Replacement & Refund Policy

Thank you for shopping at Zilora. We strive to provide a seamless shopping experience and want you to be completely satisfied with your purchase. This policy explains our guidelines and procedures for processing replacements and refunds. By purchasing from our website, you agree to the terms of this policy.

Replacement Eligibility

Product Eligibility

At Zilora, we want to ensure that every product reaches you in its original condition. If you receive a product that is incorrect, faulty, broken, or damaged, you may be eligible for a free replacement, subject to the conditions below.

Time Frame

• Zilora will consider eligible complaints submitted within 30 days of delivery.

• Replacement requests submitted within 7 days from the date of delivery may be processed free of charge.

• After 7 days, replacement charges may apply depending on the circumstances.

Replacement Process

Initiation

To initiate a replacement request, please share a clear video showing the incorrect, faulty, broken, or damaged product with our customer support team within the eligible time frame.

In some cases, the issue may be related to product usage or setup. Our support team may first guide you through the appropriate steps to resolve the issue.

If we determine that the product is genuinely faulty, damaged, incorrect, or broken, we will proceed with the replacement process.

Replacement Options

Option A – Return & Replacement

We may ask you to ship the incorrect, faulty, damaged, or broken product in its original packaging, including the original product box and all accessories, to our warehouse.

Warehouse Address:
Tazah Global LLC
Warehouse #13, Plot #4488
Al Sajaa Industrial, Sharjah, UAE

Once the returned product is received and verified, the replacement will be shipped within 5 working days, subject to availability.

Option B – Courier Replacement

Alternatively, we may schedule a replacement within 14 working days. Please keep the product securely packed in its original packaging, including the original product box and all accessories, so that the courier can collect the original item and provide the replacement.

Change of Mind

Please note that we do not offer replacements for change-of-mind requests. Replacements are only applicable to products that meet the eligibility conditions outlined in this policy.

Refund Policy

Zilora does not offer refunds.

All eligible cases will be handled according to our replacement policy.

If you have any questions regarding a replacement request, please contact our customer support team. We are always happy to assist you.