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Return & Exchange Policy

Return & Exchange POLICY

 

  1. General Policy

At Juliette Wonderland, all products are carefully prepared, inspected, and packed prior to shipping.

Due to hygiene considerations and the nature of our products, all sales are considered final, without prejudice to the consumer rights guaranteed under UAE Consumer Protection Law (Federal Law No. 15 of 2020).

Returns, exchanges, or refunds are not accepted based on change of mind, personal preference, or dissatisfaction not related to a confirmed defect or an error by Juliette Wonderland.

 

  1. Defective or Incorrect Products

A return, exchange, or refund may only be considered if:

  • The product received has a confirmed defect, or
  • The product received is incorrect due to an error by Juliette Wonderland.

Any claim must be submitted within 48 hours of delivery, along with clear photos and/or videos demonstrating the defect or issue “This time frame is set to ensure proper assessment before any usage or external handling”. And claims submitted after this period will not be considered.

 

  1. Juliette Secrets Section

Juliette Secrets Section features handmade nail designs, individually crafted with care and attention to detail.

Due to the nature of handmade and personal-use products, the customer acknowledges and agrees that:

  • Each set is prepared specifically per order using manual techniques, and natural variations are inherent and acceptable.
  • Minor differences in color appearance may occur due to lighting conditions, screen settings, or display devices and do not constitute a defect.
  • Product descriptions focus on design details and color themes; exact visual replication is not guaranteed.
  • For hygiene and personal-use reasons, all items are non-returnable and non-exchangeable, even if unused, once packaging is opened, tried, or used.
  • The purchase is made with full awareness of the product’s nature and hygiene restrictions.

Accordingly, all purchases from Juliette Secrets are final and non-returnable, except in cases of confirmed defects or errors by Juliette Wonderland.

 

  1. Color Appearance Disclaimer

Colors may appear differently depending on screen settings, lighting conditions, and display devices.

Such variations are not considered defects and are not grounds for return, exchange, or refund.

 

  1. Juliette Mysteries Section

Juliette Mysteries section consists of:

  • Candy Mysteries
  • Ice Mysteries

By purchasing from either section, the customer expressly acknowledges and confirms that:

  • Products are based on a mystery and randomness concept.
  • Exact items, designs, colors, or accessories are unknown prior to purchase.
  • The purchase is made voluntarily, with full knowledge and acceptance that products are determined by chance.
  • The customer expressly waives any right to object to the outcome based on personal preference or expectations.

Accordingly, all purchases from Juliette Mysteries are final and non-returnable, except in cases of confirmed defects or errors by Juliette Wonderland.

 

  1. Non-Returnable Cases

Returns, exchanges, or refunds will not be accepted in the following cases:

  • No defect or error is found.
  • Color variations caused by screen or display differences.
  • Change of mind or personal preference.
  • Hygiene-related reasons after opening, trying, or using the product.

 

  1. Refund Processing

In cases where Juliette Wonderland approves a return:

  • Refunds will be processed within 15 business days after receiving and inspecting the returned product.
  • Refunds will be issued using the original payment method, unless otherwise agreed.
  • Processing time may vary depending on banks or payment service providers.

 

  1. Legal Compliance

This policy is designed and applied in full compliance with UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its executive regulations.

 

  1. Evaluation & Resolution

All claims are subject to inspection and verification by Juliette Wonderland.

If a defect or error is confirmed, Juliette Wonderland reserves the right, at its discretion, to offer one of the following remedies:

  • Replacement of the item
  • Repair (if applicable)
  • Store credit
  • Refund of the product value only

 

  1. Shipping Responsibility

Juliette Wonderland is not responsible for:

  • Damage caused by improper use or handling after delivery
  • Delays caused by shipping carriers
  • Customs clearance delays, fees, or any taxes.

Risk of loss transfers to the customer once delivery is confirmed by the shipping carrier.

 

  1. Final Decision

Juliette Wonderland reserves the right to make the final decision on all return and exchange requests, subject to applicable consumer protection laws in the UAE.

 

  1. Contact Information

For any return or exchange inquiries, please contact: support@juliettewonderland.com