Refund & Return

Thank you for shopping at Zafira. We aim to ensure complete satisfaction with every purchase. If you are not entirely satisfied with your item, we are here to support you with a structured Return and Exchange process compliant with UAE Consumer Protection Law (Federal Law No. 15 of 2020).

Return & Exchange Window

  • Customers can initiate a return or exchange request within 7 consecutive days from the date of package delivery.

  • Requests initiated after 7 days will not be eligible for processing.

Eligibility Criteria for Returns & Exchanges

To qualify for a return or exchange, the item must meet all of the following conditions:

  • The item must be unused, unworn, unwashed, undamaged, and free of cosmetics, perfume, or odor.

  • The item must remain in its original state with all original brand tags, labels, packaging, and accessories attached.

  • Proof of purchase (Order Number, SMS receipt, or Digital Invoice) must be presented.

Non-Returnable Items

For hygiene, health, and safety reasons, the following product categories are non-refundable and non-exchangeable:

  • Innerwear, shapewear, and delicate garments.

  • Items marked as Clearout, Final Sale, or Flash Sale.

  • Customized, altered, or tailor-made apparel.

  • Damaged items due to improper handling, washing, or care after receipt.

Return & Exchange Process

  1. Contact our official customer service channel via phone or direct message within 7 days of delivery.

  2. Provide your Order Number, reason for return/exchange, and clear photos or videos of the product showing its condition and original tags.

  3. Once approved by our inspection team, our courier partner will schedule a reverse pickup from your UAE address.

Refund Execution

  • Cash on Delivery (COD) Orders: Approved returns for COD orders will be issued via store credit / digital coupon codes usable on your next purchase, excluding initial shipping fees.

  • Prepaid / Online Payment Orders: Approved refunds will be processed back to the original payment method (Credit/Debit Card) within 7 to 14 business days, depending on your bank's processing timelines.

  • Deductions: Delivery fees paid on the original order are non-refundable. A nominal reverse courier pickup fee may be deducted from the return total, unless the return is due to a damaged, defective, or incorrect item sent by us.

Damaged, Defective, or Wrong Items

If you receive a defective garment, incorrect size, or wrong design from what was ordered, inform us within 24 hours of delivery with video proof of unpacking. We will arrange a free exchange or full refund without charging any return logistics fee.