Return Policy

Last Updated: December 2025

Applicable Law: UAE Federal Law No. 15 of 2020 on Consumer Protection

TOTHELOVE (M COSMIC LEGACY FZ-LLC) is committed to customer satisfaction. This Return Policy outlines the terms under which returns may be accepted for products purchased through www.tothelove.com.

1. VOLUNTARY RETURN PERIOD

As a courtesy to our customers, TOTHELOVE offers a voluntary 14-day return period from the date of delivery. This policy is provided at the sole discretion of TOTHELOVE and does not constitute a waiver of our position that all transactions are governed by UAE law.

2. CONDITIONS FOR RETURN

To qualify for a return, the following conditions must be met:

• The Product must be unused and in its original condition
• The original packaging must be intact, unopened, and sealed
• All tags must be attached
• The return request must be submitted within 14 days of delivery

3. PRODUCTS EXCLUDED FROM RETURNS

In accordance with hygiene and safety standards for cosmetic products, the following items cannot be returned:

• Products that have been opened, unsealed, or tampered with
• Products that have been used or tested
• Products with damaged, altered, or missing packaging
• Gift cards and electronic vouchers
• Products marked "Final Sale" or "Non-Refundable"
• Promotional items clearly indicated as non-returnable

4. RETURN PROCEDURE

4.1 Initiating a Return

To request a return, customers must:

• Contact customer service at contact@tothelove.com
• Provide the order number and reason for return
• Await authorization and return instructions

Returns sent without prior authorization will not be accepted.

4.2 Return Shipping Fees

Return shipping costs are the responsibility of the customer, unless the return is due to an error by TOTHELOVE (wrong product shipped, defective product).

Customers are responsible for ensuring the product is adequately packaged to prevent damage during return transit. TOTHELOVE is not responsible for products damaged during return shipping.

5. REFUNDS

5.1 Refund Processing

Upon receipt and inspection of the returned product, if approved:

• The customer will receive an email confirmation of the refund
• The refund will be processed to the original payment method within 14 business days

5.2 Refund Amount

Refunds include the product purchase price only. Original shipping costs are non-refundable. Any currency conversion fees or banking charges applied by the customer's financial institution are not refundable by TOTHELOVE.

6. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a product that is defective or damaged during shipping:

• Contact us within 48 hours of delivery at contact@tothelove.com
• Provide your order number
• Include clear photographs showing the defect or damage
• Describe the issue in detail

Upon verification, TOTHELOVE will, at its discretion, provide a replacement product or issue a full refund including original shipping costs.

7. EXCHANGES

Direct exchanges are not available. To obtain a different product, customers must complete a return (if eligible) and place a new order.

8. CONTACT INFORMATION

For all return-related inquiries:

Email: contact@tothelove.com
Subject Line: Return Request — [Your Order Number]