Refund policy

1. Order Cancellation

You may request to cancel your order only before it has been processed or dispatched from our warehouse.

Once the order has been shipped, it cannot be cancelled.

2. Delivery, Duties & Third-Party Couriers

All orders are fulfilled through third-party courier partners. By placing an order, you acknowledge that:

  • Delivery timelines are estimates and may vary due to customs or logistics delays
  • International shipments may be subject to customs duties, taxes, or import charges, which are the customer’s responsibility
  • ZERO Makeup Global is not liable for delays, damages, or issues caused by third-party courier services beyond our control

Customs Duties, Taxes & Import Charges (International Orders)

  1. International orders may be subject to customs duties, import taxes, VAT/GST, customs clearance fees, or other charges imposed by the destination country.
  2. All such customs duties, taxes, clearance fees, and other import-related charges are the sole responsibility of the customer and must be paid by the customer, except where applicable law requires otherwise.
  3. These charges are not included in the product price or shipping charges, unless expressly stated otherwise at checkout.
  4. The exact amount of these charges is determined by the customs authorities and/or relevant authorities in the destination country.
  5. ZERO Makeup Global does not control or determine these charges.

By placing an order, the customer acknowledges and agrees that any applicable customs duties, taxes, and import-related charges will be borne and paid by the customer, subject to applicable law and any amounts expressly collected at checkout.

Except where required by applicable consumer law, ZERO Makeup Global does not accept returns or cancellations, or issue refunds for the products or shipping charges, solely because customs duties, taxes, or other import-related charges are payable, or because the customer refuses or fails to pay them.

If a shipment is refused, unclaimed, returned, abandoned, or destroyed because the customer has not paid these charges or completed required customs clearance, this does not by itself entitle the customer to a refund.

ZERO Makeup Global does not reimburse customs duties, taxes, or clearance fees paid directly to customs authorities or couriers. Any request to recover those amounts must be made to the authority or courier that collected them, under its applicable procedures.

Nothing in this section limits statutory cancellation, refund, or other consumer rights that cannot lawfully be excluded. Where a refund is legally required, it will be handled in accordance with applicable law, and any deductions will be made only to the extent permitted by that law.

See our Shipping Policy for further details.

3. Damaged, Defective, or Incorrect Items (Eligible for Exchange Only)

We only offer exchange or replacement under the following conditions:

  • The product is damaged during transit
  • The product is defective (e.g., leakage, broken packaging, non-functional component)
  • The wrong product was delivered

Mandatory Reporting Requirement

To be eligible, you must:

  • Notify us within 24 hours of delivery
  • Provide:
    • Clear unboxing video (mandatory)
    • Photos showing the issue
    • Order details and packaging condition

Claims submitted without proper evidence or beyond 24 hours will not be accepted

Once approved, we will arrange a replacement or exchange, subject to verification.

4. Returns & Exchanges (General Policy)

Due to the nature of cosmetic and personal care products:

We do not accept returns or exchanges for:

  • Change of mind
  • Personal preference (e.g., shade, fragrance, texture)
  • Opened or used products
  • Minor packaging variations
  • Products without original packaging

All sales are considered final, except in cases covered under Section 3.

5. Hygiene & Safety Policy

For hygiene and safety reasons, all products are non-returnable once opened or used.

This policy ensures the integrity and safety of all customers.

6. Return Conditions (If Approved Case Only)

If a return is approved:

  • The product must be unused and in original packaging
  • Must be made available for return/collection as instructed
  • Failure to comply may result in rejection of the claim

7. Failure to Return Goods (If Required)

If a return or collection is agreed and:

  • The product is not returned
  • Or not made available for collection

We reserve the right to:

  • Deduct applicable costs from any refund (if applicable)
  • Or recover the cost of goods and shipping via the original payment method

8. Refunds

  • Refunds are issued only in exceptional cases, where replacement is not feasible
  • Approved refunds will be processed to the original payment method
  • Processing time: up to 14–28 business days, depending on payment provider

Except where required by applicable law, shipping fees are non-refundable. Customs duties, taxes, and import-related charges are subject to Section 2 above.

9. Contact for Claims & Support

All claims must be submitted via official channels:

Email: hello@zeromakeup.com
WhatsApp: +971 54 7939 788

Please include:

  • Order number
  • Full name
  • Issue description
  • Supporting images/video

10. Legal Compliance

This policy is aligned with applicable international e-commerce practices.
Nothing in this policy affects your statutory rights under applicable consumer laws, where required.