Refund & Return Policy

Last Updated: 12/02/2026

This Refund & Return Policy outlines the terms under which ZECART ("we", "our", or "us") accepts returns, exchanges, and refunds for products purchased through our website. This policy is designed to comply with applicable consumer protection laws in the United Arab Emirates (UAE).

1. General Return Eligibility

You may request a return or refund if:

• The product is damaged, defective, or incorrect.

• The product was not as described.

• The item is returned within the applicable return period.

To qualify for a return:

• The product must be unused.

• The product must be in its original packaging.

• All labels, seals, and tags must be intact.

• Proof of purchase must be provided.

We reserve the right to refuse returns that do not meet these conditions.

2. Return Timeframes

2.1 Standard Products

• Return requests must be submitted within 24 Hours of delivery.

• Items must be returned within 3 days after approval.

2.2 Damaged or Defective Products

• Must be reported within 48 hours of delivery.

• Photo or video evidence may be required.

2.3 Perishable Food Products

Due to hygiene and safety reasons, food items are generally non-returnable, except in the following cases:

• The product is damaged.

• The product is spoiled upon delivery.

• The wrong item was delivered.

These issues must be reported within 24 hours of delivery.

3. Non-Returnable Items

The following items cannot be returned or refunded unless defective:

• Opened or consumed food products.

• Items without original packaging.

• Products damaged due to misuse or improper storage.

• Clearance or final sale items.

• Gift cards or promotional items.

4. Return Process

Step 1: Request a Return

Email us at [Support Email] with:

• Order number

• Product name

• Reason for return

• Photos (if applicable)

Step 2: Approval

Our support team will review your request and approve or reject the return within 2-3 business days. If approved, you will receive return instructions and a return pickup may be scheduled.

Step 3: Product Inspection

Once we receive the returned item, we will inspect the product and confirm eligibility for refund or replacement.

5. Refund Options

5.1 Full Refund

Applicable when the product is defective, the wrong item was delivered, or the product is unavailable after purchase.

5.2 Partial Refund

Applicable when the product shows minor signs of use or packaging is damaged but the product is intact.

5.3 Replacement

We may offer a replacement instead of a refund if the item is defective, incorrect, and replacement stock is available.

6. Refund Methods

Refunds will be issued using the original payment method:

7. Refund Processing Time

After the return is approved and inspected, refunds are processed within 5-10 business days. Bank processing times may vary. You will receive a confirmation email once the refund is issued.

8. Return Shipping Fees

8.1 When We Cover Return Costs

We will cover return shipping if the product is defective, the wrong item was delivered, or the item arrived damaged.

8.2 When Customer Covers Return Costs

You will be responsible for return shipping if you changed your mind, ordered the wrong product, or the product is returned for personal preference. Shipping fees are non-refundable unless the return is due to our error.

9. Order Cancellations

9.1 Before Dispatch

You may cancel your order if it has not yet been shipped. A full refund will be issued with no cancellation fee.

9.2 After Dispatch

If the order has already been shipped, you must follow the standard return process. Shipping charges may be deducted.

10. Damaged or Missing Items

If your order arrives damaged or incomplete, notify us within 48 hours of delivery and provide photos of the package and products. We will send a replacement or issue a full refund.

11. Incorrect Delivery Address

If an order is returned due to incorrect address or failed delivery attempts, we may charge a re-delivery fee or deduct shipping costs from the refund.

12. Exchange Policy

We offer exchanges when the product is defective, the wrong item was delivered, or the request is made within the return period. Exchanges are subject to stock availability. If the requested item is unavailable, a refund or store credit will be issued.

13. Store Credit

In some cases, we may offer store credit instead of a refund. Store credit is valid for 6-12 months, can only be used on our website, and cannot be exchanged for cash.

14. Promotional Items and Bundles

If your order included free gifts, promotional bundles, or discounted sets, all items must be returned together. Otherwise, the value of the free or discounted item may be deducted from the refund.

15. Refund Rejections

We may reject a refund request if the return is outside the allowed timeframe, the product is used/opened/damaged by the customer, or the item is non-returnable under this policy. If rejected, the item may be returned to you and shipping fees may apply.

16. Fraud Prevention

We reserve the right to refuse returns suspected of fraud, limit excessive return requests, and suspend accounts involved in abuse of the return system.

17. UAE Consumer Rights

This policy does not limit your rights under UAE Federal Consumer Protection Law or applicable local regulations. If a product is defective, not as described, or unsafe, you may be entitled to repair, replacement, or refund under UAE law.

18. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted on this page. Continued use of the website means acceptance of the updated policy.

19. Contact Us

For return or refund requests, contact:

Company Name: Zecart by ZEXO GLOBAL GENERAL TRADING LLC
Registered Address: Shams Media City Sharjah
Email: sales@myzecart.com
Phone: +971 564989107

Support Hours: 24/7