Returns & refunds
We want every order to arrive as presented. This page explains how to request help with an incorrect, damaged, defective, or otherwise eligible item.
Start a request
Contact us within 7 calendar days of delivery with your order number, the item concerned, and clear photos when relevant. Keep the product, labels, accessories, and packaging together while we review the request. For approved returns, ZAIF DXB arranges and pays the return delivery cost.
Incorrect, damaged, or defective items
If we supplied the wrong item, or an item arrives damaged or defective, we will review the evidence and provide an appropriate remedy in line with applicable UAE consumer law. This may include replacement, repair where suitable, or refund.
Change-of-mind requests
Eligibility can depend on the product type, condition, hygiene or safety considerations, and any product-specific terms disclosed before purchase. Items approved for return must normally be unused and in resalable condition with their original packaging and included parts.
Refund processing
Approved refunds are issued after the returned item is received and inspected. The refund is sent through the original or otherwise agreed payment method. Bank or payment-provider processing times may apply.
Your legal rights
This policy does not reduce any mandatory rights or remedies available to you under UAE law. Contact our team if you need help understanding the option available for your order.