Return & Refund Policy

Last updated: July 16, 2026

This Return & Refund Policy is in accordance with UAE Consumer Protection Law (Federal Law No. 15 of 2020) and the UAE E-Commerce Law.

1. Return Eligibility

You may return most items within 14 days of delivery, provided that:

The item is unused and in its original condition
Original packaging is intact
You provide proof of purchase (order number or receipt)
The item is not a personalised or custom order

2. Non-Returnable Items

The following items cannot be returned:

Surprise Packs — once opened, Surprise Pack contents cannot be returned as the product has been used/revealed
Customised or personalised figures
Items marked as final sale or clearance
Items returned after the 14-day window

3. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery at info@zoolitz.com with:

Your order number
Clear photos of the damage or defect
A brief description of the issue

We will arrange a replacement or full refund at no additional cost to you.

4. How to Initiate a Return

Email us at info@zoolitz.com or WhatsApp +971582801321 with your order number and reason for return
We will respond within 2 business days with return instructions
Ship the item to our address: Dubai, United Arab Emirates
Return shipping costs are borne by the customer unless the return is due to our error

5. Refunds

Approved refunds are processed within 5–10 business days
Refunds are issued to the original payment method
Cash on Delivery refunds are processed via bank transfer; please provide your bank details
Tabby/Tamara refunds are processed according to their respective policies

6. Order Cancellations

Orders can be cancelled within 2 hours of placement, provided dispatch has not commenced
To cancel, contact us immediately at info@zoolitz.com or WhatsApp +971582801321
Once dispatched, cancellation is not possible; you may initiate a return upon delivery

7. Consumer Rights

Nothing in this policy limits your statutory rights under UAE Consumer Protection Law. If you believe your consumer rights have been violated, you may contact the UAE Ministry of Economy or the relevant emirate’s Department of Economic Development.

8. Contact

Email: info@zoolitz.com
WhatsApp: +971582801321
Fed Digital Marketing and E Commerce FZE, Dubai, United Arab Emirates