سياسة الاستبدال و الاسترجاع

At Tota Boutique, customer satisfaction is our top priority, and we strive to provide a reliable and comfortable shopping experience. Therefore, we adhere to a clear exchange and return policy that guarantees the rights of both parties, taking into account the different procedures between instant products and custom-made products. First: Instant Products 1. Notification Period: • The request must be submitted to the customer service team within 24 hours of receiving the shipment for an exchange or return. • If the customer service team requests any additional requests or details related to the exchange or return, and the team is not responded to and provided with the requirements within a maximum of 24 hours from the time of notification, the request will be automatically canceled. 2. Conditions for accepting the request: The product must be in its original condition, without use or opening the packaging. All accessories must be attached as received by the customer (packaging, identification tags, and attached items). Exchanges or returns are not accepted if the tag is cut or the product is used. If the packaging is opened with the product and its accessories confirmed to be intact, 25% of the product value + shipping costs (going and returning) will be deducted upon acceptance of the exchange only. The return will be canceled in this case. 3. Delivery of the product: The product must be delivered to the shipping company within 48 hours of receiving the shipping invoice. 4. Costs borne by the customer: Shipping costs upon delivery. Shipping costs for return or exchange. A 10% deduction from the product value as administrative fees. 5. In case the shipment is not received: If the shipment is returned by the shipping company due to the customer not receiving it, the conditions of clause four are fully applied. If the remaining amount is not requested for refund within 7 days of the product reaching our warehouses, the customer's right to refund is forfeited, and only product replacement is possible. Second: Custom-made Products Cancellation Policy: The order can only be canceled within one hour of completing the purchase. After the hour, the order cannot be canceled, refunded, or exchanged, as these products are prepared specifically upon request. Cancellation Policy (for instant products): If the customer wishes to cancel the order before shipping or processing, a 7% fee of the order value will be deducted as processing fees. Important notes: No return or exchange requests will be accepted if the above conditions are not met. These policies are applied to ensure transparency and credibility in our dealings with all customers. The policy applies only within Saudi Arabia; outside it, exchanges and returns are canceled. Our customers' trust is our responsibility. At Tota Boutique, we are committed to providing high-quality original products and excellent customer service. We appreciate your trust and continuously work to meet your expectations.