Customers may return or exchange eligible products within 14 days of delivery, subject to the following conditions:

Eligibility Criteria:

• Product Condition: Items must be unused, unopened, and returned in their original packaging, along with all manuals, accessories, and gifts.
  
• Promotional Items: Products purchased during promotional offers or sales are only returnable or exchangeable within the active offer period, and subject to specific offer terms.
  
• Non-Returnable Products: For hygiene and safety reasons, the following items are non-refundable and non-exchangeable.
  
• Original Invoice Required: A valid proof of purchase (invoice or receipt) is required to initiate any return or exchange.
  
• Platform-Specific Terms: Additional return rules may apply for purchases made through third-party platforms (e.g., Amazon, Noon).
  

All returns or exchanges are subject to the terms mentioned on the product/service listing on our website or partner platforms.

2. Order Cancellation Policy

 Cancellation Guidelines:

• Before Shipment: Orders can be cancelled before dispatch by contacting our support team.
  
• After Shipment: Once shipped, orders cannot be cancelled, but you may initiate a return after receiving the item, as per the above return policy.
  
• Customised Orders: Orders containing customised or personalised products are non-cancellable once confirmed.
  
• Promotional Orders: Orders placed using discounts, vouchers, or special offers cannot be cancelled once confirmed.
  
• Refund Timeline: Eligible cancellations will be refunded to your original payment method within 5–10 business days.
  
• Service Orders: For service-based orders, cancellation eligibility depends on the service type and applicable terms.
  
• Modifications: Order changes must be requested before dispatch.
  
  

3. Return Process

How to Initiate a Return:

1. Contact Us: Email kewin.david@zennaura.com, WhatsApp us at (+971) +971-565937032, or call (04) 202 1358 with your order number, product details, and reason for return.
   
2. Product Inspection: Returned items will be reviewed by our team to ensure compliance with the return policy.
   
3. Refund Processing: Approved returns will be refunded to your original payment method within 5–10 business days.
   
   

Note: Refunds will only be processed via the original payment method. Shipping fees are non-refundable unless due to an error on our part.

4. Device Warranty Coverage

We proudly offer a one-year warranty on all eligible Zennaura products, with extended coverage under specific conditions.

Warranty Details:

• Standard Warranty: 1 year from purchase date.
  
• Extended Warranty: Continues beyond 1 year only if Zennaura oils are used exclusively.
  
• Void Conditions: Use of third-party or non-Zennaura oils voids the warranty.
  
• Covered Issues: Includes manufacturing defects, electronic faults, and operational issues not caused by misuse or unauthorised modifications.
  
  

5. Missing or Delayed Refunds

If you haven’t received your refund within 14 business days:

• Review your bank/card statement again
  
• Contact your bank or payment provider

If unresolved, email us at kewin.david@zennaura.com