Return & Refund Policy

Effective Date: 2 September 2026

At YAXSO, your satisfaction is important to us. We aim to provide a professional, transparent, and smooth shopping experience.

This Return & Refund Policy explains how we handle returns, refunds, replacements, order cancellations, and delivery-related issues for products purchased through www.yaxso.com and operated by YAXSO GENERAL TRADING - L.L.C - S.P.C in the United Arab Emirates.

This policy applies only to orders delivered within the United Arab Emirates.

As YAXSO operates an online retail business with products that may be shipped from international warehouses, customers are requested to review product descriptions, specifications, measurements, and size charts carefully before placing an order.

Quick Summary

  • Return window: 15 calendar days from delivery of each item.
  • Return period starts: From the delivery date of the individual item.
  • Issue notification: Customers should inspect their order promptly after delivery. Damage, missing items, or incorrect products should be reported to YAXSO as soon as reasonably possible, preferably within 24 hours of delivery. Defects or other eligible issues discovered later may still be reported within the applicable return period or any mandatory statutory period under UAE law.
  • Change of mind: Not accepted.
  • Incorrect size selected by customer: Not accepted.
  • First approved return per order: Free.
  • Additional approved returns from the same order: Return shipping charges apply.
  • Opened or activated electronics: A 15% restocking fee may apply.
  • Exchanges: Direct exchanges are not processed. Return the eligible item and place a new order.
  • Cancellation: Allowed only before the order has been shipped.
  • Buy Now, Pay Later: Tabby is supported for eligible orders.

1. Return Period

Eligible products may be returned within 15 calendar days from the date the individual item is delivered.

The return period starts from the delivery date of each item, rather than from the delivery date of the last item in an order.

Customers should notify YAXSO of an eligible return or refund issue as soon as reasonably possible after discovering it. Damage, missing items, or incorrect products should preferably be reported within 24 hours of delivery. Defects or other eligible issues discovered later may still be reported within the applicable 15-day return period or any longer mandatory period provided by applicable UAE law.

Once the return has been approved, the product must be returned in accordance with YAXSO's return instructions and within the applicable 15-day return period.

2. Eligible Returns, Refunds or Replacements

YAXSO accepts return, refund, or replacement requests in the following circumstances:

2.1 Damaged or Defective Products

If an item arrives damaged, defective, or is not functioning as reasonably intended, the customer may request a refund or replacement.

Clear photographs and/or videos showing the issue may be required.

2.2 Wrong Product Supplied

If YAXSO ships a product different from the product ordered, the customer may request a return, refund, or replacement.

2.3 Missing Essential Parts or Accessories

If the delivered product is missing essential parts or accessories that should have been included with the product, the customer may request an appropriate resolution.

2.4 Materially Different Product

If the delivered product is materially different from the description shown on YAXSO.COM, the customer may submit a return or refund request for review.

2.5 Lost or Undelivered Orders

If an order has not been delivered within 15 business days after order confirmation, please contact YAXSO Customer Support.

We will review the available tracking information with the applicable logistics provider. If the shipment is confirmed as lost or undeliverable, YAXSO may provide:

  • A replacement shipment; or
  • A full refund.

3. General Return Eligibility

Unless the product is defective or damaged in a manner that prevents compliance with these requirements, a returned product must:

  • Be unused, unworn, and unwashed.
  • Be in its original condition.
  • Have all original tags, labels, and hygiene seals intact.
  • Include its original packaging.
  • Include all accessories, manuals, parts, protective materials, and supplied components.
  • Be accompanied by the customer's order number or other acceptable proof of purchase.

YAXSO reserves the right to inspect returned products before approving a refund.

4. Change of Mind

YAXSO does not accept returns or refunds due solely to a change of mind.

Customers are therefore requested to review the product description, specifications, measurements, color, model, compatibility, and other relevant information carefully before placing an order.

5. Incorrect Size Selected by Customer

Returns, refunds, or replacements are not accepted where the customer selected or ordered the wrong size.

