Refund, Return & Cancellation Policy

Last Updated: 01/01/2026

At lulucamel.ae, we comply with the UAE Consumer Protection Law and aim to provide a fair, transparent, and customer-friendly shopping experience. This policy explains the terms for refunds, returns, replacements, and cancellations.

1. Customer Rights Under UAE Law

In accordance with UAE consumer protection regulations, customers have the right to:

Receive products that are genuine, safe, and as described

Request a return, replacement, or refund for defective, damaged, or incorrect products

Receive fair resolution for valid complaints within a reasonable timeframe

2. Return & Refund Eligibility

You may request a return or refund if:

The product is damaged, defective, or incorrect

The product is not as described

The issue is reported within 7 days of delivery

The product is unused and in original condition (unless defective)

3. Non-Returnable Items

The following items are not eligible for return or refund, except where required by UAE law:

Used, worn, or altered products

Products damaged due to misuse or negligence

Clearance or discounted items (unless defective)

Items without original packaging, tags, or proof of purchase

4. Return Request Process

To initiate a return or refund:

Contact us within 7 days of delivery

Provide your order number and reason for return

Share photos or videos if the item is damaged or defective

Wait for approval before returning the product

Returns sent without prior approval may not be accepted.

5. Refund Process

Once the returned item is received and inspected, we will notify you of approval or rejection.

Approved refunds will be processed within 7–10 business days.

Refunds will be issued to the original payment method.

Shipping and handling charges are non-refundable, unless the return is due to our error.

6. Replacements & Exchanges

Replacements are subject to product availability.

If the same product is unavailable, a refund will be issued.

Exchange requests must meet return eligibility conditions.

7. Return Shipping

Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrect.

We are not responsible for items lost or damaged during return transit.

8. Damaged or Incorrect Products

If you receive a damaged or incorrect product:

Notify us within 48 hours of delivery

Provide clear photos of the product and packaging

We will arrange a replacement or refund in accordance with UAE law

9. Cancellation Policy

Orders can be cancelled before shipment only.

Once an order has been processed or dispatched, it cannot be cancelled.