Refund and Returns Policy

We want you to be satisfied with what you receive. This policy explains when an item can be returned, how to arrange it, and how refunds are issued. It applies to orders placed on zevoragt.com and forms part of our Terms and Conditions.

1. Return window

You may request a return within [14] days of receiving your order.

2. What can be returned

An item can be returned if it is:

unopened, with the manufacturer’s seal and any shrink wrap intact;
in its original box, with all inserts, cards and packaging; and
unused, undamaged, and free of any marks or odours from storage.

3. What cannot be returned

For reasons of hygiene, safety and product integrity, we cannot accept returns of:

any fragrance, oil or bakhoor whose seal has been broken or which has been opened, tested or applied;
sample and discovery sets once opened;
items made, engraved or blended to order;
gift cards; and
items returned after the [14] day window, or without their original packaging.

This does not affect your rights where an item arrives damaged, faulty, or is not what you ordered — see section 4.

4. Damaged, faulty or incorrect items

If your order arrives damaged, leaking, faulty, or is not the item you ordered, contact us within 48 hours of delivery with photographs of the item and the outer packaging.

We will arrange a replacement or a full refund, including delivery charges, at no cost to you. This applies whether or not the item has been opened.

5. How to request a return

Email [SUPPORT EMAIL] or message us on [PHONE / WHATSAPP] with your order number and the reason for the return.
We will confirm whether the item is eligible and send you return instructions.
Pack the item in its original box, inside an outer parcel so the box itself is not damaged or labelled.
Send it to the address we provide, and keep the tracking number until the refund is complete.

Items sent back without an approved return request cannot be processed and may be returned to you.

6. Return shipping costs

Damaged, faulty or incorrect item — we pay the return cost.
Change of mind — you pay the return cost, and the original delivery charge is not refunded.

Until we receive the item, it remains your responsibility. We recommend a tracked service.

7. Refunds

We inspect returns within [3] working days of receiving them and email you the outcome.
Approved refunds are issued to the original payment method within [7–14] working days. Your bank may take longer to show it.
Cash-on-delivery orders are refunded by bank transfer. We will ask you for the account details.
If a return does not meet the conditions in section 2, we will contact you before sending it back.

8. Exchanges

We do not process direct exchanges. Return the original item for a refund and place a new order for the item you want. This is faster and avoids the second item selling out while the return is in transit.

9. Cancelling an order

You can cancel free of charge at any time before your order is dispatched. Contact us as quickly as possible — orders are usually prepared within [X] hours. Once dispatched, the return process above applies.

10. Gifts

If you received an item as a gift, we can arrange a return under the same conditions, but the refund is issued to the person who placed and paid for the order.

11. Contact us

[FULL ADDRESS], Abu Dhabi, United Arab Emirates
Email: info@zevoragt.com
Phone: +971 50 681 6112
Hours: [DAYS], [TIMES] (GST)