Returns and Refunds for UAE Customers
Nothing in this policy excludes or limits any mandatory rights available to consumers under UAE law.
Voluntary change-of-mind returns
In addition to your statutory rights, Zhinava offers UAE customers a voluntary 7- day change-of-mind return period beginning on the day after delivery.
To qualify, the product must be:
- Unopened and unused
- In its original packaging
- Protected by an intact tamper-evident seal
- Undamaged and suitable for resale
- Returned in accordance with our return instructions
Because Zhinava products are ingestible supplements, products with opened, removed, damaged, or broken safety seals cannot be returned because of a change of mind.
This restriction does not apply where a product is defective, damaged, unsafe, incorrectly supplied, misdescribed, expired at delivery, or otherwise subject to a mandatory legal remedy.
Requesting a return
Contact orders@zhinava.com before returning an item and provide:
- Your name
- UAE delivery address
- Order number
- Product being returned
- Reason for the request
- Photographs where the item is damaged, defective, incorrect, or unsafe
If the return is accepted, we will provide the authorised return address and instructions.
Do not send a product to the address shown on the original parcel unless we confirm that it is the correct returns location.
Return shipping costs
For a voluntary change-of-mind return, the customer is responsible for the direct return-shipping cost unless Zhinava agrees otherwise.
We recommend using a tracked delivery service and retaining proof of shipment. The customer remains responsible for the parcel until it reaches the authorised return location.
Where an item is defective, damaged, unsafe, misdescribed, expired at delivery, or incorrectly supplied, Zhinava will provide a suitable remedy and cover reasonable return costs where required by applicable law.
Defective, unsafe, or non-conforming products
If a product has a defect or does not conform to its description, agreed specifications, applicable safety requirements, or the order placed, contact us promptly.
Depending on the circumstances and applicable UAE law, an appropriate remedy may include:
- Replacement
- Refund
- Another remedy agreed with the customer
Zhinava will not apply a “no returns or exchanges” condition in a way that removes a customer’s mandatory rights relating to defective, unsafe, misdescribed, or non-conforming goods.
Refund processing
We will notify you after receiving and assessing the return.
Approved refunds will be made to the original payment method within 10 business days. Your bank or payment provider may require additional time to display the refund.
For an approved voluntary return, the refund will normally cover the product price. Original delivery charges, customs duties, import VAT, clearance fees, and return costs will be refunded only where required by law or expressly agreed by Zhinava.
For a product that is confirmed to be defective, damaged, unsafe, expired at delivery, misdescribed, or incorrectly supplied, we will refund the amounts required under applicable law.
Non-returnable products
Unless a mandatory legal remedy applies, we cannot accept returns of:
- Supplements with opened, removed, or broken seals
- Used or partly consumed products
- Products damaged after delivery through misuse or incorrect storage
- Products returned after the applicable return period
- Free gifts without the associated eligible order
- Gift cards
Sale and promotional products retain the mandatory protections provided by applicable consumer law.
UAE consumer complaints
Please contact Zhinava first so that we can try to resolve your complaint:
Zhinava Limited
Email: orders@zhinava.com
If a complaint cannot be resolved, UAE customers may be entitled to contact the competent consumer-protection authority in their Emirate.
This policy is governed by the applicable terms of sale and mandatory consumer-protection laws. Nothing in it requires a customer to waive a right that cannot legally be waived.