Returns & Refunds

Summary: You can return unused items within 14 days of delivery. If an item is faulty, damaged or not as described, report it within 7 days and we'll replace or refund it at no cost to you.

1. Faulty, damaged or wrong items

If your item arrives defective, damaged, or different from its description, contact us within 7 days of delivery with:

  • your order number
  • photos or a short video showing the problem and the packaging

We'll arrange a free pickup and give you a replacement or a full refund, whichever you prefer. You pay nothing for these returns.

2. Change-of-mind returns (14 days)

Changed your mind? You can return an item within 14 days of delivery if it is:

  • unused and in the same condition you received it
  • in its original packaging, with all accessories, manuals and free gifts

For change-of-mind returns, the original delivery fee is not refundable, and a return pickup fee of AED 15 is deducted from your refund.

3. Items we can't accept for change-of-mind returns

  • Items that have been used, assembled, washed or installed (for example, adhesive hooks or wall stickers)
  • Personal-care and hygiene items once opened
  • Consumables such as liners, filters or refills once opened
  • Gift cards

These exclusions never apply to faulty, damaged or misdescribed items.

4. How to start a return

  1. Email support@zelvoquae.com with your order number and the reason for the return.
  2. We confirm your return and schedule a courier pickup, usually within 1–3 business days.
  3. Pack the item securely in its original packaging.
  4. We inspect the item when it arrives and email you the result.

5. Refunds

  • Card and online payments are refunded to the original payment method within 5–10 business days of approval. Your bank may need extra time to show it.
  • Cash on delivery orders are refunded by bank transfer to a UAE bank account. We'll ask for the account holder name and IBAN.

6. Exchanges

If you'd like a different colour or model, return the original item and place a new order, or contact us and we'll arrange an exchange if stock is available.

7. Your legal rights

This policy is in addition to your rights under UAE consumer protection law (Federal Decree-Law No. 15 of 2020 and its Executive Regulations), and nothing in it limits those rights.