Refund policy
RETURNS, REPLACEMENTS, AND REFUNDS POLICY
Last updated: [17/07/2026]
This policy applies to purchases made through the DUDAO.GLOBAL online store.
1. Seven-Day Defective or Damaged Product Reporting Period
We do not accept returns for a change of mind, personal preference, accidental ordering, or because the customer no longer wants the product.
A return request may be submitted within seven calendar days after delivery when:
• The product is defective;
• The product arrives physically damaged;
• The product does not function as reasonably intended;
• The product received is materially different from the product ordered; or
• Essential parts or accessories included with the product are missing.
The seven-day period is an initial reporting period for delivery-related damage and product issues. Any rights available under an applicable product warranty or UAE consumer-protection law will remain unaffected.
2. Reporting a Problem
Please inspect and test your order as soon as possible after delivery.
To submit a claim, contact us at info@dudao.global within seven calendar days of receiving the order and provide:
• Your full name;
• Order number;
• Product name or model number;
• A clear description of the problem;
• Photographs or a short video showing the defect or damage; and
• A copy of the receipt or other proof of purchase.
For safety reasons, stop using the product immediately if it is overheating, swelling, producing an unusual smell, sparking, or showing any other potentially unsafe behaviour.
Submitting a request does not automatically confirm that the return has been approved. Our team may request additional information or carry out a reasonable technical inspection.
3. Return Approval and Instructions
If the claim is accepted for inspection, we will provide return instructions and the applicable return address.
Products must not be sent back without prior approval. Unauthorised returns may be rejected or delayed.
Where reasonably possible, the returned product should include:
• The original product;
• All accessories and components supplied with it;
• Manuals and warranty documents;
• The original packaging; and
• Serial-number labels or security seals that have not been removed or altered.
Opening the packaging for the reasonable purpose of inspecting or testing the product will not, by itself, invalidate a genuine defect claim.
4. Inspection and Available Remedies
Once the returned product is received, it will be inspected to confirm the reported defect or damage.
When the issue is confirmed and is not caused by the customer, we will provide an appropriate remedy in accordance with applicable UAE law. Depending on the circumstances, this may include:
• Repairing the product without charge;
• Replacing the product with the same model;
• Providing an equivalent replacement when the same model is unavailable; or
• Refunding the eligible amount to the original payment method.
Where the customer is legally entitled to select between repair, replacement, or refund, the available options will be explained before the claim is completed.
If the product is confirmed to have arrived damaged, defective, or incorrect, DUDAO UAE will cover the reasonable cost of returning the affected product.
5. Items That Are Not Eligible
A return, replacement, or refund may be refused when the problem is caused by:
• Accidental damage after delivery;
• Misuse, abuse, neglect, or improper storage;
• Liquid, impact, heat, or physical damage caused by the customer;
• Use with an unsuitable voltage, charger, cable or power source;
• Unauthorised repair, modification or disassembly;
• Normal wear and tear;
• Cosmetic damage that occurred after delivery;
• Failure to follow the product instructions;
• Compatibility issues that were clearly disclosed before purchase;
• Removal, alteration, or damage of the serial number or security label; or
• Failure to provide sufficient proof of purchase or evidence of the reported issue.
This section does not limit any mandatory rights available to the customer under UAE law.
6. Change-of-Mind Returns
We do not accept returns or provide refunds where:
• The customer ordered the wrong model, colour, size, connector or specification;
• The customer no longer wants or needs the product;
• The product is incompatible with the customer’s device and the compatibility information was correctly provided before purchase;
• The product packaging has been opened, but no defect exists; or
• The return is requested solely because the product was later offered at a lower price.
Customers are responsible for checking product specifications and device compatibility before placing an order.
7. Sale and Promotional Items
Sale, clearance, and promotional items cannot be returned because of a change of mind.
However, this exclusion does not apply when the product is confirmed to be defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer-protection requirements.
8. Refund Processing
We will notify you after the returned product has been received and inspected.
When a refund is approved, it will be issued to the original payment method within 10 business days. Your bank, card provider, or payment service may require additional time to process and display the refund.
For Cash on Delivery orders, we may request valid bank account details or another suitable refund method.
If more than 15 business days have passed since your refund was approved, please contact info@dudao.global.
9. Exchanges
Direct exchanges are available only for approved defective, damaged, or incorrectly supplied products.
A replacement is subject to product availability. If the original product is unavailable, we may offer an equivalent product or another remedy permitted by applicable law.
10. Claims Submitted After Seven Days
Claims submitted more than seven calendar days after delivery will not be treated as initial return requests.
However, where the product is covered by a manufacturer, distributor, or store warranty, or where mandatory consumer rights apply, the claim will be reviewed under the applicable warranty terms and UAE consumer protection requirements.
11. Contact Us
For return, replacement, warranty, or refund questions, contact:
Email: info@dudao.global
Please include your order number in the email subject line to help us process your request efficiently.