Return & Exchange Policy

RETURNS & EXCHANGES POLICY

Last Updated: 4 September 2026

At MJLUXE, we want you to feel confident every time you order from us.

We understand that sometimes a piece may not be the right fit, you may change your mind, or something may not arrive as expected. Our Returns & Exchanges Policy is designed to make the process clear, fair and as effortless as possible.

Our philosophy is simple:

Luxury Made Effortless.

This policy applies to purchases made through the official MJLUXE online store.

Nothing in this policy is intended to limit, exclude or waive any consumer rights or remedies that cannot lawfully be limited, excluded or waived under applicable United Arab Emirates law. Where applicable law provides a consumer with a right or remedy that differs from this policy, the applicable law will prevail.

1. OUR 14-DAY RETURN WINDOW

We accept eligible change-of-mind returns within 14 days from the date your order is delivered.

To qualify for a standard change-of-mind return, the item must:

• Be unworn and unused.
• Be in its original condition.
• Have all original tags and labels attached.
• Not have been washed, altered, damaged or stained.
• Not show signs of perfume, deodorant, makeup, smoke, pet hair or other wear.
• Include its original packaging and accessories where reasonably applicable.

We recommend trying garments on indoors and keeping them in their original condition until you are certain you wish to keep them.

The 14-day period applies to eligible products and does not remove any statutory rights that may apply to defective, damaged, incomplete, incorrectly supplied or materially misdescribed goods.

2. CHANGE-OF-MIND RETURNS

A change-of-mind return means you simply decide that you no longer want the item.

Examples include:

• You changed your mind.
• You ordered the wrong size.
• You selected the wrong colour.
• You decided you no longer want the product.
• The product is not the style you expected, despite matching its description.

Eligible change-of-mind returns must meet the requirements of this policy and be requested within the 14-day return window.

Return shipping for change-of-mind returns

For change-of-mind returns, the customer is responsible for the cost of returning the item to MJLUXE.

We recommend using a reliable, trackable delivery service and keeping your tracking information until we confirm that your return has been received.

Original delivery charges are not automatically refundable for a change-of-mind return, except where required by applicable law or expressly stated otherwise by MJLUXE.

3. FREE SIZE EXCHANGES

We want you to feel comfortable ordering from MJLUXE.

If you receive an eligible item but need a different size, we offer one free size exchange for eligible products, subject to availability.

To qualify:

• The original item must be unworn and unused.
• Original tags and labels must remain attached.
• The item must be in resalable condition.
• The exchange request must be made within 14 days of delivery.
• The requested replacement size must be available.

For an eligible size exchange, MJLUXE will cover the applicable exchange shipping cost according to the exchange instructions provided by our team.

The free size-exchange benefit applies to size exchanges only. It does not automatically apply to colour changes, product changes or ordinary change-of-mind returns.

If your requested size is unavailable, we will explain the available alternatives.

4. CHANGING COLOUR OR PRODUCT

Our free exchange benefit is specifically intended to help customers find the correct size.

Requests to exchange an item for a different colour or a completely different product may be treated as a standard change-of-mind return and new purchase, subject to product availability and the applicable return conditions.

If there is a price difference between products, we will explain the applicable amount before proceeding.

5. SALE & FINAL-SALE ITEMS

Products clearly identified as Final Sale or Non-Returnable at the time of purchase are not eligible for a voluntary change-of-mind return or exchange, where permitted by applicable law.

This means a customer cannot return a final-sale item simply because they changed their mind, selected the wrong size or no longer want the product.

However, Final Sale does not remove any statutory consumer rights.

If a final-sale product is defective, damaged, incomplete, materially different from its description, incorrectly supplied, or otherwise subject to a legal remedy, please contact us.

We will assess the situation and provide the remedy required under applicable law.

6. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives:

• Damaged;
• Defective;
• Stained or otherwise materially damaged;
• Incomplete;
• With the wrong product;
• With the wrong size or colour due to an MJLUXE fulfilment error; or
• Materially different from the product described,

please contact us as soon as reasonably possible.

