Refund policy

RETURN, REFUND & EXCHANGE POLICY (UAE & DUBAI COMPLIANT)

Last updated: Jan 2026

This Return, Refund & Exchange Policy applies to purchases made through www.dubailooka.com and is drafted in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

1. Return Period

We offer a 12-day return window, meaning you may request a return within 12 days from the date you receive your item.

2. Eligibility for Returns

To qualify for a return:

  • The item must be unused, unworn, and in the same condition as received;

  • All original tags, labels, and packaging must be intact;

  • You must provide a receipt or valid proof of purchase.

Items that do not meet these conditions may be rejected in accordance with UAE consumer regulations.

3. How to Request a Return

To initiate a return, please contact us at:

📧 info@dubailooka.com

Once your request is reviewed and approved, we will provide:

  • Return instructions; and

  • A return shipping label (where applicable).

Items returned without prior approval will not be accepted.

4. Non-Returnable Items

In line with UAE consumer protection rules, the following items are non-returnable:

  • Perishable goods (including food, flowers, or plants);

  • Custom-made or personalized items;

  • Personal care and hygiene products (including cosmetics and beauty items);

  • Hazardous materials, flammable liquids, or gases;

  • Sale or discounted items;

  • Gift cards or vouchers.

If you are unsure whether an item is eligible, please contact us before placing your order.

5. Exchanges

We do not offer direct exchanges. The fastest way to obtain a replacement item is to:

  1. Request and complete a return for the original item; and

  2. Place a new order once the return is approved.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method;

  • Processing will occur within 10 business days from approval.

Please note that banks or card issuers may take additional time to reflect the refunded amount.

If 15 business days have passed since approval and you have not received your refund, please contact us at info@dubailooka.com.

7. Shipping Costs

Unless the return is due to a defective or incorrect item, original shipping charges are non-refundable, as permitted under UAE law.

8. International Orders

For orders shipped outside the UAE, return handling and timelines may vary depending on logistics providers and destination country regulations.

9. European Union Customers

If your order is shipped to a country within the European Union, you are entitled to a 14-day cancellation and return right from the date of delivery, without providing a reason.

Returned items must meet the same condition requirements outlined above. This EU-specific right applies only where legally required and does not affect UAE-based consumer rights.

10. Contact Information

For any questions regarding returns, refunds, or exchanges, please contact:

📧 info@dubailooka.com

DubaiLooka.com operates under the registered business name DULOOKA ONLINE SELLER and is licensed by the Department of Economy and Tourism (DET), Dubai, UAE (License No. 1591156).