Returns, Refunds & Cancellations Policy

• Before dispatch: you can cancel an Order, or an item in it, at no charge from your account or by contacting cs@kinzia.com. If you have paid, we refund you in full.
• After dispatch: the Order is on its way and can no longer be cancelled, but you may be able to return it once delivered, subject to eligibility.
• Kinzia or the Vendor may cancel an Order — for example, if a Product is out of stock, mispriced due to an obvious error, or cannot be delivered — in which case you receive a full refund and, where possible, advance notice.

You may request a return within 7 days of delivery, provided the Product is eligible. To be accepted, a returned Product should generally be unused and in its original, undamaged condition, in its original packaging with any seals, tags, and labels intact, complete with any free gifts or accessories, and accompanied by proof of purchase (your Order number).

How to start a return

1. Go to your account → Orders → Start a return, or contact cs@kinzia.com.
2. Tell us the reason and, for damaged/wrong/defective items, add photos.
3. We confirm eligibility and arrange collection or drop-off.
4. Once the Product is received and checked, we process your refund or replacement.

Faulty, damaged, wrong, or not-as-described Products: you are always entitled to a remedy regardless of the categories below. Please report these within 7 days of delivery. We will replace or refund, and cover return costs.

For health, safety, and hygiene reasons, and consistent with UAE consumer-protection practice, some Products cannot be returned once opened, unsealed, or used, unless they are faulty, damaged, wrong, or not as described. These typically include:

• Opened or unsealed cosmetics and makeup.
• Opened or used skin care, hair care, bath & body, and personal-care products.
• Opened vitamins, supplements, and ingestible wellness products.
• Intimate, hygiene, and personal-grooming products once unsealed.
• Baby-feeding and hygiene items once opened (for example teats, breast-pump contact parts).
• Products with broken safety seals.
• Items marked "non-returnable" on the Product page.

Sealed and unused items in the above categories may still be returnable within the return window — the restriction applies once a Product is opened, unsealed, or used. If you are unsure, contact us before opening the Product.

These restrictions exist to protect all Customers' health and safety. They do not apply to faulty, damaged, wrong, or not-as-described Products, and they do not remove your rights under UAE law.

• Once a return is approved and checked, we process your refund within 5–7 Business Days.
• Refunds are issued to your original payment method where possible. For Cash on Delivery Orders, refunds are issued by bank transfer or store credit.
• Your bank or payment provider may take additional time to show the refund.
• Where a refund is due for a faulty, wrong, or not-as-described Product, we refund the Product price and any related delivery charge you paid.
• Delivery fees for change-of-mind returns of eligible Products may be non-refundable; this will be made clear before you confirm the return.

Where you prefer a replacement of the same Product (for example, a damaged item), we will arrange it subject to availability. If a replacement is not available, we refund you.

If an Order is refused at the door or cannot be delivered after reasonable attempts (see the Shipping & Delivery Policy), we will contact you. Change-of-mind refusals of eligible Products are treated as returns; the return-related delivery costs may be deducted where the law allows.

For Products sold by third-party Vendors, the Vendor is the Seller of Record and must honour this policy. Kinzia facilitates the return, mediates disputes, and applies the same Customer protections. If a Vendor does not resolve an eligible case, contact Kinzia and we will step in.

If you are not satisfied with how a return, refund, or cancellation is handled, contact cs@kinzia.com. You can escalate through our Dispute Resolution process, and you keep your rights under the Consumer Protection Law.

We may update this policy from time to time. The version in force at the time of your Order applies to that Order.