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This policy applies to online purchases of ready-to-wear goods from LUALUAH ALKHADRA GENERAL TRADING - L.L.C (www.LUALUAH.ae), and complies with UAE Federal Decree-Law No. (5) of 2024 on Consumer Protection.

1. Return & exchange window

You may request a return or exchange within 14 calendar days of the delivery date, provided the piece meets the condition requirements below.

2. Condition requirements

• Item unworn, unwashed, unaltered and free of perfume, makeup or stains.
• All original tags, protective covers and packaging intact.
• Proof of purchase (order number or invoice).

3. Bespoke / made-to-measure commissions

Pieces created through the Atelier — including made-to-measure Mukhawar, custom Abayas and bespoke bridal — are produced to your personal measurements and specifications and are non-returnable and non-exchangeable, except where the piece is defective or does not match the agreed specification. In that case we will repair, remake or refund at our discretion.

4. How to request a return or exchange

1. Contact us within the window on WhatsApp +971 54 577 6006 or email atelier@lualuah.ae with your order number and reason.
2. We will confirm eligibility and arrange collection or a drop-off point in Abu Dhabi.
3. Once the item is received and inspected, we will process your refund or exchange.

5. Refund method and timing

Approved refunds are issued to the original payment method within 14 days of our receipt and inspection of the returned item. Bank processing may add a few working days.

6. Defective or incorrect items

If your piece arrives defective or is not the item you ordered, please contact us within 7 days of delivery. We will arrange free collection and a full remedy (repair, replacement or refund) as required by the Consumer Protection Law.

7. Contact

WhatsApp: +971 54 577 6006
Email: atelier@lualuah.ae

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