Refund policy

At Laans, customer satisfaction is important to us. We aim to provide quality products and a smooth shopping experience. If you experience an issue with your order, we are here to help.

1. Return Eligibility

You may request a return within 24 hours of receiving your order, subject to the following conditions:

• The item must be unused and in its original condition.

• The item must be returned with its original packaging, accessories, and tags, where applicable.

• Proof of purchase or your order number must be provided.

• The return request must be approved by our customer support team before the item is sent back.

These conditions do not limit any rights you may have under applicable consumer-protection laws.

2. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us as soon as possible with your order number, a description of the issue, and clear photographs or videos where available.

We will review your request and provide an appropriate remedy, such as a replacement, repair, or refund, as applicable under UAE law.

3. Non-Returnable Items

Certain items may not be eligible for return for hygiene, safety, personalization, or other legitimate reasons, where permitted by applicable law.

Any product-specific return exclusions will be communicated clearly before purchase. Defective, unsafe, or incorrectly supplied products will be handled in accordance with applicable consumer-protection requirements.

4. How to Request a Return

To request a return:

1. Contact us using the email address or contact details provided on our website.

2. Include your order number and the reason for your return.

3. Provide photographs or videos if the product is damaged, defective, or incorrect.

4. Wait for our instructions and return authorization before shipping the item back.

Please do not send any item to an address without receiving return instructions from our team.

5. Return Shipping Costs

For eligible returns due to a change of mind, the customer may be responsible for return shipping costs, provided this is disclosed and permitted by applicable law.

If the return is due to a confirmed defective, damaged, or incorrect item, Laans will arrange or cover reasonable return shipping costs as applicable.

Original shipping fees, if any, will be handled in accordance with applicable law and the circumstances of the return.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method. If that is not reasonably possible, we will contact you to arrange a lawful alternative.

We aim to process approved refunds within 7–14 business days after approval. The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Any refund required by applicable law will be handled within the legally required timeframe.

7. Exchanges

If you receive a defective, damaged, or incorrect product, please contact our support team. We will assess the issue and arrange an appropriate solution, subject to product availability and applicable law.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. Cancellation may be possible before the order is processed or dispatched.

If your order has already been dispatched, our return policy will apply, subject to applicable law.

Nothing in this section limits any cancellation or refund rights provided by law.

9. Late or Missing Refunds

If you have not received an approved refund within the expected timeframe:

• Check your bank account or payment provider.

• Contact your bank or card issuer, if applicable.

• If the refund is still missing, contact our customer support team with your order number.

We will help you check the status of your refund.

10. Contact Us

For return, exchange, or refund enquiries, please contact:

Store name: Laans
Email: laansuae@gmail.com
Phone/WhatsApp: +971566315213
Business address: Dubai, UAE

We aim to respond to customer enquiries as promptly as possible.

11. Policy Updates

Laans reserves the right to update this policy when necessary. Changes will be published on this page with the updated revision date. Changes will not remove rights that customers have under applicable law.

By placing an order with Laans, you acknowledge that you have had the opportunity to review this policy.