Customers purchasing clothing, footwear, or other size-dependent products are responsible for reviewing the applicable size chart and measurements before completing the purchase.

If YAXSO ships a size different from the size shown in the customer's confirmed order, the matter will be treated as a wrong product supplied by YAXSO and will remain eligible for return or replacement.

6. Category-Specific Return Conditions

Beauty, Cosmetics and Perfume

Products must remain sealed and unopened.

Opened, tested, or used beauty, cosmetic, fragrance, or personal-care products are not returnable unless the product is confirmed defective or incorrectly supplied.

Jewelry and Handbags

Products must be unworn, unused, and undamaged with original tags, pouches, boxes, packaging, and accessories intact.

Women's and Men's Fashion

Products must be unworn, unwashed, and unused with original brand tags, hygiene labels, and packaging intact.

Shoes

Shoes must only have been tried on clean indoor surfaces and must be returned with the original box, inserts, accessories, dust bags, and tags.

Watches

Watches must be unused and returned with all original packaging, protective films where applicable, manuals, accessories, and tags.

Electronics, Mobile Phones and Electronic Devices

Electronic products should remain factory-sealed and unopened wherever applicable.

Where an electronic product has been opened, activated, registered, configured, or used and YAXSO nevertheless approves the return, a 15% restocking fee may be deducted from the eligible refund amount.

The restocking fee does not apply where the product is confirmed to have been delivered defective, damaged, or incorrectly supplied by YAXSO.

Tools, Automotive, Home, Kitchen and Garden Products

Products must be unused and returned with original packaging, components, accessories, parts, and manuals.

Sports, Outdoor, Toys, Kids and Baby Products

Products must be unused and returned with original packaging and any applicable safety seals intact.

7. Products Not Eligible for Return or Refund

Unless otherwise required due to a confirmed defect, damage, or incorrect product supplied by YAXSO, returns may not be accepted for:

  • Change-of-mind purchases.
  • Products ordered in the wrong size by the customer.
  • Products incorrectly selected or ordered by the customer.
  • Products damaged through misuse, negligence, improper handling, installation, washing, alteration, or accident.
  • Personalized, customized, made-to-order, or specially manufactured products.
  • Products clearly marked as Final Sale, Non-Returnable, or equivalent on the product page.
  • Opened or used hygiene-sensitive products.
  • Bodysuits, lingerie, underwear, and swimwear once opened, worn, or hygiene protection has been removed.
  • Earrings and other hygiene-sensitive jewelry where applicable.
  • Opened cosmetics, beauty, personal-care, or fragrance products.
  • Perishable products.
  • Food, consumables, treats, vitamins, or similar perishable goods.
  • Free gifts or promotional products.
  • Products returned without required parts, accessories, packaging, tags, or components.
  • Products showing signs of use inconsistent with reasonable inspection.

Nothing in this section limits any mandatory consumer rights that may apply under applicable law.

8. Return Shipping and Fees

For eligible approved returns:

Return type Return shipping fee
First approved return of an order Free
Additional approved return from the same order – UAE Standard Areas AED 18
Additional approved return from the same order – Abu Dhabi Western Region AED 42

For the first approved return associated with an order, YAXSO will arrange or provide the applicable return-shipping method without charging the customer a return-shipping fee.

For additional returns relating to the same order, the applicable shipping charge may be deducted from the customer's refund.

Where applicable, YAXSO will provide return instructions or a prepaid courier label.

Customers should not return products to the address printed on the original shipment package unless specifically instructed by YAXSO Customer Support.

9. Restocking Fee for Opened Electronics

A 15% restocking fee may apply to approved returns of electronic products that have been opened, activated, registered, configured, or used.

The fee will be calculated based on the eligible product value and deducted from the refund.

The 15% restocking fee will not apply where YAXSO confirms that the electronic product was delivered defective, damaged, or incorrectly supplied.

