سياسة الاسترداد

Return, Refund & Exchange Policy

Effective Date: 18 March 2026

At Ladoj.com, we are committed to providing a transparent, fair, and smooth return, refund, and exchange experience for our customers across the UAE, GCC, UK, and US.

1. Eligibility for Returns

You may request a return only if the following conditions are met:

  • Item is damaged, defective, or incorrect
  • Item is unused, unworn, unwashed, and in original condition
  • Product includes original packaging, tags, and proof of purchase
  • Return request is submitted within the allowed return window
  • Customer must submit a return request online by logging into their account on Ladoj.com

Return Window:

  • UAE & GCC: Within 3 days of delivery
  • UK & US: Within 14 days of delivery (subject to local consumer protection laws)

2. Non-Returnable / Non-Refundable Items

Returns, refunds, or exchanges will not be accepted for:

  • Used, washed, damaged, or worn products
  • Items without original packaging or tags
  • Opened cosmetics or personal care items (for hygiene reasons)
  • Clearance, discounted, promotional, or final sale items
  • Returns requested after the allowed return window
  • Products damaged due to customer misuse
  • Items purchased during special flash sale campaigns (if marked non-returnable)

Fabric / Material Disclaimer

Return, refund, or exchange will not be accepted if the customer wishes to return the item due to:

  • Fabric texture
  • Material feel
  • Color shade expectation differences
  • Personal dislike of fabric quality or softness

This is because all important product details, including fabric, material, design, size, and product description, are clearly mentioned on the product page before purchase.

3. Return Process

To initiate a return:

Step 1:

Log in to your account on Ladoj.com

Step 2:

Submit an online return request.

Provide:

  • Order number
  • Product details
  • Reason for return
  • Supporting images (required if item is damaged, defective, or incorrect)

Processing Time:

Our support team will review and respond within 24–48 business hours with return instructions.

Note: Return requests submitted through email, WhatsApp, or phone may not be processed unless instructed by our support team.

4. Refund Policy

Once your returned item is received and inspected:

  • Refunds are processed within 5–10 business days
  • Refund will be issued to the original payment method

Additional Notes:

  • Shipping charges are non-refundable, unless the return is due to our mistake
  • Cash on Delivery (COD) refunds will be processed via bank transfer or store credit
  • Currency conversion differences, transaction fees, or bank charges are not refundable
  • Refund approval depends on inspection of the returned product

5. Exchange Policy

We only provide exchanges if the item is:

  • Defective
  • Damaged
  • Incorrect item received

Free Exchange

Free exchange applies only when:

  • Wrong item was sent by us
  • Item is defective
  • Item is damaged during delivery

Exchange Charges Apply

Exchange charges may apply for customer-requested exchanges such as:

  • Wrong size selected by customer
  • Style change request
  • Color change request
  • Ordering mistakes made by customer
  • Exchange to another product

6. Return Shipping

Customers are responsible for return shipping costs unless:

  • Item is defective
  • Wrong item was delivered
  • Product arrived damaged due to our fault

We strongly recommend using a trackable shipping service, as Ladoj.com is not responsible for lost, delayed, or untraceable returned parcels.

7. Order Cancellation

  • Orders may be canceled within 5 hours of placing the order
  • Once the order has been processed or shipped, cancellation may not be possible
  • Refund for canceled prepaid orders will be processed to the original payment method

8. Late or Missing Refunds

If you have not received your refund:

  1. Recheck your bank account
  2. Contact your card issuer or payment provider (processing delays may occur)
  3. If unresolved, contact our support team

9. Consumer Rights Notice

  • UK Customers: Additional rights may apply under the Consumer Contracts Regulations, including a 14-day cooling-off period for eligible items.
  • US Customers: Consumer protection and return rights may vary by state.
  • UAE/GCC Customers: This policy follows standard regional e-commerce practices.

Nothing in this policy affects your statutory consumer rights where applicable by law.

10. Contact Information

For all return, refund, exchange, or support-related inquiries:

📧 Email: care@ladoj.com
💬 WhatsApp: +971 55 686 1286
🌐 Website: www.ladoj.com