Return & Refund Policy

Overview

At Zait Online, customer satisfaction is a priority. This Return & Refund Policy explains the conditions under which products purchased from our website may be returned, exchanged, or refunded, in accordance with best practices for e-commerce operations within the United Arab Emirates (UAE).

By placing an order on our website, you agree to the terms outlined in this policy.

Eligibility for Returns

To maintain product quality, safety, and hygiene standards, returns are accepted only under the following conditions:

  • The product is damaged, defective, or incorrect upon delivery

  • The item received does not match the product ordered

  • The issue is reported within 48 hours of receiving the order

Products must be unused, unopened, and in their original packaging to be eligible for return.

Non-Returnable Items

For health, safety, and quality reasons, the following items are non-returnable and non-refundable unless damaged or incorrect upon delivery:

  • Food products and consumables

  • Oils, spices, herbs, and condiments

  • Items opened, used, or tampered with

  • Products purchased during promotions or clearance sales

Return Process

If your order qualifies for a return, please follow these steps:

  1. Contact our customer support within 48 hours of delivery

  2. Provide your order number and clear photos of the issue

  3. Our team will review the request and provide further instructions

Returns sent without prior approval will not be accepted.

Refund Policy

Once a return is approved and the item is inspected:

  • Refunds will be processed to the original payment method

  • Refund processing time may take 7–14 business days, depending on the payment provider

  • Shipping fees are non-refundable unless the return is due to our error

If a refund is not possible, a replacement or store credit may be offered at our discretion.

Exchanges

Exchanges are subject to product availability. If the requested item is unavailable, a refund or store credit will be issued instead.

Order Cancellations

Orders may be canceled only before they are processed or shipped. Once an order has been dispatched, it cannot be canceled.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please notify us within 48 hours of delivery. We will arrange a replacement or refund after verification.

Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the return is due to an error on our part

  • Original shipping charges are non-refundable

Policy Updates

Zait Online reserves the right to modify or update this Return & Refund Policy at any time. Changes will take effect immediately upon being published on this page.

Contact Information

For any questions regarding returns or refunds, please contact our customer support team through our official communication channels.

Zait Online
Committed to transparency, quality, and customer satisfaction across the UAE.