Refund policy

We aim for your complete satisfaction with every purchase at our store. We're pleased to offer a hassle-free refund and exchange policy for any items returned unopened and undamaged within 5 days of purchase. For exchanges within Lebanon, shipping is free using our preferred courier. However, international returns should be sent as a tracked package at the customer's expense.

Additionally, we provide a 1-month warranty on all products. Should you encounter any manufacturing defects within this period, we will replace your product at no additional cost. Here’s how you can proceed if an issue arises:

1. Document the Issue: Take a video showing the problem with the product to help us verify the defect upon receiving the order.

2. Contact Customer Service: Reach out to us at info@tortiba.me or via WhatsApp for instructions on how to return your product. Note that return shipping costs for non-defective items are not covered.

To qualify for a refund or exchange, items must be returned in their original packaging and condition. Upon receiving your return, we'll inspect the item and process a refund or exchange as requested. Refunds typically take 5-7 business days to process and will be issued to your original payment method.

Note:

- You should submit the receipt or proof of purchase. 

- If the lamination or label on any of the products was open or torn, the product won't be subject to return.

If your order arrives damaged, defective, or incorrect, please contact us immediately so we can resolve the issue promptly.

Exchanges: To exchange an item, simply return it and, once accepted, we'll send the replacement. Exchange can only be applied to unopened packages.

Refunds: We'll inform you once we've received and inspected your return. If the refund is approved, it will be processed automatically to your original payment method, or preferred payment method.

Contact Us: For more details or to address any concerns, please reach out to us via email at info@tortiba.me or WhatsApp at +961 81 543 130. We're here to assist you!