Return & Cancellation Policy

You may request a return within 14 days from the date of receiving your order, subject to the following conditions:

• The returned product must be in its original condition, unused, in its original packaging, and with all original accessories included.
• Products that have been used, opened, damaged, or are no longer in their original condition will not be accepted for return.
• If a product is returned to us opened or with its original outer packaging removed, it will be considered damaged. We cannot reship an opened product to another customer, and the item will be disposed of.
• Zerafa will cover the return costs if the customer receives a damaged or defective product. Please refer to our Compensation Policy for more details.
• Any product defect or damage must be reported within 24 hours of receiving the order.

When reporting a damaged or defective product, the customer must provide:

• A clear photo of the product.
• A clear photo of the shipment's outer box.
• A clear video showing the shipment and product.

Cases Where Returns Are Not Accepted

• The return request is submitted after 14 days from the date of receiving the order.
• The product has been used or opened.
• The product is damaged or is not returned in the same condition in which it was received.
• The original product packaging or box is damaged or missing.

1. Submit your return request through the Return Request Form.
2. Our team will contact you to confirm the return request and review the details.
3. Returns within Riyadh: A Zerafa delivery representative will contact you to arrange collection of the returned product.
4. Returns outside Riyadh: A Customer Service representative will contact you to determine the shipping company and return arrangements.
5. Once the returned product reaches the Zerafa warehouse, it will be inspected to verify that it meets the return requirements.
6. If the return is approved, the refund process will be initiated according to the original payment method.

Return and cancellation requests are processed according to the status of the order and, for returns, after the returned product has been received at the Zerafa warehouse and inspected.

• Return and refund procedures may take up to 14 business days.
• The refund processing period starts from the date the returned product is received at the Zerafa warehouse.
• For cancellation requests, whether the order can be cancelled and whether any fees apply depends on the order status when the cancellation request is received.

Mada, Visa, Mastercard & STC Pay

The refund will be issued to the same card or payment method used for the original purchase.

It may take up to 14 business days for the refund to appear in the customer's account, depending on the bank or payment provider.

Tabby & Tamara

Refunds are processed through Tabby or Tamara, according to the payment method used.

The refund may take up to 14 business days from the date the returned product is received at our warehouse. Customers are responsible for following up on the refund status through their Tabby or Tamara account.

Cash on Delivery (COD)

For orders paid using Cash on Delivery, the refund will be provided through one of the following options:

• A shopping voucher.
• Credit added to the customer's Zerafa account balance.

The voucher or account credit will be valid for 3 months.

The voucher or account credit will be processed within 48 hours from the date the returned product is received at our warehouse.

Return fees apply when a customer requests to return one or more products after receiving the order.

Return fees do not apply when the entire order is returned.

If a customer wishes to cancel an order after placing it, Zerafa will make every effort to cancel the order without charging the customer, provided that the order has not yet entered the preparation process and a shipping label has not been issued at the time the cancellation request is received.

For orders that have already been shipped, cancellation fees apply in the following cases:

• Failure to receive an order after it has been shipped.
• Returning the entire order without accepting it from the shipping company.

Cancellation Fees for Shipped Orders

Electronic payment fees apply to return or cancellation requests for orders paid through electronic payment services.

The customer is responsible for providing complete and accurate address and contact information when placing an order.

If the shipment cannot be delivered due to reasons attributable to the customer, or due to incorrect or incomplete address or contact information, resulting in a delay, cancellation, or return of the shipment, applicable fees will be charged in accordance with the Return & Cancellation Policy, without exception.