Refund policy

Return & Refund Policy

Last updated: July 30, 2026

Thank you for shopping with us. As an authorized retailer of Kundal hair care and skin care products in the UAE, we want you to love what you order. Please read our return policy carefully before making a purchase, as it outlines what is and isn't eligible for return.

1. Eligibility for Returns

Due to the personal-care and hygienic nature of our products, most items are final sale and cannot be returned once opened, used, or unsealed. Returns are only accepted under the following conditions:

  • The item is unopened, unused, and in its original sealed packaging
  • The request is made within [7] days of the delivery date
  • You have proof of purchase (order number or receipt)
  • The item is not listed under our Non-Returnable Items (Section 2)

We reserve the right to refuse any return that does not meet these conditions.

2. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned or exchanged, even if unopened:

  • Skincare products where the seal, pump, or protective wrap has been broken or tampered with
  • Hair care products (shampoos, conditioners, treatments) once opened
  • Items marked as Final Sale, Clearance, or Discounted
  • Gift cards
  • Items purchased as part of a giveaway, promotion, or free gift
  • Products without their original packaging, box, or barcode

3. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, you must notify us within [48 hours] of delivery with:

  • Your order number
  • Clear photos/video of the item, packaging, and shipping label

Claims submitted after this window, or without sufficient evidence, may not be honored. Once verified, we will offer a replacement, store credit, or refund at our discretion.

4. How to Request a Return

  1. Contact us at [support email/WhatsApp] with your order number and reason for return
  2. Wait for approval — do not send items back without prior authorization; unauthorized returns will not be accepted or refunded
  3. Once approved, ship the item to the address provided, or arrange a pickup if offered
  4. Items are inspected upon arrival before any refund or exchange is processed

5. Return Shipping Costs

  • Customer is responsible for return shipping costs, except in cases of confirmed damaged, defective, or incorrect items sent by us
  • We recommend using a trackable shipping method — we are not responsible for items lost in transit back to us
  • Original shipping fees (if any) are non-refundable

6. Refunds

  • Approved refunds are issued to the original payment method only, within [7–14] business days of us receiving and inspecting the returned item
  • Alternatively, we may offer store credit in place of a refund
  • A restocking fee of [10–15]% may apply to approved non-defective returns
  • We do not offer cash refunds for online orders

7. Exchanges

We currently do not offer direct exchanges. If you'd like a different product or variant, please return the eligible item for a refund or store credit and place a new order.

8. Order Cancellations

Orders can only be cancelled before they are shipped. Once an order has been dispatched, it is treated as a standard return under this policy.

9. Right to Refuse

We reserve the right to refuse a return, exchange, or refund if:

  • The claim falls outside the stated timeframes
  • The product shows signs of use, damage not caused by us, or missing packaging
  • We suspect misuse of this policy (e.g. repeated return requests from the same customer)

10. Contact Us

For any questions about this policy or to start a return, reach out to:

Kozy Store

Email: buzastore.mea@gmail.com 

This policy does not affect any statutory rights you may have under UAE consumer protection law.