Refund policy

Change of mind

For eligible products bought online, you may withdraw from the purchase within 10 calendar days after delivery, as provided by applicable Lebanese consumer protection law. Contact us within that period before sending anything back. The product must be unused and in the condition in which you received it, with its accessories and packaging where reasonably possible. The statutory exceptions apply, including products made to your specifications, products used within the withdrawal period, and products damaged through misuse. We will explain the return arrangements and any customer-paid return transport cost before collection. This policy does not limit any right you have under applicable law.

Damaged, wrong, or defective items

If an item arrives visibly damaged or is not what you ordered, contact us within 48 hours after delivery with your order number and, if possible, clear photos. We will review the issue and normally arrange a replacement at our expense, including collection and redelivery. A fault discovered later can still be reported under the warranty stated on the product page and any applicable legal rights; the 48-hour notice request does not end those rights. Warranty duration and coverage vary by product and are shown on the relevant product page.

If a replacement is unavailable, we may offer another suitable product. You may decline that offer and receive a full refund, including the original delivery charge. Any goodwill coupon or discount is optional and does not replace your remedy.

Refunds

Once a refund is approved, we issue it within 2 business days. We normally refund through Whish. If Whish is unsuitable for you, we will arrange a cash refund. Contact us if a refund is overdue. For eligible change-of-mind withdrawals, delivery and return transport costs are handled as required by applicable law and will be explained when arranging the return. Do not send an item to our address without first contacting us for return instructions.

How to contact us

Email toutera.support@gmail.com or WhatsApp +961 76 544 344. Toutera, Ghanem El Khatib, Tripoli 1300, Lebanon.