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

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

Shipping fees, duties, and taxes are non-refundable

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.