Refund policy

Last updated: 24 July 2026

This policy applies to online purchases made through dudao.global for delivery within the United Arab Emirates.

DUDAO is a global consumer electronics accessories brand headquartered in Guangdong, China. UAE online orders placed through this website are sold, fulfilled and supported locally by:

BlueHorse Trading LLC


Authorised distributor of DUDAO products in the United Arab Emirates

BlueHorse Trading LLC handles UAE order fulfilment, delivery support, returns, replacements, refunds and applicable after-sales support.

This policy does not limit any mandatory rights available to customers under applicable UAE consumer-protection laws.

1. Return-request period

Customers may submit a return request within seven calendar days from the date of delivery, subject to the conditions in this policy.

Returns may be requested for:

• Defective products
• Products damaged before or during delivery
• Incorrect products
• Products that are materially different from the confirmed order
• Products with essential components or accessories missing
• Eligible unopened products returned because the customer changed their mind

The seven-day period is the initial return-request period. Warranty rights or mandatory consumer rights that apply after this period remain unaffected.

2. Change-of-mind returns

To provide a transparent return process, we accept change-of-mind return requests within seven calendar days after delivery when all the following conditions are met:

• The product has not been used.
• The product remains in its original condition.
• The original packaging is unopened and undamaged.
• All accessories, manuals, labels, seals and promotional items are included.
• The product is suitable for resale.
• Valid proof of purchase is provided.
• The return request is approved before the product is sent back.

For an approved change-of-mind return:

• The customer is responsible for the return delivery cost.
• The original delivery or Cash on Delivery fee is not refundable unless required by law.
• The product will be inspected before a refund is approved.
• A restocking fee will not apply unless it was clearly disclosed before purchase and is legally permitted.

A return will not be accepted merely because another retailer later offers the product at a lower price.

3. Products excluded from change-of-mind returns

The following products cannot normally be returned because of a change of mind once opened or used:

• Earbuds, in-ear earphones and similar hygiene-sensitive products
• Products with broken hygiene or security seals
• Memory cards, flash drives or storage products that have been opened or used
• Products with customer data stored on them
• Clearance or final-sale products clearly identified as non-returnable before purchase
• Products customised or specially ordered for the customer
• Gift cards, where offered
• Products that are no longer in a resalable condition

These exclusions do not apply when the product is genuinely defective, damaged, incorrectly supplied or otherwise covered by mandatory consumer rights.

4. Defective, damaged or incorrect products

A return, replacement or refund request may be submitted when:

• The product does not function as reasonably intended.
• The product arrives physically damaged.
• The customer receives the wrong model, colour or product.
• The product is materially different from its website description.
• Essential accessories or components are missing.
• The product presents a reasonable safety concern.

Customers should inspect and test products as soon as reasonably possible after delivery.

For products with batteries, cables, chargers or electrical components, stop using the product immediately when it:

• Overheats abnormally
• Swells
• Produces smoke or an unusual smell
• Sparks
• Leaks
• Shows visible electrical damage
• Demonstrates any other potentially unsafe behaviour

Contact UAE customer support for instructions.

5. How to submit a request

Contact Blue Horse Trading LLC within the applicable return period using the contact information at the end of this policy.

Please provide:

• Full name
• Order number
• Registered telephone number
• Product name and model number
• Reason for the request
• Clear description of the issue
• Photographs of the product and packaging
• A short video demonstrating the issue, where relevant
• Photograph of the delivery label
• Receipt, invoice or other proof of purchase

For incorrect, incomplete or damaged deliveries, customers should retain the original package and all received items until the claim has been reviewed.

Submitting a request does not automatically mean that the return, replacement or refund has been approved.

6. Return approval and instructions

Products must not be returned without prior approval.

After reviewing the request, Blue Horse Trading LLC will provide:

• A return-authorisation confirmation
• Collection or delivery instructions
• The applicable UAE return location
• Any documents or reference numbers required
• Information about return delivery costs

Unauthorised returns may be rejected, delayed or returned to the sender.

Products must not be returned to DUDAO’s China headquarters unless written instructions specifically state otherwise. UAE online-order returns are handled locally through Blue Horse Trading LLC.

7. Condition of returned products

Where reasonably possible, an approved return should include:

• The original product
• Original packaging
• All included accessories
• Charging cables and adapters
• Manuals and documentation
• Free or promotional items supplied with the order
• Warranty documents
• Unaltered serial numbers
• Security and authenticity labels

Opening the packaging only to reasonably inspect or test the product will not automatically invalidate a genuine defect claim.

However, products returned for change-of-mind reasons must remain unopened, unused and suitable for resale.

Before returning an electronic product, customers should remove personal accounts, passwords and stored information where possible.

8. Product inspection

Returned products will be inspected after they are received.

The inspection may check:

• The reported fault
• Product condition
• Serial and model numbers
• Included accessories
• Signs of accidental damage
• Signs of misuse
• Liquid or impact damage
• Unauthorised repair or modification
• Compatibility with the equipment used
• Whether the issue is covered by warranty or consumer-protection requirements

We may contact the customer when additional information or testing is required.

9. Available remedies

When a genuine defect, delivery-related damage, missing component, or incorrect product is confirmed, Blue Horse Trading LLC will provide an appropriate remedy based on the circumstances and applicable requirements.

The remedy may include:

• Repair without charge
• Replacement with the same product
• Replacement with an equivalent product, with customer approval
• Supply of a missing component
• Refund of the eligible amount

When the customer has a legal right to select between available remedies, the applicable options will be explained before completing the claim.

Replacement products remain subject to availability.

10. Return delivery costs

Defective, damaged or incorrect products

When a product is confirmed to have arrived defective, damaged, incomplete or incorrectly supplied, BlueHorse Trading LLC will cover the reasonable approved return or collection cost.

