Returns, Exchanges & Refunds

A. Change-of-mind / standard returns

You have 14 days to return and 14 days to exchange. A standard returned product must be:

• Unused
• Unopened where opening affects product integrity
• In its original condition
• In its original packaging
• Accompanied by the order number or proof of purchase

For an eligible change-of-mind return within the approved return policy, Zahwa pays the return delivery cost.

Some opened products are generally not eligible for change-of-mind returns, including:

• Cleaning chemicals
• Hygiene products
• Disposable products
• Food-contact products

This does not remove your statutory rights for defective, damaged, incorrect, or non-conforming goods.

B. Damaged or incorrect delivery

If Zahwa sends a wrong, damaged, or defective item, Zahwa pays the applicable return/replacement delivery costs.

Please report any visible damage, wrong item, or missing item within 24 hours of delivery to help us resolve it quickly. Photos or videos may be requested where reasonably needed to verify the issue.

C. Defective products

For damaged, wrong, or defective products, our normal operational remedy is replacement. "Replacement only" is never applied in a way that removes mandatory consumer rights where another remedy is legally required.

D. Missing items

If an item is missing:

• We send the missing item if it is available.
• If it is unavailable, we refund the missing item.

E. Refunds

Refunds are normally processed within 5–7 business days after approval, unless applicable law requires otherwise.

• Cash on Delivery: refunded by bank transfer.
• Store credit: available where appropriate and accepted by the customer.

Original delivery fees and return delivery fees are refunded if Zahwa is at fault or if required by applicable law.