Refund policy

Exchange & Return Policy

At LX Dubai, we always strive to provide the best shopping experience for our valued customers. To ensure your complete satisfaction, we offer a clear and transparent exchange and return policy while reserving the store’s right to evaluate each case individually. Please read the following terms and conditions carefully:

1. Exchange & Return Conditions:

  • Exchange requests are accepted within 7 days from the date of receiving the order, provided the product has not been installed. Exchanges must be for the same value or a higher value only.
  • Return requests are accepted within 48 hours from the date of receiving the order, provided the product has not been installed.
  • The customer is entitled to only one exchange or return process according to the conditions stated above.
  • The product must be in its original condition, without any damage, use, alteration in shape or packaging, and all accessories must be included.

The exchange and return policy does not apply to products that were custom-made or modified specifically upon the customer’s request.

2. Exchange Process:

  • In the event of a manufacturing defect or damage during transportation, please contact us within 48 hours of receiving the product.
  • The product will be inspected by our team, and if the defect or damage is confirmed, we will replace the product with a similar one or repair it at no additional cost.
  • If the replacement product is unavailable, we will refund the paid amount or provide an alternative product of equivalent value.

3. Return Process:

  • If the customer wishes to return a non-defective product that is no longer wanted, the request will be accepted provided the product is in its original condition according to the terms and conditions.
  • Shipping fees determined by the logistics department based on the size of the product will be deducted as restocking and return fees, according to the product condition evaluation.
  • The refund will be processed through the original payment method within 7–14 business days after receiving and inspecting the product.

4. Cases Where Exchange or Return Policy Does Not Apply:

  • Products that have been used or damaged due to misuse by the customer.
  • Products that have been installed or modified after purchase.
  • Customized or made-to-order products.
  • Products purchased during promotions or special discounts, except in cases of manufacturing defects.

5. Store Rights:

  • The store reserves the right to accept or reject any exchange or return request after evaluating and inspecting the product by the technical team.
  • In the event of any fraud, manipulation, or misuse by the customer, the store has the right to reject the request without providing reasons.

6. How to Submit an Exchange or Return Request:

  • Please contact our customer service team at [+971 55 519 8778] to register your request.
  • You will be provided with detailed instructions on how to return or exchange the product.

Note:

  • The reservation period for goods listed in the invoice is sixty (60) days from the date of purchase. If the customer delays collection for more than two months, storage fees of 5% of the invoice value per month will apply for up to six months. After six months, the company is no longer responsible for the contents of the invoice.
  • Exchange and return of mattresses must be handled through the main warehouses.
  • This policy is subject to updates from time to time, and the store may amend it without prior notice. Please review the policy before submitting any request.

By using the store or application, you agree to the store policy, terms, and conditions.