We may ask you to provide photographs or other information so that we can properly understand and document the issue.

Please do not:

• Wash the item.
• Alter the item.
• Dispose of the item.
• Attempt significant repairs.
• Send the item back without contacting us first.

Where an issue is confirmed to be one for which MJLUXE is responsible, we will provide the appropriate remedy in accordance with applicable UAE law and the circumstances of the case.

Depending on the circumstances and applicable legal requirements, this may include repair, replacement, return or refund.

7. ITEMS THAT HAVE BEEN WORN OR WASHED

For standard change-of-mind returns, we cannot normally accept items that have been:

• Worn;
• Washed;
• Altered;
• Damaged after delivery;
• Stained;
• Perfumed;
• Used; or
• Returned in a condition that prevents reasonable resale.

This does not prevent a customer from contacting us about a genuine defect or other statutory consumer claim.

If you believe an item has a manufacturing or product defect, contact us even if you have already reasonably inspected or used the item for the purpose of identifying the issue.

8. PERSONALIZED, CUSTOMIZED & MADE-TO-ORDER PRODUCTS

Personalized, customized or made-to-order products may not qualify for standard change-of-mind returns because they are prepared specifically for the customer.

Any applicable non-returnable status will be clearly communicated before purchase.

However, if a customized or made-to-order product is defective, incorrectly produced, materially different from what was ordered, or otherwise subject to a statutory remedy, please contact us.

9. HOW TO REQUEST A RETURN OR EXCHANGE

Please contact MJLUXE before sending anything back.

To request a return or exchange:

Step 1

Contact us through:

WhatsApp: 0557758971
Need help in Return & Exchange enquiry Email: support@mjluxe.store

Step 2

Provide:

• Your full name.
• Order number.
• Product name.
• Reason for the return or exchange.
• Requested replacement size, where applicable.
• Photos if the item is damaged, defective or incorrect.

Step 3

Wait for confirmation from our team.

We will review your request and provide the appropriate instructions.

Step 4

Return the item using the return instructions provided by MJLUXE.

Please do not send a return to an address obtained from another source or to an address that has not been confirmed by MJLUXE.

10. RETURN ADDRESS

For security and operational reasons, MJLUXE will provide the applicable return address or return instructions when your return request has been approved.

Return address: To be provided by MJLUXE upon approval of the return.

Before publishing this policy, MJLUXE will update this section with the appropriate legitimate business return address or approved return facility.

11. RETURN INSPECTION

When your returned item reaches us, we will inspect it to determine whether it meets the applicable return conditions.

The inspection may include checking:

• The condition of the garment.
• Tags and labels.
• Signs of wear or use.
• Washing or alteration.
• Stains or odours.
• Damage.
• Original packaging where applicable.
• Whether the item corresponds to the approved return request.

If the item meets the applicable requirements, we will proceed with the approved return, exchange or refund.

If it does not meet the requirements for a voluntary change-of-mind return, we will contact you and explain the situation.

12. REFUNDS

For an approved return, the applicable refund will be processed according to this policy and applicable law.

Where appropriate, refunds will generally be made to the original payment method.

The time it takes for refunded funds to appear in your account can depend on your payment provider, bank or card issuer.

Once MJLUXE has processed the refund, additional processing time may be outside our control.

If you believe you are entitled to a refund but have not received it within the applicable timeframe, please contact us at:

info@mjluxe.store

or

WhatsApp: 0557758971

13. REFUNDS FOR CHANGE-OF-MIND RETURNS

For an approved change-of-mind return:

• The returned product must satisfy the eligibility requirements.
• The customer is responsible for the return shipping cost.
• Applicable original delivery charges are not automatically refundable, subject to applicable law.
• The refund will be processed after the returned item has been received and approved.

MJLUXE does not charge a separate restocking fee for standard eligible change-of-mind returns unless this policy is expressly updated to state otherwise.

14. REFUNDS FOR DEFECTIVE, DAMAGED OR INCORRECT ITEMS

If MJLUXE confirms that an item was defective, damaged, incorrectly supplied or otherwise subject to a remedy under applicable law, the appropriate remedy will be determined according to the circumstances and applicable legal requirements.

