

    • Consumables including personal care goods (such as beauty and hygiene products, toiletries, etc.)
    • Custom or personalised products (e.g., special orders)
    • Sale items
    • Gift cards/vouchers

    If you are unsure whether your item qualifies, please contact us before initiating a return.

    Return, replacement and refund process

    To initiate a return, please contact us at hello@toc-uae.com for guidance.

    Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.

    •   If approved: Your refund will be processed to your original payment method within 15 business days. (Processing times may vary depending on your bank.)
    •   If more than 15 business days have passed since your refund was approved, please reach out to us again at hello@toc-uae.com.

    If you received a damaged, defective, or incorrect item, we will issue either:

    •   A full refund (excluding any applied discounts), or

    •   A replacement, if the same item is available.

    In certain cases, we may request additional details, photos, or an inspection before finalising your refund or replacement.

    Exchanges

    We do not offer product exchanges at this time. 

    Contact us

    If you have questions regarding our Return and Refund Policy, please email us at: hello@toc-uae.com