Terms & Conditions

This section outlines the legally binding terms and conditions regarding order cancellations, returns, and refunds for purchases made on zhaigougo. By placing an order on our website, you agree to the following terms in compliance with United Arab Emirates (UAE) E-commerce and Consumer Protection laws.

1. Order Cancellation by the Customer

1.1. Before Dispatch: You may request to cancel your order at no additional charge, provided that the order has not yet been processed and dispatched by our warehouse. To cancel, please contact our support team immediately at [email protected].
1.2. After Dispatch: Once an order has been shipped and a tracking number has been generated, the order cannot be cancelled or modified in transit. If you no longer wish to keep the items, you must receive the delivery first and then initiate a standard return process subject to the conditions below.

2. Order Cancellation by the Website

We reserve the right to refuse, limit, or cancel any order at our sole discretion. Reasons for cancellation may include, but are not limited to:

Limitations on quantities available for purchase;
Inaccuracies or errors in product or pricing information;
Problems identified by our credit and fraud prevention department;
Unreachable delivery address or failure by the courier to contact the customer after multiple attempts.

If your order is cancelled by us after your credit/debit card has been charged, the full amount will be reversed and refunded to your original payment method.

3. Returns and Refunds Conditions

In accordance with local consumer laws, products purchased may be returned under the following conditions:

3.1. Return Period: You must notify us of your intent to return within 30 days from the date of delivery.

3.2. Product Condition: Products must be returned in their original, unopened, unused, and undamaged packaging, with all original seals, tags, and documentation intact.

3.3. Exclusions: For health, hygiene, and safety reasons, we strictly do not accept returns on opened cosmetics, personal care products, fragrances, innerwear, or items purchased under clearance/final sale promotions.

4. Refund Payment Method
Credit/Debit Card Purchases: All refunds for orders paid via credit or debit card will be processed and credited only back to the original card or payment method used during checkout. Please note that it may take 7 to 14 business days for the refund amount to appear on your statement, depending on your financial institution's policy.

5. Return Process and Logistics

5.1. To initiate a return, please submit a formal request via email to [email protected] with your Order Number and proof of purchase.

5.2. Once your request is reviewed and approved within 1 to 3 business days, we will arrange for our authorized courier partner to collect the package from your UAE address.

5.3. Return Fee: A return shipping fee of AED 20 will be deducted from your final refund total to cover return logistics, unless the return is due to a product defect.

6. Governing Law and Dispute Resolution

6.1. These terms, conditions, and policies are governed by and construed in accordance with the laws of the United Arab Emirates.

6.2. Any disputes, controversies, or claims arising out of or relating to your purchase or these return terms shall be subject to the exclusive jurisdiction of the Dubai Courts, United Arab Emirates.

7. Contact Information

For any official legal inquiries or formal support regarding these terms, please contact us:

Email: [email protected]