Refund & Returns Policy

Last Updated: September 2026

At YallaDXB, we want our customers to shop with confidence.

This Refund & Returns Policy explains the conditions and process for cancellations, returns, exchanges, replacements, and refunds for purchases made through YallaDXB.com.

Nothing in this policy is intended to exclude or restrict any mandatory rights available to consumers under applicable UAE laws and regulations.

1. Return Eligibility

A customer may request a return where the product qualifies under this policy.

Depending on the circumstances, eligible returns may include products that are:

  • Defective
  • Damaged
  • Incorrectly supplied
  • Missing parts or accessories
  • Significantly different from the product ordered
  • Otherwise eligible under applicable consumer requirements

Return conditions may vary depending on the product category.

2. Return Request Period

Unless a different period is stated on the product page, customers should contact YallaDXB within 7 days of receiving the product to request a return.

For products received damaged, defective, incorrect, or incomplete, customers should contact us as soon as possible and preferably within 48 hours of delivery.

Certain products may have specific return conditions due to their nature.

3. Product Condition

For eligible change-of-mind returns, where such returns are offered for the particular product, the product should generally be:

  • Unused
  • Unopened where applicable
  • In its original condition
  • In original packaging
  • Complete with accessories, manuals, tags, and included items

A product may not qualify for a change-of-mind return if it has been used, damaged, altered, installed, washed, assembled, or otherwise changed by the customer.

This does not affect applicable rights relating to defective, damaged, or incorrectly supplied products.

4. Products With Special Return Conditions

Certain products may have restricted return eligibility due to hygiene, safety, personalization, perishability, or other legitimate reasons.

These may include:

  • Personal hygiene products
  • Opened cosmetics or beauty products
  • Sealed products where the seal has been broken
  • Personalized or customized products
  • Products manufactured or prepared specifically for the customer
  • Perishable products
  • Digital products after access or download, where applicable
  • Products damaged through customer misuse

Any applicable special return condition may be communicated on the product page or before purchase.

5. How to Request a Return

To request a return, please contact YallaDXB and provide:

  • Order number
  • Customer name
  • Mobile number
  • Product name
  • Reason for return
  • Photographs or videos where applicable

Please do not send a product back without receiving return instructions from YallaDXB.

6. Return Review

YallaDXB may review the return request before approving the return.

We may request photographs, videos, product information, or other reasonable evidence to determine the appropriate resolution.

If approved, we will provide the customer with return instructions or arrange collection where applicable.

7. Damaged, Defective, or Incorrect Products

If you receive a defective, damaged, or incorrect product, YallaDXB may, depending on the circumstances and applicable requirements:

  • Replace the product
  • Repair the product
  • Refund the applicable amount
  • Provide another appropriate resolution

Where a defect or issue is confirmed, the resolution will depend on the nature of the product, availability of replacement stock, the circumstances of the issue, and applicable UAE requirements.

UAE consumer guidance states that where a defect is found, the supplier may be required to return, replace, or repair the commodity according to the applicable circumstances and the nature of the commodity.

8. Refunds

Once an eligible return has been received and approved, YallaDXB will process the applicable refund.

Depending on the circumstances, the refund may include the amount paid for the returned product.

Where the return is due to a defective, damaged, or incorrectly supplied product, applicable delivery/return charges will be handled according to the circumstances and applicable requirements.

For eligible change-of-mind returns, applicable delivery or return collection charges may be deducted where permitted and where communicated to the customer.

9. Refund Method

Refunds will normally be made using the original payment method where reasonably possible.

Examples include:

Credit/Debit Card: Refund to the original payment card.

Online Payment Gateway: Refund through the applicable payment gateway.

Tabby: Refund processed through the applicable Tabby payment arrangement.

Cash on Delivery: Refund through an agreed method after customer verification.

Bank Transfer: Refund to an appropriate bank account after verification.

10. Tabby Payments

If an order was paid using Tabby, customers should first contact YallaDXB regarding a cancellation, return, or refund.

Once YallaDXB approves and processes an eligible refund, the refund will be handled through the applicable payment process.

The customer’s outstanding Tabby payments may be adjusted according to Tabby’s applicable procedures.

Any refund timing may depend on the payment provider, bank, and payment method.

11. Refund Processing Time

After an eligible refund is approved, YallaDXB will initiate the refund within a reasonable processing period.

The time required for the refund to appear in the customer’s account may vary depending on the payment method and financial institution.

12. Exchanges

Where replacement stock is available, YallaDXB may offer an exchange for an eligible product.

If the replacement product is unavailable, we may offer another appropriate resolution, including a refund where applicable.

13. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the return procedure.

YallaDXB may also cancel an order where:

  • The product is unavailable
  • Payment cannot be verified
  • The delivery address cannot be serviced
  • There is an obvious product or pricing error
  • Fraudulent or suspicious activity is identified
  • There is another legitimate operational or legal reason

If YallaDXB cancels an order for which payment has already been received, the applicable amount will be refunded using the appropriate payment method.

14. Failed Delivery

If an order cannot be delivered because of an incorrect address, repeated customer unavailability, refusal of delivery, or another customer-related reason, additional delivery or return charges may apply where permitted.

Any refund will be assessed based on the circumstances and applicable policy.

15. Manufacturer Warranty

Some products may include a manufacturer’s or supplier’s warranty.

Where applicable, warranty claims may be subject to the manufacturer’s or supplier’s warranty terms.

Customers should retain their invoice/order number and warranty documentation.

16. Customer Responsibility

Customers are responsible for providing accurate information when placing an order and when submitting a return or refund request.

Customers should keep their order confirmation, invoice, packaging, and relevant photographs/videos until the matter has been resolved.

17. Policy Changes

YallaDXB may update this Refund & Returns Policy from time to time.

The latest version will be published on this page with the applicable “Last Updated” date.

18. Contact Us

For returns, refunds, exchanges, replacements, or cancellations, please contact:

YallaShop General Trading L.L.C
Website: https://yalladxb.com
Email: info@yalladxb.com
Phone/WhatsApp: +971 52 160 6786
Business Address: Sharjah Media City, Sharjah – UAE

Please include your order number in all return and refund communications.

Last Updated: September 2026