Where a return is required because of an issue attributable to MJLUXE, we will provide appropriate return instructions.

We will not treat a legitimate statutory consumer claim as an ordinary change-of-mind return simply to transfer costs to the customer.

15. EXCHANGES & PRICE DIFFERENCES

If you exchange an item for a different product rather than simply changing size, a price difference may apply.

Higher-priced replacement

If the replacement product costs more, you may be required to pay the difference before the exchange is completed.

Lower-priced replacement

If the replacement product costs less, the applicable difference will be handled according to the return/exchange arrangement and applicable refund rules.

Any applicable promotional discounts or vouchers may affect the calculation.

We will explain the applicable amount before proceeding.

16. EXCHANGE AVAILABILITY

An exchange is subject to product availability.

Because stock levels can change, we cannot guarantee that a specific size, colour or product will remain available while your return is being processed.

If the requested replacement is unavailable, we will explain the available options.

17. GIFTS

If an item was purchased as a gift, the normal return and exchange requirements still apply.

Where a refund is approved, it will generally be returned through the applicable original payment method, subject to payment-provider capabilities and applicable law.

Where possible, MJLUXE may assist a gift recipient with an eligible exchange.

18. PROMOTIONAL ORDERS

Products purchased using promotional codes, discounts, bundles or special offers remain subject to the return conditions communicated at the time of purchase.

Promotional terms may affect the value of an exchange or refund.

Any restriction that affects your return eligibility will be communicated before or at the time of purchase where applicable.

Promotional offers do not remove statutory consumer rights.

19. RETURN SHIPPING & LOST RETURNS

For standard change-of-mind returns, customers are responsible for arranging and paying the applicable return shipping.

We recommend using a trackable shipping service.

Please keep your shipping receipt and tracking information until MJLUXE confirms receipt of the returned item.

If you independently arrange a return and the shipment is lost before reaching MJLUXE, we may require evidence that the item was shipped before processing the return.

Where MJLUXE provides or arranges the return shipment, responsibility will be handled according to the applicable shipping arrangement.

20. RETURN ABUSE & FRAUD

MJLUXE wants returns to be a fair and straightforward part of online shopping.

We may investigate suspected fraudulent or abusive activity, including:

• Returning a different item from the one purchased.
• Deliberately damaging an item before returning it.
• Repeatedly submitting false defect claims.
• Using an item and representing it as unused.
• Providing false information regarding an order or return.

Where appropriate, MJLUXE may take reasonable action consistent with applicable law.

Nothing in this section permits MJLUXE to deny a consumer a statutory right or lawful remedy.

21. OUR APPROACH TO RETURNS

We don’t want our return policy to feel like a wall between MJLUXE and our customers.

If something goes wrong, contact us.

If we made a mistake, we want to own it.

If there is a genuine problem with your order, we want to help resolve it.

If you’ve simply changed your mind, we’ll explain the available options clearly.

We believe luxury isn’t only about the product.

It is also about how you’re treated after you purchase it.

That’s why we aim to make our return and exchange experience as clear, respectful and effortless as possible.

Luxury Made Effortless.

22. YOUR LEGAL CONSUMER RIGHTS

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived under applicable United Arab Emirates law.

Applicable UAE legislation provides protections relating to goods that are defective, damaged, incomplete, materially inconsistent with their description, incorrectly supplied or otherwise subject to applicable consumer remedies.

Where applicable UAE law requires a repair, replacement, return, refund or other remedy, MJLUXE will comply with the applicable legal requirement.

23. POLICY UPDATES

MJLUXE may update this policy from time to time to reflect changes in our business, products, fulfilment arrangements, payment systems, return procedures or applicable law.

The policy applicable to an order will generally be the policy published at the time the order was placed, subject to applicable law.

24. CONTACT MJLUXE

For return, exchange or refund questions:

MJLUXE
WhatsApp: 0557758971
Email: info@mjluxe.store

We are here to help.

MJLUXE
Luxury Made Effortless.