1. Company and website information

JJ Activewear sells women's activewear, sportswear and related fashion products online in the UAE.

Website: jjactivewear.ae. Customer support: support@jjactivewear.ae, +971 58 588 56 08. Address: Ibn Battuta Gate Building, office 1101-222, Jabal Ali First, Dubai, UAE.

For any cancellation, return, exchange, refund, complaint or warranty request, please contact customer support and include your order number, full name, phone number and a short description of the request.

2. Scope of this policy

This policy applies to purchases made through the JJ Activewear UAE website and to orders delivered within the UAE, including Dubai.

The policy covers order cancellation before dispatch, returns and exchanges after delivery, refunds, defective or incorrect products, failed delivery and unclaimed orders.

If a product page, checkout page or promotional offer contains additional specific conditions, those conditions apply together with this policy as long as they do not conflict with mandatory consumer protection rights.

3. Order cancellation before dispatch

You may request to cancel an order before it has been dispatched, packed for delivery or handed over to the delivery partner.

Cancellation requests should be sent as soon as possible through customer support. We will confirm whether cancellation is still possible based on the order status.

If the order is cancelled before dispatch and payment has already been captured, we will initiate a refund to the original payment method where possible.

If the order has already been dispatched, cancellation may no longer be possible. In that case, the request will be handled under the return and refund conditions below.

4. Changes after placing an order

Address, phone number, size, color or item changes can only be accepted before the order is dispatched and subject to stock availability.

If a change increases the order value or delivery cost, the customer must pay the difference before dispatch.

If a requested change is not possible, the customer may request cancellation before dispatch or proceed with the original order.

5. Return and exchange period

Eligible items may be returned or exchanged within 14 calendar days from the date of delivery.

The item must be unused, unworn, unwashed, undamaged, free from odors or stains and returned with original tags, labels, accessories and packaging, where supplied.

Returned items are inspected before approval. If the item does not meet the return conditions, the return may be refused and the item may be sent back to the customer.

6. Items that cannot be returned for change of mind

For hygiene and product integrity reasons, we may refuse change-of-mind returns for items showing signs of wear, washing, perfume, deodorant marks, stains, damage, missing tags or missing packaging.

Personalized, altered, final-sale, clearance or promotional items may be non-returnable unless they are defective, damaged or incorrectly supplied.

Gift cards, vouchers and digital items, if offered, are non-refundable unless required by applicable law.

7. Defective, damaged or incorrect items

If you receive a defective, damaged or incorrect item, please contact us within 48 hours of delivery and provide clear photos or videos of the product, packaging and order details.

If the issue is confirmed after review, we will provide an appropriate remedy such as repair, replacement, exchange, store credit or refund, depending on the case and stock availability.

This section does not limit mandatory rights available under UAE consumer protection rules for goods that are defective, not as described or not fit for their intended purpose.

8. How to request a return, exchange or refund

Contact customer support with your order number, item name, reason for return or exchange and photos where relevant.

Our team will review the request and provide instructions for returning the item or arranging collection when available.

Please do not send items back without prior confirmation, as this may delay processing or prevent us from identifying your order.

9. Return shipping and service fees

If the return is caused by a confirmed defect, damage or incorrect item supplied by JJ Activewear, we will cover reasonable return or replacement delivery arrangements.

For change-of-mind returns or size exchanges, delivery, collection, cash-on-delivery, payment processing and other service fees may be deducted or charged to the customer, unless otherwise agreed in writing.

Original delivery charges are not refundable unless the order is cancelled before dispatch or the return is caused by an error from JJ Activewear.

10. Refund approval and timing

Refunds are processed only after the returned item is received, inspected and approved, or after a cancellation request is confirmed before dispatch.

Approved refunds are normally initiated within 7 to 14 business days. The exact posting time to your account depends on your bank, card issuer or payment provider.

Refunds are made to the original payment method where possible. If this is not possible, we may request additional details to process an alternative refund method.

11. Cash-on-delivery orders

For cash-on-delivery orders, any approved refund may be processed by bank transfer, store credit or another method agreed with customer support.

The customer may be asked to provide accurate refund details and proof of identity or order ownership before payment is made.

12. Failed delivery, refused delivery and unclaimed orders

If delivery fails because the customer is unavailable, provides incorrect details, refuses the parcel or does not collect the shipment, the order may be cancelled or returned to JJ Activewear.

Any delivery, return shipping, cash collection or courier charges incurred may be deducted from the refundable amount where permitted.

If the parcel is returned to us by the delivery provider, the order is not treated as successfully delivered to the customer solely because the return parcel was received by JJ Activewear.

13. Partial returns and bundled offers

If only part of an order is returned, the refund will be calculated for the returned item only after inspection and approval.

If a bundle, combo, free gift or promotional discount was applied, the refund may be adjusted to reflect the items kept by the customer and the original offer conditions.

14. Abuse, fraud and repeated returns

We reserve the right to refuse a return, exchange or refund request if we reasonably believe the request is fraudulent, abusive or inconsistent with the condition of the returned item.

Repeated excessive returns, false claims or tampering with products may result in refusal of future orders or requests, subject to applicable law.

15. Complaints and escalation

If you are not satisfied with the handling of your request, please contact customer support and ask for escalation. We will review the case and respond with the available options.

Customers may also contact the relevant UAE consumer protection authority if a complaint cannot be resolved directly.

16. Contact

For cancellation, return or refund requests, contact us at support@jjactivewear.ae or +971 58 588 56 08.

Please include your order number and a short description of your request so we can assist you faster.