Refund & Returns Policy

Last updated: January 27, 2023

Definitions and key terms

To help explain things as clearly as possible in this Refund & Returns Policy, every time any of these terms are referenced, they are strictly defined as:

  • Company: when this policy mentions “Company,” “we,” “us,” or “our,” it refers to TORIMA MOBILE PHONES & ACCESSORIES TRADING L.L.C, Alothman Building Al Marrar, 2 Building No:15, Shop No:1-2, Deira, Dubai, UAE.

  • Customer: the company, organization, or person that buys products from TORIMA and/or uses our services.

  • Device: any internet-connected device such as a phone, tablet, computer or any other device that can be used to visit Torima and use the services.

  • Service: the service provided by TORIMA as described in the relative terms and on this platform.

  • Website: TORIMA’s site, accessible at https://torima.ae.

  • You: a person or entity that interacts with TORIMA, registers an account, or purchases products from us.

Return

Thanks for shopping at TORIMA. We appreciate your business and want you to have a smooth experience while exploring and purchasing our products.

As with any shopping experience, certain terms apply to transactions at TORIMA. By placing an order or making a purchase at TORIMA, you agree to the terms set forth below along with this Refund & Returns Policy.

You can return a product if:

  1. Incorrect item delivered

    • The product delivered is not the item ordered, remains unopened, and includes all original packaging, accessories, manuals, and any free gifts.

  2. Damaged or flawed product

    • The product arrives damaged or materially different from what is listed on our Website. Please report such issues within 48 hours of delivery with photos/videos of the outer carton and product.

  3. Change-of-mind

    • You may return for change-of-mind within 10 days from receipt provided the product is unused, undamaged, untampered, and in its original, sealed retail packaging with all accessories and free gifts.

    • An operational handling fee of 0%–20% of the item price plus two-way shipping fees (up to AED 150) may be deducted.

If packaging has been opened but the product is unused and shows no marks/scratches: a 20% restocking fee plus shipping fees (up to AED 150) applies to exchanges/refunds.

Non-returnable items (except if DOA/defective on arrival): personal care items, software, digital codes, consumables, hygiene-sensitive accessories (e.g., earbuds once unsealed), SIM/eSIM, and clearance items marked “Non-returnable”.

Important: Returns must include the original invoice and any promotional bundle items (FOC/free gifts). Incomplete bundles are not eligible for refund/exchange.

Refunds

We carefully QC and pack every product. However, inventory or QC issues may occasionally require us to cancel all or part of an order. You’ll be notified in advance.

  • If you paid online, refunds are processed to the original mode of payment after inspection/approval.

  • If you paid Cash on Delivery (COD), refunds are processed via bank transfer to your nominated UAE account.

Once your return is received and inspected against the above guidelines, we will proceed with the refund. Refund processing times vary by bank/issuer; please allow 7–14 business days after approval. You will be notified once your refund is issued.

Transit damage: We use protective packaging, but damage can occur in transit. Please notify us within 48 hours of delivery with supporting evidence so we can assist with a resolution.

Shipping (Returns)

TORIMA is not responsible for return shipping costs. Return shipping must be paid by the customer, even if the original order benefited from free shipping. For approved returns, we can help arrange a courier pickup at cost (deducted from the refund), upon request.

RMA & How to start a return

  1. Email info@torima.ae with your order number, reason for return, photos/videos (if damaged/defective), and confirm item condition and packaging status.

  2. Our team will reply with RMA instructions and, if applicable, pickup options and estimated fees.

  3. Pack the product securely in its original retail box and outer carton, including all accessories and gifts.

  4. After inspection, we’ll confirm approval, applicable fees, and refund/exchange arrangements.

Your Consent

By using our Website, registering an account, or making a purchase, you consent to this Refund & Returns Policy and agree to its terms.

Changes to this Refund & Returns Policy

We may update this Policy to reflect our services and practices. Unless otherwise required by law, updates become effective upon posting here. Continued use of the Service constitutes acceptance. If you do not agree with an update, you may discontinue use and request account deletion.

Data on Devices (Very Important)

Personal data and information stored on devices are the customer’s responsibility. Before returning or submitting a device for service:

  • Back up your data,

  • Sign out of accounts and remove any locks/passwords,

  • Disable FMI/Find My iPhone (or any OEM activation lock).
    TORIMA is not liable for data loss, privacy exposure, or delays caused by active security locks.

Contact Us

If for any reason you are not satisfied with a product or service, please contact us so we can help.

  • Email: info@torima.ae

  • Phone/WhatsApp: +971 56 744 8159

  • Address: Alothman Building Al Marrar, 2 Building No:15, Shop No:1-2, Deira, Dubai, UAE

TORIMA MOBILE PHONES & ACCESSORIES TRADING L.L.C
Import Code: AE-1204167 · TRN: 10507451480000