10. How to Request a Return or Refund

Customers should inspect their order promptly after delivery. Damage, missing items, or incorrect products should be reported to YAXSO as soon as reasonably possible, preferably within 24 hours of delivery, together with supporting photographs or video where available. Defects or other eligible issues discovered later within the applicable return or statutory period may still be reported in accordance with this Policy and applicable UAE law.

Please provide:

  • Order number.
  • Customer name.
  • Description of the issue.
  • Clear photographs and/or videos where applicable.
  • Photographs of packaging and shipping labels where relevant.

Contact:

After reviewing the request, YAXSO will provide the applicable return instructions.

Do not return a product before receiving return authorization and instructions from YAXSO.

11. Inspection of Returned Products

Returned products may be inspected after receipt to confirm product condition, reason for return, presence of original packaging, tags and labels, accessories and supplied components, signs of wear, damage, activation, modification, or use, and eligibility under this policy.

Where the returned product satisfies the applicable requirements, YAXSO will approve and process the refund.

Where the product does not satisfy the eligibility requirements, YAXSO may reject the return and inform the customer accordingly.

12. Refund Processing

Once an eligible return or refund claim has been received, inspected, and approved, YAXSO will normally initiate the refund within 5–7 business days.

The time required for the refunded amount to appear in the customer's account may depend on the bank or payment provider.

Refund Methods and Estimated Processing Times

Payment method Estimated processing time
YAXSO Store Credit Usually within 24 hours
Credit / Debit Card Approximately 4–14 business days
Tabby According to Tabby's applicable processing times

Standard outbound shipping is free and therefore no standard outbound shipping fee is deducted from an eligible refund.

13. Exchanges

YAXSO does not process direct product-for-product exchanges.

If an eligible product qualifies for return and the customer wishes to obtain a different eligible product, size, color, model, or variant:

  1. Place a new order on YAXSO.COM for the desired product.
  2. Request a return in accordance with this policy.
  3. Return the original eligible product.
  4. Wait for the return to be approved.

Availability and pricing of the new product are determined at the time the new order is placed.

14. Order Cancellation

Orders may be cancelled only before the order has been shipped.

Customers wishing to cancel an order should contact YAXSO Customer Support as soon as possible.

Once an order has been shipped, dispatched, handed over to a courier, or otherwise entered the shipping process, cancellation may no longer be possible.

If an eligible cancellation is successfully completed after payment has been captured, YAXSO will process the applicable refund using the original payment method whenever possible.

Customized, personalized, or made-to-order products may not be cancellable once processing or production has commenced.

15. Product Availability

In rare circumstances, a product may become unavailable after an order is placed.

If YAXSO is unable to supply the ordered product, the customer will be notified and may choose, where available, between a suitable alternative product, YAXSO Store Credit, or a full refund for the unavailable product. YAXSO will not substitute a materially different product or issue Store Credit instead of an otherwise due refund without the customer's agreement

16. Delivery Issues

If an order appears lost, significantly delayed, or undelivered, customers should contact YAXSO Customer Support if the order has not arrived within 15 business days after order confirmation.

YAXSO will review the available shipment and tracking information with the relevant logistics provider and provide an appropriate resolution based on the circumstances.

17. Contact YAXSO

  • Company: YAXSO GENERAL TRADING - L.L.C - S.P.C
  • Trade License No.: CN-5837981
  • Business Correspondence Address: Office 104, Al Nakheel Tower, Al Khalidiya, Abu Dhabi, United Arab Emirates
  • Website: www.yaxso.com
  • General Inquiries: info@yaxso.com
  • Customer Support: customer.support@yaxso.com
  • WhatsApp: +971 55 771 8064
  • Support Hours: Daily from 09:00 AM to 06:00 PM UAE Time

YAXSO is an online-only e-commerce retailer. This correspondence address is not a physical retail shop, showroom, customer collection point, or return location. Do not send products to this address unless YAXSO Customer Support provides written return instructions.

Consumer Rights

Nothing in this policy is intended to limit, exclude, or override any mandatory rights available to consumers under applicable laws of the United Arab Emirates.