Return & Exchange Policy

Effective Date: 22 July 2026

1. Overview

At LANYVA, we want customers to shop with confidence. This policy explains when a product may be returned or exchanged and how requests are reviewed.

LANYVA operates a centralized return and exchange process for products sold through its marketplace. All requests must be submitted through LANYVA, even when a product was supplied or shipped by an independent marketplace seller.

Customers should not send products directly to a seller, warehouse, or address without receiving approval and return instructions from LANYVA. Unauthorized returns may be delayed, rejected, or returned to the customer.

This policy applies to eligible products delivered within Saudi Arabia and the UAE. It does not limit any mandatory consumer rights available under applicable law.

2. Return and Exchange Window

Customers may request a return or exchange within 14 calendar days from the date of delivery.

A request submitted after this period may be declined unless:

• The product has a confirmed manufacturing defect

• The product was damaged before delivery

• An incorrect product was delivered

• Applicable law requires a different remedy

For orders delivered in separate packages, the return period for each product begins on the date that product is delivered.

Exchanges are subject to product and size availability. If a requested replacement is unavailable, the customer may select another available option or request a refund where eligible.

3. Eligibility Criteria

To qualify for a return or exchange, the product must:

• Be unused, unworn, unwashed, and undamaged

• Be in its original condition

• Have all original tags, labels, protective seals, and hygiene strips attached

• Be returned with its original packaging, accessories, manuals, certificates, and complimentary items

• Show no signs of wear, washing, alteration, misuse, odour, stains, scratches, or customer-caused damage

• Be supported by a valid LANYVA order record

Shoes should be tried indoors and returned without marks or damage to the shoes or original box.

Products sold as a set, bundle, or promotional package must normally be returned together. If a complimentary gift was included with the purchase, it must also be returned unless LANYVA confirms otherwise.

LANYVA and the relevant seller may inspect the returned product before approving a refund or exchange. Receiving a return does not automatically mean that it has been approved.

4. Non-Returnable Items

For hygiene, safety, customization, or product-integrity reasons, the following products cannot normally be returned or exchanged:

• Underwear, lingerie, shapewear, and intimate apparel

• Swimwear where the hygiene strip or protective seal has been removed

• Opened cosmetics, skincare, fragrances, grooming products, and personal-care products

• Earrings, pierced jewellery, and similar hygiene-sensitive accessories

• Products made, altered, engraved, or personalized specifically for the customer

• Perishable products, food, and products with limited shelf life

• Digital products, downloadable products, vouchers, and gift cards

• Products marked as "Final Sale," "Clearance—No Return," or otherwise identified as non-returnable before purchase

• Products damaged through misuse, improper care, accident, or normal wear and tear

• Products returned without their original tags, packaging, parts, or accessories

A hygiene-sensitive, final-sale, or customized product may still qualify for a remedy if it was delivered damaged, defective, incorrect, or materially different from its description.

5. How to Initiate a Return or Exchange

Submitting a Request

To request a return or exchange:

• Sign in to your LANYVA account

• Open the relevant order from the order details page

• Select the eligible product

• Choose Return or Exchange

• Select the reason for the request

• Upload clear photographs or supporting information where requested

• For an exchange, select the preferred available size, colour, or option

• Submit the request for review

Customers who cannot access their account may contact LANYVA Customer Support and provide their order number and registered contact details.

Return Merchandise Authorization

Every approved request will receive a Return Merchandise Authorization, also known as an RMA, together with return or collection instructions.

The RMA confirms that LANYVA has approved the product for return review. It does not guarantee a refund or exchange before the product has been received and inspected.

The customer must:

• Follow the return instructions provided

• Include or display the RMA reference where requested

• Return the correct approved product

• Use the approved courier or collection method

• Hand over or dispatch the product within the deadline stated in the approval instructions

Products returned without an RMA or through an unauthorized delivery method may not be accepted.

6. Return Shipping Costs

LANYVA or the responsible marketplace seller will cover reasonable return shipping costs when:

• The product arrived damaged or defective

• The customer received the wrong product

• The product was materially different from its website description

• The return resulted from an error by LANYVA or the seller

The customer will normally be responsible for return shipping costs when the return or exchange is requested because of:

• A change of mind

• Ordering the wrong size, colour, or product

• Personal preference

• Any reason not caused by LANYVA, the seller, or the delivery provider

For preference-based exchanges, the customer may also be required to pay the cost of delivering the replacement product. Any applicable charge will be shown or communicated before the exchange is completed.

Original shipping charges are normally non-refundable unless the entire order is returned because of a verified error, defect, damage, or another reason for which LANYVA or the seller is responsible.

Customers must not arrange an unapproved cash-on-delivery return. LANYVA is not responsible for unauthorized courier charges.

7. Refunds and Processing Time

Refund Processing

Returned products will be inspected after they are received at the approved return location.

If the return is approved, the refund will normally include the eligible product price and any refundable charges. The refund will be sent to the original payment method unless another method is required by law or agreed with the customer.

LANYVA will initiate an approved refund within a maximum of 15 calendar days after the returned product has been received, inspected, and approved.

The customer's bank, card issuer, or payment provider may require additional time to display the refund in the customer's account. These external processing times are outside LANYVA's control.

If a return does not meet this policy's eligibility requirements, LANYVA may:

• Reject the return

• Return the product to the customer

• Deduct reasonable reshipping costs where permitted

• Offer another appropriate resolution

Exchanges and Price Differences

If the replacement product costs more than the returned product, the customer must pay the difference before it is shipped.

If the replacement costs less, the approved difference will be refunded to the original payment method.

An exchange is completed only after the returned product has passed inspection. Replacement products remain subject to availability.

Marketplace Seller Settlements

LANYVA may delay a seller's payout until the applicable return period has ended or an open return request has been resolved.

If a seller has already received payment for a product that is later refunded, LANYVA may reverse or deduct the relevant amount, return shipping cost, marketplace fee adjustment, or other seller-responsible charge from the seller's current or future settlement.

These marketplace settlement arrangements do not delay an approved customer refund beyond the period stated in this policy.

8. Contact Us

For assistance with a return, exchange, refund, damaged product, or RMA request, contact:

Company Name: Lanyva

Registered Address: Riyadh, Saudi Arabia

Country of Registration: Saudi Arabia

Business Registration Number: 7052768152

Support Email: support@lanyva.com

Please include your order number, registered email address or mobile number, the affected product, and a clear description of the issue.

LANYVA may update this policy when marketplace operations, legal requirements, product categories, or return procedures change. The latest version will be published on the LANYVA website with its effective date.