Refund policy

REFUND & RETURNS POLICY

At Zenhale Online Seller (“ZENHALE”), we strive to ensure customer satisfaction and transparency. This Refund & Returns Policy outlines the circumstances under which refunds, replacements, and returns may be requested.

Defective or Damaged Products

If you receive a defective or damaged product, please contact us within 7 days of delivery and provide clear images of the product.

Once verified, we will:

  • Send a replacement order at no additional cost, or

  • Offer a refund, where applicable

30-Day Cash-Back Guarantee (Local Orders Only)

If you are not satisfied with your order, we offer a 30-day cash-back guarantee for local orders only, subject to the following conditions:

  • Product must be in its original condition with no damage

  • Product packaging must be intact and in its original state (including bag, box, pouch, and cleaning cloth)

Requests that do not meet the above conditions may not qualify for a refund.

Items Lost in Transit

By placing an order with us, you agree to our estimated shipping timeframes. While most orders are delivered within the stated timelines, external factors such as customs inspections may occasionally cause delays.

If your order exceeds the displayed delivery timeframe by 10 business days, please contact us at zenhale.ae@gmail.com. We will:

  • Send a replacement order, or

  • Issue a full refund, where applicable

Returns (Local Orders Only)

We accept returns for local orders only within 30 days of receiving your product.

To initiate a return, please contact us via our website chatbot or email zenhale.ae@gmail.com.

Eligibility for Returns

  • Product must be unused and in its original condition

  • All original packaging and accessories must be included

  • Products returned damaged or not in original condition may not qualify for a refund

Return Rules Summary

  • Returns accepted within 30 days

  • AED 44.00 flat-rate return shipping fee

  • No restocking fee

  • Final sale items are non-returnable

Please note that return shipping fees are charged by the shipping carrier and are not retained by Zenhale.

Once your return is received and inspected, we will proceed with refund processing if eligibility criteria are met.

Lost or Stolen Packages

Zenhale Online Seller is not responsible for lost or stolen packages that are confirmed as delivered to the address provided at checkout.

Upon request, we can provide:

  • Delivery confirmation

  • Delivery date

  • Tracking number

  • Shipping carrier information

Customers are encouraged to contact the carrier directly to investigate such cases.

Refund Processing (MANDATORY PAYMENT CLAUSE)

Approved refunds will be issued only through the original mode of payment.

Refund processing may take between 10 to 45 days, depending on the issuing bank of the credit or debit card.

Shipping fees (if applicable) are non-refundable unless the return is due to an error on our part.

Cancellations

Orders may be cancelled within 24 hours of purchase, provided the order has not yet been processed or shipped.

If the order has already been processed or shipped, cancellation may no longer be possible.

Contact Information

For refund, return, or cancellation inquiries, please contact us at:

📧 zenhale.ae@gmail.com
📞 +971 50 511 7681
📍 Dubai, United Arab Emirates