Loading..
Loading...

RETURNS AND EXCHANGES POLICY

CANCELLATIONS, REFUNDS & RETURNS

For toys, books, and clothing that are stock items and not bespoke or specially made to order, the purchaser can cancel the order and return Product(s) to CL within 7 days starting from the day of delivery to obtain a store credit note or exchange. Product(s) must be returned to CL at the purchaser’s expense, be unused, unopened and undamaged. The purchaser shall be responsible for any damage caused in transit during return and should ensure adequate insurance. Upon safe receipt of the goods a store credit note (excluding, where applicable, the original delivery charges, cash handling fees, taxes and any duties) will be issued to the purchaser’s account. Purchasers wishing to return items must immediately notify us in writing by e-mail to returns@Childrenslane.com.

The above right to cancel does not apply to any Product(s) made to purchaser’s specifications, furniture or other bespoke items. Many of CL’s Products can be personalized or are bespoke so please ensure the Product(s) ordered are suitable for your requirements. If any items purchased, stock or bespoke, are damaged or faulty the purchaser must notify us immediately so that we may investigate and attempt to remedy the situation in accordance with the UAE Consumer Protection Law and without affecting the purchaser’s statutory rights.

Items on sale are non-refundable unless the purchaser proves that items are damaged or defected upon delivery.

Our store credit note will be credited referencing the original purchaser's payment card and will exclude, where applicable, collection fees, the original delivery charges, cash handling fees, taxes and any duties (with the exception of faulty items), which we deduct.

Customs duties and sales taxes are non-refundable. Please note that exchanges will be submitted through the same customs procedures, therefore are applicable for duty and tax again.

Please be aware that in order to receive a store credit note or exchange, the Product(s) must be unused and in perfect condition, with all the labels attached and in the original packaging.

Where provided, any designer packaging such as authenticity cards, dust bags, and leather tags should be included as part of your return. We will not accept returns that do not adhere to the specified conditions outlined.

In order to qualify for a store credit or exchange, all items (including promotional gift items accompanying the Order) must be returned to us within 7 days of order receipt:

Unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents). Shoes must not have any sole or other damage;
In their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached. Please ensure when returning the parcel that the packaging is properly protected. Accompanied by the original order confirmation. Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

Any returns received after the 7 days will not be processed and the Product(s) will be returned to the purchaser. In order to exchange products, requests for the exchange must be of the same value or higher. We will not exchange products for lower value than the original item purchased.

Legal ownership of the Product(s) will immediately revert to CL if payment is refunded to you.

Gift returns

If you have received an item from CL as a gift, you can exchange it for another item of the same value but must pay the additional shipping, taxes, import duties and any additional charges which may incur as a result of the exchange.

RETURNS AND EXCHANGES

Satisfaction is always a top priority and as such, each query is addressed individually to the best of CL’s ability. If you are not happy with a Product you may (subject to the terms of this Returns and Exchange Policy) obtain store credit or exchange the Product. To exchange a Product or obtain a store credit note, you must notify CL in writing by e-mail to returns@Childrenslane.com no later than within 7 days of receipt of the Product. Any returns or exchanges after such period will not be accepted.

Please note that was a Product is exchanged or returned:

Customs duties, shipping charges and any taxes incurred are non-refundable; Exchanges will be submitted through the same customs and shipping procedures and therefore you are responsible for such applicable duty and tax again; In respect of an exchange, requests for the exchange must be of the same value or higher. CL will not exchange products for a lower value than the original item purchased; and Store credit note will be credited referencing the original purchaser's Payment card and will exclude shipping costs (with the exception of faulty items), which CL deduct to cover the cost of our collection service. Please be aware that in order to receive a store credit note or exchange:

The Product(s) must be unused, unopened and in perfect condition, with all the labels attached and in the original packaging; Where provided, any designer packaging such as authenticity cards, dust bags, and leather tags should be included as part of your return; The Product(s) must be returned to CL at your expense. CL will not be liable for any additional costs or loss in respect of exchanges and refunds, and You shall be responsible for any damage caused in transit during return and should ensure you have obtained adequate insurance.

CL WILL NOT ACCEPT RETURNS THAT DO NOT ADHERE TO THE SPECIFIED CONDITIONS OUTLINED HEREIN. CL SHALL NOT, AT ANY TIME, BE LIABLE FOR ANY ADDITIONAL COSTS INCURRED BY YOU. YOU WILL BE REQUIRED TO PAY ANY ADDITIONAL COSTS OR AMOUNTS INCURRED IN RESPECT OF AN EXCHANGE OR REFUND (INCLUDING BY WAY OF EXAMPLE ONLY, SHIPPING COSTS, DUTIES AND PACKAGING COSTS).

Upon safe receipt of the Product(s) CL will email as soon as your Product(s) have been received and when your return is in process or your exchange is being shipped. In the case of a return, a store credit note will be issued to your account and amounts paid by CL for the cost of delivery will be set-off.

If any Product(s) purchased, stock or bespoke, are damaged or faulty you must notify CL immediately so that CL may investigate and attempt to remedy the situation in accordance with the UAE Consumer Protection Law and without affecting your statutory rights. Items on sale are non-refundable unless the purchaser proves that items are damaged or defected upon delivery. In the case of faulty items, all credit card refunds will be credited back to the original payment card used for the transaction.

We reserve the right to monitor returns and to refuse orders from customers with excessive returns levels. However, nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.

TITLE

CL does not take title to returned items until the item arrives at CL Head Office, Abu Dhabi and has been inspected by CL. At our discretion, a refund may be issued without requiring a return. In this situation, CL does not take title to the refunded items.

NON-CANCELLABLE, EXCHANGEABLE OR REFUNDABLE ITEMS

No exchanges or refund can be made on skincare/toiletry/bath care products, baby bedding, mattresses, mattress toppers, personal grooming products, jewelry, swimwear, and undergarments. All sale items are final and not subject to store credits, refunds or exchanges.

Many of CL’s Product(s) can be personalized or are bespoke so please ensure the Product(s)ordered are suitable for your requirements. Once ordered and payment has been accepted in accordance with the Purchase Terms no bespoke or personalized Product(s) (which includes, without limitation, any item of furniture ordered and made to your specifications, or other bespoke items) can be canceled. There will be strictly no refunds, store credits or exchanges for any such Products.

Please feel free to address any additional questions you may have to our Customer Care representative by writing us an email to returns@childrenslane.com