In general, returns may be accepted for products only if they are found to be faulty or damaged and if you email us within 24 hours of receiving the order. Certain products like customized or perishable products cannot be returned. Shipping costs of returned goods cannot be refunded and an additional returns charge of AED 25 is payable for return shipping and handling.

Please note:

You may not request a return of the product simply because you have changed your mind!

Procedure to request returns

If you are not satisfied with the product, please email us at orders@ecomze.com or contact us from our support page immediately within 24 hours of receiving your order with proof of purchase and reasons for return. Requests for returns received later than that may not be valid.

To be eligible for a return, your item must be unused, in its original packaging and in the same condition that you received it. For clothes, the original tag on the clothing must not be removed for it to be eligible for returns.

You must fill in the returns Request form which we will email to you once we receive your email request. In the case of hand-deliveries directly by a vendor, the vendor will carry the Returns Request form with him.

There are also different policies for different categories, so please make sure you read the relevant policy which is applicable to the product you have purchased.

No-Returns on certain products

Returns are not applicable for certain products like perishable, customized products, products that are on pre-order, products that are on discount. Cakes that have been pre-ordered or personalized cannot be returned.

Returns for Precious Jewellery personally hand-delivered by the Jeweller

Precious Jewellery which is hand-delivered by the vendor personally, cannot be returned once hand delivery is complete. The customer must open the package and check the product while the jeweler is at the customer’s location for delivery. The customer can explain the reasons why he/she is not satisfied with the product and inform the jeweler at that time if they find the product not as per their order or faulty. If the jeweler finds the reason for return valid, then the customer can fill in a returns request form and hand it over to the jeweler and the jeweler will take the product back.

Food Items & Perishable Goods

In general, we do not accept returns for food items like sweets, mithais, cakes, chocolates, and perishable food products like grocery. If you are not satisfied with the product, we will take a complaint and convey it to the vendor supplying the product. The decision of accepting returns and replacing the products rests with the vendor supplying the product.

We will try our best to make sure that all requests for returns and replacements are handled in a fair and reasonable manner in such a way that both the interests of the customer as well as those of the vendor supplying the product are protected.

Replacements

If you are not satisfied with the quality of a product that we have delivered, we can take a complaint and after evaluating the reasons, we will try our best to offer a replacement wherever possible.

Replacements may be offered for products that have a No Returns policy, if the supplier of the product sees a valid reason for replacing the product.

Refunds

If you request a return for a product, we may refund the cost of the product to you once we are able to establish that your request is justified and that there is a genuine problem with the product delivered to you.  All products may not be eligible for refunds. No refunds can be claimed on customized products and perishable products.

If you have paid by credit card, then the refunded amount (minus shipping costs) will be refunded to directly to your credit card account by the Payment Gateway provider. Please contact us by email at orders@ecomze.com to find out how long it will take for the refunded amount to be reflected in your credit card account.

If you have made the payment in cash at the time of delivery, then you will receive the refund either in cash which is hand-delivered to your location or as a digital voucher which you can use against a future purchase on our website. You can email us at orders@ecomze.com for further details on this procedure.

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