Return & Refund Policy

At Toor, we aim to make your shopping experience smooth and reliable. This policy explains when and how you can request a return, exchange, or refund.

1. When Can You Request a Return?

You can request a return or exchange if:

The product is damaged, defective, or broken
You received the wrong item
The product is significantly different from what was shown
Items or accessories are missing

2. Return Timeframe

Returns or exchanges must be requested within 7 days of delivery
For damaged or incorrect items, please report the issue on the same day of delivery

3. Proof & Verification

To process your request, we may require:

Clear photos or videos of the issue
A complete unboxing video (starting from sealed package to product reveal)

This helps us verify claims quickly and protect both customers and our business.

4. Condition for Returns

To be eligible:

Item must be unused and in original condition
Original packaging must be intact
All accessories, tags, and manuals must be included

5. Refund Process

After approval and inspection, refunds are processed within 5 working days
Refund method:
Online payments → original payment method
Cash on Delivery → bank transfer or store credit

6. Exchanges & Replacements

Exchanges are available within 7 days
Replacement depends on stock availability

If the item is out of stock, we will offer:

An alternative product
Or a suitable refund/store credit

7. Non-Returnable Items

The following items cannot be returned unless faulty:

Personal care & cosmetic products
Meat & Frozen Items
Hygiene-related items
Perishable goods
Clearance or sale items

8. Delivery Charges

Delivery charges are non-refundable
If the issue is on our side (wrong/damaged product), we will cover the cost

9. Order Refusal

If a customer is unavailable or unreachable at the time of delivery, the order may be cancelled.
Customers are encouraged to ensure availability and provide accurate contact details to avoid delays or cancellations.
Repeated order refusals or failed deliveries may result in temporary account restrictions or order limitations.

10. Need Help?

971 00 0000 00 (Call / WhatsApp)

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