Returns and Refunds Policy

At ZILLI Dubai, your satisfaction is our priority. We take pride in delivering products of the highest quality, crafted with exceptional attention to detail. If for any reason you are not fully satisfied with your purchase, our Returns & Refund Policy is designed to make the process clear and seamless.

1. Eligibility for Returns

• Returns are accepted within 30 calendar days of delivery, in line with UAE consumer protection law.
• Returned items must be unused, undamaged, and in their original packaging, with all tags and labels intact.
• Items that are customized, personalized, altered, or marked as “Final Sale / Non-Returnable” are not eligible for return unless proven defective or damaged upon receipt.

2. Return Process

• To initiate a return, contact our Customer Care team at customercare@zillidubai.com within 30 days of receiving your order.
• Our team will guide you through the process and arrange collection via our designated courier partner.
• Once your return is received, items will be inspected to ensure they meet eligibility criteria. You will then be notified of approval or rejection.

3. Return Shipping Costs

• Orders with a value of AED 2,000 or more: ZILLI Dubai will cover the cost of return shipping, whether within the UAE or internationally.
• Orders below AED 2,000: The customer is responsible for return shipping costs, except in cases of defective, damaged, or incorrectly shipped products.
• For defective, damaged, or incorrect items, ZILLI Dubai will cover all return costs and provide either a replacement or a full refund.

4. Refunds

• Approved refunds will be issued to the original payment method used for the purchase.
• Please allow 10–14 working days from the date the return is received and inspected for the refund to be processed and reflected in your account.

5. Exchanges

ZILLI Dubai does not currently offer product exchanges. Customers wishing to replace an item should request a return and place a new order.

6. Damaged or Incorrect Items

• If you receive a damaged, defective, or incorrect product, please notify us at customercare@zillidubai.com within 30 days of delivery.
• We will arrange for collection and either replace the item or issue a full refund, at no additional cost to you.

7. Contact Us

For any questions regarding returns or refunds, please contact our Customer Care team:
customercare@zillidubai.com