Customers should not independently arrange an expensive courier service without prior approval.

Change-of-mind returns

For approved change-of-mind returns, the customer is responsible for:

• Return delivery costs
• Safe packaging
• Any loss or damage caused by inadequate return packaging

The original delivery charge and COD service fee are not normally refundable for change-of-mind returns.

11. Non-eligible claims

A return, replacement, warranty claim or refund may be refused when the issue results from:

• Accidental damage after delivery
• Misuse, neglect or abuse
• Improper installation
• Improper storage
• Unauthorised repair or disassembly
• Product modification
• Liquid damage where the product is not designed to resist liquids
• Impact, crushing, excessive heat or physical damage
• Use with an unsuitable voltage or power source
• Use with incompatible or damaged accessories
• Normal wear and tear
• Cosmetic damage occurring after delivery
• Failure to follow product instructions
• Compatibility limitations clearly disclosed before purchase
• Removal or alteration of serial numbers or security labels
• Failure to provide reasonable proof of purchase
• Failure to return the product for an approved inspection
• False, incomplete or misleading claim information

A claim will not be rejected solely because the original packaging was opened where opening was reasonably necessary to discover a genuine defect.

Nothing in this section limits mandatory consumer rights.

12. Compatibility-related returns

Customers are responsible for checking the product’s:

• Connector type
• Charging standard
• Power output
• Device compatibility
• Operating-system compatibility
• Dimensions
• Colour
• Model
• Specifications

A return may be refused when the website clearly and accurately disclosed the compatibility information and the customer selected an incompatible product.

When incorrect or misleading compatibility information was displayed on the website, the claim will be reviewed as an incorrectly described product rather than a change-of-mind return.

13. Promotional and sale products

Products purchased during a promotion or sale remain eligible for remedies when they are:

• Defective
• Damaged
• Incorrectly supplied
• Missing essential components
• Materially different from the description

A promotional discount does not remove mandatory product-quality or consumer rights.

Change-of-mind returns for promotional products are accepted only when the product meets the unopened and unused conditions in this policy and was not clearly identified as a final-sale product before purchase.

14. Exchanges and replacements

Direct exchanges are available for:

• Approved defective products
• Products damaged before or during delivery
• Incorrectly supplied products
• Eligible unopened change-of-mind returns, where approved

All replacements are subject to availability.

When the original product is unavailable, we may offer:

• An equivalent product
• Store credit, with the customer’s agreement
• A refund
• Another remedy available under applicable law

A different product will not be supplied without the customer’s approval.

15. Refund approval

Customers will be notified after the returned product has been received and inspected.

The notification will confirm whether the refund has been:

• Approved
• Partially approved with an explanation
• Rejected with an explanation
• Replaced by another agreed remedy

Refund processing starts only after the product has been received and the claim has been approved, unless a different resolution is required by law.

16. Refund processing time

Approved refunds will normally be initiated within 10 business days after approval.

Electronic-payment orders

Where an order was paid electronically, the refund will normally be issued through the original payment method.

The bank or payment provider may require additional time to display the refunded amount.

Cash on Delivery orders

For Cash on Delivery purchases, the customer may be asked to provide:

• UAE bank-account details
• Account-holder name
• IBAN
• Another suitable and agreed refund method

The refund will be processed only after the requested information has been verified.

Customers should never send online banking passwords, card PINs or one-time passwords.

When more than 15 business days have passed since refund approval, contact UAE customer support with the order and refund reference.

17. Order cancellation before dispatch

Customers should contact UAE customer support as soon as possible to request cancellation.

An order may be cancelled without return processing when it has not yet been packed or handed to the courier.

When an order has already been dispatched:

• Cancellation may not be possible.
• Delivery charges may apply.
• The request may be processed under the change-of-mind return conditions.
• The customer may need to receive or return the shipment according to the instructions provided.

18. Claims submitted after seven days

Requests submitted more than seven calendar days after delivery will not normally be processed as initial returns.

However, the request may still be reviewed when:

• The product has an applicable warranty.
• The defect could not reasonably have been discovered earlier.
• Mandatory consumer rights apply.
• The issue involves product safety.
• Blue Horse Trading LLC agrees to review the case as a goodwill exception.

Warranty requests will be handled under the applicable Warranty and After-Sales Policy.

19. Warranty claims

The warranty period and conditions may vary by product.

A warranty claim may require:

• Proof of purchase
• Product serial number
• Description of the fault
• Photographs or video
• Product inspection

A warranty may provide repair, replacement or another applicable remedy. Warranty coverage does not normally include accidental damage, misuse, unauthorised repair or normal wear and tear.

The complete terms should be published separately in the Warranty and After-Sales Policy.

20. Complaints

Customers who disagree with the outcome of a return, replacement or refund request should contact BlueHorse Trading LLC and request that the decision be reviewed.

Please provide:

• Order number
• Previous claim reference
• Explanation of the concern
• Any additional supporting information

Nothing in this policy prevents a customer from contacting an applicable UAE consumer-protection authority.

21. Contact information

For UAE returns, replacements, refunds and warranty support, contact:

BlueHorse Trading LLC
Authorised DUDAO Distributor in the United Arab Emirates
Responsible for UAE ecommerce fulfilment, returns and customer support

Registered address: M-44, MUSSAFAH, ABU DHABI, UAE.
Return location: Provided after return approval, if different from the registered address
Telephone: 06-7043881
WhatsApp: +971 55 725 8140
Email: Support@bluehorse.ae
Customer service hours: 9:00 AM – 6:00 PM. Weekend days: closed

Include the order number in the email subject line.

For global brand and international distribution enquiries:

DUDAO Global
Email: info@dudao.global