Refund & Return Policy
At ZYRAVO, we strive to ensure that your experience is as premium as your purchase. If you are not entirely satisfied with your order, we are here to assist you with a clear and transparent process across the GCC.
Order Cancellations & Modifications: Due to our high-speed automated fulfillment system, orders can only be cancelled or modified (size/color/address) while the status is 'Pending'. Once the order is 'Processed' or 'Shipped' with Naqel Express, no changes are physically possible. The customer must receive the parcel and follow our return procedure.
RETURN PERIOD
Standard Return:
You have 14 days from the date of delivery to request a return or exchange.
Damaged/Incorrect Items:
Any issues with damaged, defective, or incorrect items must be reported within 48 hours of delivery to be eligible for a full replacement or refund.
ELIGIBILITY CRITERIA
To be eligible for a return, your product must meet the following conditions:
Condition:
The items must be unused, unwashed, and in the original sellable condition with no signs of wear.
Packaging:
The original product packaging (branded boxes, dust bags, etc.) must be intact. Do not use the product box as the shipping box. Please use a protective outer carton.
Tags:
All original tags and security seals must remain attached.
RETURN & EXCHANGE PROCESS
To initiate a request:
Contact our support team via WhatsApp at +971 52 632 1844 or email support@zyravo.co
Provide your order number and clear photos or a short video of the product and its packaging for evaluation.
Once approved, we will provide instructions for our logistics partner to collect the item.
Unauthorized Returns:
Items sent back to us without prior approval will not be accepted.
Size or Color Exchanges: If the exchange is requested due to a customer error (wrong size/color selected), the customer will be responsible for the redelivery fee of the new item.
Note on Exchanges:
Customers are responsible for selecting the correct size. For exchanges due to sizing errors, the customer is responsible for all associated return and redelivery shipping fees.
Return Logistics: According to our policy, for a 100% refund, the customer is responsible for shipping the items back to our central warehouse in Dubai, UAE. All shipping costs and customs duties for returns are at the customer's expense. Refunds are only triggered after our quality inspection (item must be unworn, with original packaging intact).
SHIPPING COSTS & FEES
ZYRAVO Error:
If the return is due to a factory defect or wrong item sent, we cover all logistics costs.
Customer Choice (Change of Mind/Size):
For returns based on personal preference, the original shipping fees are non-refundable. A flat return shipping fee will be deducted from your refund to cover logistics across the GCC.
Customs & Duties:
For international GCC orders, any customs duties or local taxes paid at the time of delivery are strictly non-refundable.
REFUNDS (PROCESSING TIMES)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
After inspection (3-5 business days), refunds are processed via the following methods:
Credit/Debit Card & mada:
5 to 10 business days via Tap Payments.
Apple Pay:
Refunded directly to your Apple Wallet linked card.
STC Pay (KSA):
Fast processing directly to your digital wallet.
Tamara / Tabby:
Your payment plan will be automatically updated by the provider.
COD Refunds:
For orders paid via Cash on Delivery, refunds are issued as Store Credit to your ZYRAVO account. This credit is valid for 12 months. In case of a defective product or a shipping error on our part, a bank transfer refund can be arranged upon request.
ORDER CANCELLATION
Customers may request to cancel an order only before the order status changes to "Processed" or "Shipped." Once an order is handed over to our fulfillment partners (e.g., Naqel Express), cancellation is no longer possible, and the customer must follow the standard Returns Policy. ZYRAVO reserves the right to cancel orders due to stock unavailability or payment verification failure.
NON-RETURNABLE ITEMS
Items marked as "Final Sale" or "Non-returnable".
For hygiene reasons:
Socks, insoles, or personal accessories (if applicable).
Products with signs of outdoor use or damaged original packaging.
CONTACT US
ZYRAVO ECOM - FZCO
Email: support@zyravo.co
WhatsApp / Phone: +971 52 632 1844
Address: Dubai Silicon Oasis, Dubai, UAE