Refund policy

Effective Date: 6 June 2026

1. Our Commitment

At Ziyaa, we want every customer to be happy with their purchase. If something isn't right, we'll do our best to make it right.

This Returns Policy explains how we handle returns, refunds, and exchanges. It should be read alongside our Terms and Conditions.

2. Eligibility for Returns

We accept returns within 7 days of delivery, provided:

  • The item is unused, unopened, and in original packaging
  • You provide proof of purchase (order confirmation or receipt)
  • The item is in a resaleable condition

Due to the nature of cleaning products, we cannot accept returns on opened or used items. This is for hygiene and safety reasons, in line with UAE consumer protection guidelines.

3. How to Initiate a Return

To start a return:

  1. Contact us at support@ziyaa.ae within 7 days of delivery, including:
    • Your order number
    • The item(s) you wish to return
    • The reason for return
  2. We will respond within 2 business days with return instructions and a return authorisation.
  3. Ship the item back to the address we provide, with tracking. Items returned without prior authorisation may not be accepted.

Return shipping costs are the responsibility of the customer, unless the return is due to our error (incorrect item, defective product, or damage during transit).

4. Refunds

Once we receive and inspect your return:

  • We will notify you by email of approval or rejection within 5 business days.
  • Approved refunds are issued to your original payment method within 7–14 business days.
  • Your bank or card issuer may take additional time to post the refund to your account.

Please note:

  • Original shipping fees are non-refundable, except where the return is due to our error.
  • We do not charge restocking fees.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us at support@ziyaa.ae within 7 days of delivery.
  • Please include photos of the issue to help us assess and resolve it quickly.
  • We will arrange a replacement, refund, or store credit, at your preference.

In these cases, we cover return shipping (where applicable) and all replacement shipping costs.

6. Subscription Orders

Returns of subscription orders follow the same policy above. Additionally:

  • You may cancel, pause, skip, or modify your subscription at any time via account.ziyaa.ae, provided changes are made at least 24 hours before your next scheduled shipment.
  • No refunds are issued for completed subscription cycles already dispatched, but you may still return individual unopened items under this Policy.
  • See Section 9 of our Terms and Conditions for full subscription terms.

7. Items Not Eligible for Return

The following are not eligible for return:

  • Opened, used, or partially consumed products
  • Items returned beyond the 7-day window
  • Items without proof of purchase
  • Free gifts, samples, or promotional items
  • Items damaged due to misuse after delivery

8. Exchanges

We don't currently process direct exchanges. If you'd like a different product:

  1. Return the original item following the steps above
  2. Place a new order for the replacement product

For damaged or defective items, we'll send a replacement directly — no need to place a new order.

9. Contact

For any questions about returns or refunds:

  • Email: support@ziyaa.ae
  • Phone: +971 50 376 3022
  • Hours: Monday – Friday, 9:00 AM – 5:00 PM (UAE time)
  • Registered Office: Business Centre, Sharjah Publishing City Freezone, Sharjah, UAE

© 2026 Arcal Trading FZE. All rights reserved. Ziyaa® is a registered trademark of Arcal Trading FZE in the UAE under Class 3.