Refund policy

Return & Exchange Policy

Last Updated: June 14, 2025

At Mulan Stores LLC, we are committed to your complete satisfaction. Please review the following policy carefully regarding returns and exchanges.

1. ALL SALES ARE FINAL
All sales are final. We do not accept returns or offer refunds for change of mind, incorrect sizing chosen by the customer, or any reason other than those explicitly stated in the sections below.

2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
We stand behind the quality of our products. If your item arrives damaged, defective, or if you have received the wrong item, we will make it right.

  • Notification Required: You must notify us of any damage, defect, or error within 2 days of receiving your order.

  • How to Notify: Contact us immediately via WhatsApp at +971 58 660 0890 or email at mulanstoree@gmail.com with your order number and clear photographs or a video of the issue.

  • Resolution: Once the issue is validated, we will arrange for an exchange. We will cover all associated delivery charges for resolving our error.

3. EXCHANGES FOR SIZE
We offer a limited exchange option for size-related issues.

  • Timeframe: you can contact us within 4 days after receiving your item to request a size exchange.

  • Eligibility: The item must be in its original, unworn, and unwashed condition, with all tags attached and in the original packaging. You must also provide proof of purchase.

  • Process: To initiate an exchange, contact us via WhatsApp at +971 58 660 0890 or email at mulanstoree@gmail.com with your order number and the desired new size.

  • Important Note: Exchanges are subject to availability of the requested size in our inventory. If the desired size is not available, we will offer to exchange for another available product of equal value or provide a store credit.

  • Delivery Charges: For size exchanges, the customer is responsible for the delivery charge for the exchange service.

4. THE EXCHANGE PROCESS
Once your exchange request is confirmed and approved via WhatsApp or email, we will initiate the following process:

  1. We will schedule a date for the exchange delivery.

  2. Our delivery agent will arrive at your provided address with the new, replacement product.

  3. You must have the original product (in its pristine condition as outlined in section 3) ready to hand over to the delivery agent.

  4. The agent will collect the original product and deliver the new one to you simultaneously.

Please note: The exchange will only be processed once officially confirmed by our team through one of our official communication channels.

5. NON-RETURNABLE ITEMS
The following items cannot be returned or exchanged under any circumstances:

  • Items not in their original condition (worn, washed, damaged by the customer, or missing tags).

  • Any item not deemed defective or damaged upon delivery.

  • Gift cards or sale items (unless they are defective).

6. STORE CREDIT
Where applicable, approved refunds will be issued in the form of store credit to be used on a future purchase on https://mulanstores.com. Store credit does not expire.

7. QUESTIONS & CONTACT
For any questions or to initiate a return/exchange request, please contact our customer service team through the following channels:

  • WhatsApp: +971 58 660 0890 (Preferred for faster response)

  • Email: mulanstoree@gmail.com

  • Phone: +971 50 190 6191

Our business hours are 10:00 AM - 6:00 PM GST, Sunday through Friday. We will respond to all inquiries within 24 business hours.