1. Our promise
We want you to buy with confidence. Beauty Zone operates an exchange-first policy for change-of-mind purchases, and — separately and always — honours your statutory rights for anything defective, damaged or wrongly supplied.
Your statutory rights are never affected. Under UAE Federal Law No. 15 of 2020 on Consumer Protection (as amended) and Cabinet Resolution No. 66 of 2023, if a product is defective, damaged or not what you ordered, you are entitled to a replacement, repair or full refund — regardless of anything else in this policy.
2. Change-of-mind exchanges
Changed your mind? We offer an exchange or store credit within 7 days of delivery, provided the item is:
- Unused and unopened, with the hygiene seal fully intact — cosmetics and beauty products are hygiene-sensitive, so opened items cannot be resold;
- In its original packaging and in resalable condition;
- Not in a non-exchangeable category (see section 8).
Store credit can be used on any future retail or wholesale order.
3. Defective, damaged or wrong items
If an item arrives defective, damaged in transit, or is not what you ordered, the choice is yours: a replacement, a repair, or a full refund to your original payment method. This is your statutory right under Federal Law No. 15 of 2020 (as amended) and Cabinet Resolution No. 66 of 2023.
Please report the issue within 48 hours of delivery, with photos of the item and packaging, via WhatsApp at +971 50 298 7257 or by email to info@beautyzonecosmetics.ae, quoting your order reference. Prompt reporting with photos lets us resolve claims fastest.
4. How to request an exchange or refund
- Contact us within the applicable window (7 days for change of mind, 48 hours for defects) via WhatsApp +971 50 298 7257 or info@beautyzonecosmetics.ae.
- Share your order reference and, for damaged or defective items, photos of the item and packaging.
- We confirm your request and arrange collection or tell you how to return the item.
- We inspect the item on arrival and complete your exchange, credit or refund as agreed.
5. Processing & timelines
- Inspection
- Returned items are inspected within 3 working days of arrival back with us.
- Exchanges / credit
- Replacement items or store credit are issued promptly after inspection is approved.
- Refunds
- Refunds are made to the original payment method within 7–14 days of approval (bank and card provider processing times may affect when funds appear).
6. Delivery fees
- Defective, damaged or wrong items: we cover all collection and redelivery costs, and any delivery fee you paid is refunded with the order.
- Change-of-mind exchanges: the customer covers the return/collection delivery cost; redelivery of the exchanged item follows our standard delivery terms.
7. B2B & bulk orders
For salon, wholesale and bulk orders, please inspect the goods on delivery and note any visible damage or discrepancy with the driver and to us immediately. Professional-use products carry the same statutory defect rights described in section 3 — a replacement, repair or full refund for anything defective, damaged or wrongly supplied.
8. Non-exchangeable items
For hygiene and safety reasons, the following cannot be exchanged for change of mind:
- Cosmetics and beauty products that have been opened or used, or whose hygiene seal is broken;
- Clearance items clearly marked as final-sale at the time of purchase.
Exception: these restrictions never apply where an item is defective, damaged or wrongly supplied — your statutory rights in section 3 always stand.
9. Contact
Beauty Zone General Trading, Al Uqhwan 2 St, Al Noud, Al Ain, Abu Dhabi, UAE. WhatsApp/phone +971 50 298 7257 · info@beautyzonecosmetics.ae.