Terms & Conditions
Last updated: June 1, 2026
**Terms & Conditions: Returns, Refunds & Cancellations**
Welcome to **ivorymall**! This section outlines the legal terms governing order cancellations, returns, and refunds for purchases made through our website. By placing an order, you agree to these terms, which are fully aligned with UAE E-commerce and Consumer Protection laws.
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**1. Order Cancellation by the Customer**
- **Before Dispatch:** You may cancel your order at no extra cost, as long as it hasn't been processed or shipped from our warehouse. To do so, contact our support team right away at **Email Support:** [email protected].
- **After Dispatch:** Once your order has been shipped and a tracking number has been issued, we're unable to cancel or modify it while in transit. If you no longer want the items, please accept the delivery and then follow our standard return process.
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**2. Order Cancellation by the Website**
We reserve the right to refuse, restrict, or cancel any order at our discretion. Reasons may include, but aren't limited to:
- Stock limitations on available quantities.
- Pricing or product information errors.
- Issues flagged by our fraud prevention team.
- Invalid delivery addresses or failed courier contact attempts.
If your order is cancelled after your card has already been charged, we'll issue a full refund to your original payment method.
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**3. Returns and Refunds Conditions**
In line with local consumer regulations, returns are accepted under the following conditions:
- **Return Period:** You must notify us of your intention to return within **30days** of receiving your order.
- **Product Condition:** Items must be returned in their original, unopened, unused, and undamaged packaging, with all seals, tags, and documentation intact.
- **Exclusions:** For hygiene and safety reasons, we cannot accept returns on opened cosmetics, personal care items, fragrances, innerwear, or products bought during clearance or final sale events.
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**4. Refund Payment Method**
- **Credit/Debit Card Purchases:** Refunds will be credited back to the original card or payment method used at checkout. Please allow **7 to 14 business days** for the refund to appear on your statement, depending on your bank's processing times.
- **Non-Refundable Fees:** Original shipping charges, handling fees, and any customs or import duties are non-refundable — unless the return is due to our error (e.g., wrong or defective item sent).
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**5. Return Process & Logistics**
To initiate a return, please follow these steps:
1. Submit a formal return request via **Email Support:** [email protected] with your order number and proof of purchase.
2. Once your request is reviewed and approved within **1 to 3 business days**, we'll arrange for our courier partner to collect the package from your UAE address.
3. A flat return shipping fee of **AED 20** will be deducted from your final refund amount to cover logistics — unless the return is due to a product defect.
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**6. Governing Law & Dispute Resolution**
These terms are governed by and interpreted in accordance with the laws of the United Arab Emirates. Any disputes arising from your purchase or these return terms shall fall under the exclusive jurisdiction of the UAE Dubai Courts.
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**7. Contact Information**
For any legal inquiries or formal support regarding these terms, please reach out to us:
- **Email Support:** [email protected]
- **Contact Number:** +971 50 224 3241 (Available on Business Days Only)