Return & Exchange Eligibility

You may request a return or exchange within 30 days from the date of delivery, provided that:

• The item is unworn, unwashed, and unaltered
• The item is returned in its original condition
• All original tags and packaging are included
• The item is free from perfume, makeup, deodorant, or any other marks
• Proof of purchase is provided

Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

• Custom or personalised orders
• Made-to-order pieces
• Engraved items
• Gift cards or store credit
• Items marked as Final Sale
• Items returned outside the 30-day window

How to Request a Return or Exchange

To request a return or exchange:

• Contact us within 30 days of delivery
• Email info@zalxndraresort.ae or message us on WhatsApp at +971 50 201 5613
• Include your order number, the item(s) you wish to return or exchange, and the reason for the request
• Our team will respond within 24 hours with return authorisation and instructions
• Please wait for confirmation before sending anything back
• If requesting an exchange, please indicate your preferred replacement item or size

Return Shipping

Return shipping terms depend on the delivery destination:

• United Arab Emirates: returns are free; we will arrange complimentary pickup from your address
• GCC countries (Saudi Arabia, Kuwait, Bahrain, Oman, Qatar): while we offer free outbound shipping, return shipping is the responsibility of the customer for change-of-mind returns
• International orders: return shipping costs remain the responsibility of the customer
• Defective or incorrect items: we cover all return shipping costs worldwide, including the GCC
• We recommend using a trackable and insured shipping service for all returns
• ZALXNDRA Resort is not responsible for items lost or damaged in return transit before they are received by us

Refunds

Once your return is received and inspected (typically within 3 business days of arrival at our facility), we will notify you of the approval status. If approved:

• Refunds are issued to the original payment method
• Credit card refunds typically appear within 7–14 business days, depending on your bank
• Cash on Delivery refunds are processed via bank transfer within 7 business days
• Original shipping charges are non-refundable unless the return is due to an error, defect, or incorrect item

Exchanges

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer:

• A refund
• Store credit
• An alternative item, at your discretion

For the fastest exchange, we recommend placing a new order to secure availability and returning the original item separately for a refund.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

• Contact us within 7 days of delivery
• Include clear photographs and a brief description of the issue
• We will review the matter promptly and, where applicable, arrange a replacement, repair, or full refund
• In such cases, return shipping will be covered by us, worldwide

Customs Duties & Import Taxes

For international orders, any customs duties, import taxes, or related charges remain the responsibility of the customer. These charges are not refunded by ZALXNDRA Resort in the event of a return.

Late or Missing Refunds

If you have not received your refund after 14 business days from approval:

• Please first check with your bank or payment provider, as processing times vary
• Then contact us at info@zalxndraresort.ae or via WhatsApp at +971 50 201 5613

Gift Returns

Items received as a gift may be eligible for exchange or store credit only. Store credit is non-transferable and valid for 12 months from issue. Requests must be initiated by the original purchaser or supported by a valid gift receipt where applicable.

Order Cancellations

• Orders may be cancelled at no charge before they are processed for dispatch
• Once processed or shipped, orders cannot be cancelled but may be returned per this policy after delivery
• To request cancellation, contact us by email at info@zalxndraresort.ae immediately or via WhatsApp at +971 50 201 5613

Your Statutory Rights

This policy does not affect your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection or any applicable consumer protection legislation in your jurisdiction.