Refund & Returns Policy

Returns window

We accept returns within 14 days of delivery, subject to the conditions below.

Condition of items

For health and hygiene reasons, skincare products can only be returned if they are unopened, unused and in their original sealed packaging. We are unable to accept returns of opened or used products unless the item is faulty or was damaged on arrival.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or you received the wrong item, contact us within [CONFIRM: e.g. 48 hours] of delivery with your order number and photos. We will arrange a replacement or full refund, including any return shipping, at no cost to you.

How to start a return

Email [CONFIRM: returns email] with your order number and the reason for the return. We will provide return instructions. Items sent back without prior contact may not be accepted.

Return shipping

Except for faulty, damaged or incorrect items, return shipping costs are the customer’s responsibility. We recommend a tracked service, as we cannot be responsible for items lost in return transit.

Refunds

Once your return is received and inspected, we will notify you of approval. Approved refunds are issued to your original payment method within [CONFIRM: e.g. 5–10] business days.

Currency note

Prices are displayed in AED, but payment is processed in US Dollars (USD) through our payment provider. Refunds are issued in USD to your original payment method. Because the AED–USD exchange rate and your card issuer’s own conversion may vary slightly between the time of purchase and the time of refund, the amount you receive back in your local currency may differ marginally from the amount originally charged. Zatara Care refunds the full USD amount charged for the returned items.

Non-returnable items

[CONFIRM any exclusions — e.g. gift cards, promotional or clearance items, free gifts.]