Refund policy

Return & Refund Policy

Last updated: October 2026

This policy explains what to do if there is a problem with your order. It does not limit or replace any rights you have under UAE law, including Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

1. When we accept returns

We accept returns, replacements or refunds when an item:

  • arrives damaged;
  • is defective or does not work as described;
  • is the wrong product, size, colour or variant from what you ordered; or
  • is missing parts or accessories, or is materially different from its description on our website.

We do not accept returns for change of mind — for example if you no longer want the item, or you chose the wrong size, colour, model or variant yourself. Please check the product details before ordering. You can cancel free of charge at any time before your order is dispatched (see section 6).

2. How long you have to tell us

  • Damaged, wrong or incomplete items: please contact us within 7 days of receiving your order. Where possible, check your parcel on delivery and tell us straight away.
  • Defects that appear later through normal use: contact us as soon as you notice the problem. We will handle it under any manufacturer warranty that applies to the product and in line with UAE consumer-protection law.

3. What we need from you

Send us the following on WhatsApp +971 58 167 1074 or by email to info@zarhamchoice.com:

  • your order number;
  • a short description of the problem; and
  • clear photos or a short video showing the issue (and the outer packaging, if the parcel arrived damaged).

Please keep the item, its original packaging and all accessories until your request has been resolved.

4. What happens next

  • We aim to reply within 2 business days to confirm the next steps.
  • Please do not send anything back until we have approved the return and given you instructions.
  • Where a collection or return is needed, we arrange it and cover the full cost. You pay nothing to return a damaged, defective, wrong or incomplete item.
  • Once the problem is confirmed, you can choose a replacement of the same item (subject to stock) or a full refund of the price you paid. If a replacement is not available, we will refund you in full.

5. Refunds

Orders are paid by Cash on Delivery, so approved refunds are made by bank transfer to a UAE bank account in your name. Refunds are normally processed within 7 business days of approval. Please make sure the bank details you give us are correct and complete; we are not responsible for delays caused by incorrect details.

6. Cancelling an order

You can cancel free of charge at any time before your order is dispatched. Contact us as soon as possible on WhatsApp or by email with your order number. Once an order has been dispatched, sections 1–5 apply.

7. Items we cannot accept back

Unless they arrived damaged, defective, incorrect or incomplete, we cannot accept returns of:

  • personal-care and beauty products that have been opened or used, for health and hygiene reasons;
  • items damaged through misuse, improper handling, accident or normal wear and tear; or
  • gift cards.

8. Contact us

WhatsApp: +971 58 167 1074
Email: info@zarhamchoice.com