Refund policy

ZORA09 – Terms & Conditions for Inspection, Returns & Exchanges

1. Open-on-the-Spot Inspection

  • When the courier delivers your order, you are allowed to open the parcel on the spot only to check if the product matches what you ordered (correct item, size, color).

  • This inspection is ONLY to verify correctness — not for trying/using the product.

2. If the Product Is Correct

  • If the item delivered is correct and the same as what you ordered, the courier will complete the delivery normally.

  • If you simply don’t like the product, or want to return/exchange it, you can still can do under 7 days according to our return policy below.

3. Return & Exchange Eligibility

You may request a return or exchange if:

  • The product is not used.

  • It is in original condition.

  • All original packaging, boxes, and protective covers are included.

  • All tags, labels, stickers, and accessories are still attached.

  • The product has no stains, no perfume smell, no signs of wear, and is resellable as new.

4. Damaged or Wrong Items

  • If the product arrived damaged, defective, or wrong, you must notify us within 24 hours with photos/videos.

  • The item must still be unused and kept in its original condition.

5. Return/Exchange Fee

  • For any return or exchange request, a shipping fee of AED 15 will be charged.

6. Items Not Eligible for Return

  • Products that have been used, washed, worn, or damaged by the customer.

  • Products missing original packaging or tags.

  • Products with makeup marks, perfume scent, or any signs of wear.

7. Refund Method

  • Refunds are provided as store credit or exchange.

  • Shipping fees (including COD fees) are non-refundable.

8. Customer Responsibility

  • Customer must ensure accurate address and be available for delivery.

  • Misuse of COD (refusing valid orders) may result in COD service being blocked for future orders.