Refund policy

At YAXSO, your satisfaction is important to us.

We aim to provide a professional and smooth shopping experience.

This Return and Refund Policy explains how we handle returns, refunds, and order issues in line with our business model (products shipped from international warehouses to the UAE).

This policy applies to all orders placed on www.yaxso.com and delivered within the United Arab Emirates.

We have 14 days return policy unless specified in the Product Description, and you need to notify us immediately same day of receiving your item to request a return.

1.      Return Period

You have 30 calendar days from the date your order is delivered to request a return or exchange.

2.      Eligibility Criteria

We accept refund or replacement requests in the following cases:

2.1.            Damaged or Defective Items: If you receive a product that is damaged or not working properly, you may request a refund or a replacement.

2.2.            Wrong or Missing Items: If your order is incorrect or you received an incomplete product (missing major parts/accessories)

2.3.            Lost or Undelivered Orders: If your package has not arrived within 45 days. We will confirm the tracking and offer a full refund or reshipment if the package is lost.

To qualify for a return, all the following must be true:

-        Item is in original condition (unused, unwashed, unworn) with all tags, labels and hygiene seals intact.

-        Includes all original packaging, accessories, manuals and protective materials.

-          You have your order number and proof of purchase (invoice/receipt).

3.      Category-Specific Conditions

Category	Return/Exchange Condition
Beauty & Perfume	Sealed, unopened. Opened/used items are non-returnable.
Jewellery & Handbags	Unworn, undamaged, with all pouches/boxes and tags intact.
Women’s/Men’s Fashion & Accessories	Unwashed, unworn, with original brand tags & hygiene labels.
Shoes & Watches	Tried only on clean surfaces, in original box with inserts, dust bags & tags.
Electronics & Phones	Factory-sealed, unopened. Opened/activated devices incur a 15 % restocking fee.
Tools, Automotive & Home & Garden	Unused, unopened, in original packaging with all parts & manuals.
Sports & Outdoor, Pet Supplies, Toys & Kids/Babies	Unused, in original packaging with safety seals intact.

 

4.      What Is Not Eligible for Return or Refund?

-          Change of mind, incorrect size choice (unless we shipped the wrong size)

-          Products smell unusual.

-          The buyer ordered the wrong items.

-          The shipping address was provided incorrectly.

-          Product difference was negotiated in advance.

-          Tracking information deleted by logistics companies or local post offices.

-          Packages returned/discarded/detained due to customs clearance failure by consignee.

-          Tracking shows the package was delivered, but the customer claims they didn’t receive it (unless proof is provided)

-          Clothing returns due to incorrect size selection by the customer.

-          Personalized, custom-made or “Final Sale”–marked products

-          The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewellery, underwear, event & party supplies, DIY supplies, pet supplies, beauty and accessories (except scarves, bags, and mermaid blankets).

-          Customized, made-to-order, or personalized products.

-          Customized items cannot be returned or exchanged. In addition, order cancellation for customized items is not supported.

-          Products damaged by misuse, negligence, improper handling, or washing.

-          Perishable goods (e.g., consumables, food treats, vitamins)

-          Free gifts or promotional items

5.      Return Shipping & Fees

Return Type	Fee (AED)
First return (per order)	Free
Additional returns (same order), standard	18
Additional returns (same order), standard (AUH Western Region)	42

Returns are shipped via our prepaid courier label. Fees for additional returns will be deducted from your refund.

1.      How to Request a Return

·         Email customer.support@yaxso.com within 30 days of delivery, providing:

-          Order number

-          Description of the issue

-          Clear photos/videos of the item

·         We’ll send you a prepaid return label and packing instructions.

·         Pack all return items in a single box, attach the label, and drop off at any courier location or schedule a pickup.

·         Do not send returns to the address printed on your delivery package.

7.      Inspection & Rejection

Once received at our warehouse, returns are inspected within 2 business days.

Items failing eligibility (used, missing tags, damage, activation) will be rejected and returned to you.

If unclaimed after two delivery attempts, rejected items will be held for 3 business days and then disposed of if still uncollected (no further compensation).

8.      Refund Processing

Approved refunds are issued within 5–7 business days of inspection.

9.      Refund methods & timing:

·         YAXSO Store Credit: within 24 hours

·         Credit/Debit Card: 4–14 business days

·         Buy-Now-Pay-Later (e.g. Tabby, Tamara): 1–14 days

·         Shipping, insurance and COD fees are non-refundable.

10.  Exchanges

The fastest way to ensure you get what you want is to return your original item per the above process, and once the return is accepted, then place a new order for the desired product.

11.  Need Assistance?

📧 customer.support@yaxso.com

🌐 www.yaxso.com

We aim to respond within 3–5 business days. Thank you for shopping with YAXSO!