Shipping & Returns Policy

Orders are processed within 1 business day of confirmation (Sunday–Thursday, excluding UAE public holidays). You will receive an email/SMS confirmation once your order is placed, and a further notification once it is dispatched with a tracking link.

Delivery times are estimates from the date of dispatch and exclude UAE public holidays. Remote areas may require an additional 1–2 working days.

COD is available for orders within the UAE, subject to a handling fee of AED 15, shown at checkout. COD is not available for international/GCC orders. The COD fee is non-refundable if you later return the order for a change-of-mind reason (see Section 8).

Once dispatched, you will receive a tracking link via email/SMS. You can also check order status from your ZEO account under "My Orders."

For shipments outside the UAE, the receiving country's customs duties, import taxes, or handling fees are the customer's responsibility and are not included in the prices shown on the Site. These charges are collected by the courier or customs authority on delivery and are outside ZEO's control.

If your order arrives damaged, is significantly delayed, or does not arrive, please contact support@zeobeauty.ae within 48 hours of the expected delivery date with your order number (and photos, if the item arrived damaged). We will investigate with our courier and arrange a replacement, refund, or compensation as appropriate — this right is separate from, and not limited by, the return window in Section 7.

7.1 You may request a return for a change-of-mind reason within 14 calendar days of delivery, provided the Product is:

• unused and unopened, with the original hygiene/safety seal intact;
• in its original packaging, with all labels, boxes, and accessories included; and
• accompanied by proof of purchase (order number or invoice).

7.2 To start a return, email support@zeobeauty.ae with your order number and reason for return. We will confirm eligibility and provide return instructions within 2 business days.

For health, safety, and hygiene reasons, and in line with UAE consumer protection rules that permit non-returnability for goods whose packaging precludes resale once opened, the following cannot be returned or exchanged for change-of-mind reasons:

• any skincare, cosmetic, or personal care product that has been opened, used, or has a broken hygiene seal;
• gift cards, promotional or free items, and sample sizes;
• products marked as "final sale" or purchased during a clearance/outlet promotion.

This exclusion does not apply where the Product is defective, damaged on arrival, or not what you ordered (see Section 9) — you remain fully entitled to a remedy in those cases even if the packaging has been opened to inspect the item.

9.1 Regardless of the 14-day change-of-mind window above, you are entitled to a free repair, replacement, or full refund — at your choice, where reasonably possible — if a Product:

• is defective, damaged, or faulty (other than damage caused by your own misuse);
• does not match the description, quantity, or quality stated on the Site; or
• was delivered so late that it can no longer reasonably serve its intended purpose.

9.2 These rights are provided under UAE Federal Decree-Law No. 14 of 2023 (Modern Technology Based Trade) and UAE Federal Law No. 15 of 2020 (Consumer Protection Law) and cannot be limited or waived by this Policy. Opening the packaging to check for a defect does not forfeit these rights.

9.3 If you experience an allergic reaction or adverse skin response to a Product, contact support@zeobeauty.ae immediately with your order number and a description of the reaction (photos help). We will advise on next steps and, where appropriate, arrange a refund or replacement regardless of whether the Product has been opened.

9.4 To claim under this Section, contact support@zeobeauty.ae with your order number, a description of the issue, and photos where applicable, within a reasonable time of discovering the defect.

10.1 Once we receive and inspect your returned item (or, for damaged/defective items, once your claim is approved), we will notify you of the outcome by email.

10.2 Approved refunds are issued to your original payment method within 5–10 business days. For COD orders, refunds are issued via bank transfer to an account you provide.

10.3 For change-of-mind returns, the original delivery fee and any COD handling fee are non-refundable, and if your order originally qualified for free shipping but falls below the threshold after the return, the standard delivery fee will be deducted from your refund. For defective, damaged, or incorrect items, all fees, including delivery, are refunded in full.

Where stock allows, you may request an exchange for a different shade, size, or product instead of a refund, subject to the same eligibility conditions in Sections 7–9. Any price difference will be charged or refunded accordingly.

12.1 For change-of-mind returns, the customer is responsible for the cost of returning the item to us, unless we specify otherwise.

12.2 For defective, damaged, or incorrect items, ZEO covers the full cost of return shipping and will arrange a courier pickup where available.

You may cancel your order free of charge at any time before it has been dispatched by contacting support@zeobeauty.ae or via your account. Once dispatched, the return process in Sections 7–10 applies instead.

Nothing in this Policy is intended to limit, exclude, or replace any right you have under the laws of the United Arab Emirates, including the UAE Consumer Protection Law and its Executive Regulations, or Federal Decree-Law No. 14 of 2023 on Modern Technology Based Trade. Where any provision of this Policy conflicts with your mandatory statutory rights, your statutory rights prevail.

ZEO Customer Care (BALUMA VENTURES F.Z.E) Email: support@zeobeauty.ae Address: Office B.C. 1308278, Ajman Free Zone C1 Building, Ajman Free Zone, Ajman, United Arab Emirates Response time: we aim to respond to all shipping and return queries within 2 business days.