Refund policy

We want you to shop with confidence. Our policy keeps returns clear, fair, and hygienic while safeguarding product integrity across beauty, wellness, and daily care items.

Overview

Every product we ship is 100% genuine and pharmacist-reviewed. When something isn’t right, we’ll help you resolve it quickly through approved returns or exchanges where eligible.

Eligibility for Returns

To qualify for a return, your item must meet these baseline criteria:

Unused and in original packaging
All tags/seals intact
Accompanied by the original receipt/order confirmation

Category-level rules:

All products are returnable only if sealed and unopened.
Clearance/last-chance items are final sale.

Return Window

5 days from the delivery date to request your return approval. Requests made after this window may be declined.

Return Method

Refunds: Issued to the original payment method after inspection and approval.
Exchanges: Offered where eligible and subject to stock availability.

Return Conditions

Item must be unused, in original packaging, with all tags/seals intact.
Include the receipt/order confirmation in the parcel.
Include accessories, gifts-with-purchase, manuals, and samples.
Items marked “hygiene-sensitive” must remain sealed.

Non-Returnable Items

For safety and hygiene reasons, some items are final sale and cannot be returned:

Customized items, perishable goods, and gift cards
Opened or used skincare, cosmetics, or personal care items
Baby & mom products that contact skin or milk (e.g., nipples, breast pumps) if opened
Medical consumables/devices once packaging is opened (e.g., gloves, syringes, thermometers)
Food supplements, vitamins, and ingestibles if opened or unsealed
Clearance/Final Sale items

If you are unsure whether your item is eligible, please contact us before initiating a return.

How to Initiate a Return

Request approval within 5 days: Email sales@zoeecare.com or WhatsApp/Call +961 78 710 930 with your order number, the item(s) you wish to return, and the reason.
Wait for instructions: We’ll confirm eligibility and share the return steps.
Pack securely: Keep items in original packaging with the receipt inside.
Ship back: Send the parcel using a tracked courier and keep proof of shipment.

Note: Damaged/incorrect items must be reported within 24 hours of delivery so we can assist promptly.

Return Shipping & Fees

Customer pays the cost of return shipping.
Original shipping fees are not refundable.
We offer courier pickup, with additional fees to be covered by the customer.

Exchange Policy

Exchanges are supported where eligible and subject to stock.
Exchanges are allowed within 2 days of delivery. Please contact us to arrange.
If the requested item is unavailable, we will process a refund to the original payment method or issue store credit.

Refund Processing Time

Refunds are processed within 1–3 business days after the returned item is received and approved.

Please allow an additional 3–5 business days for your bank/payment provider to post the credit.

Special Notes

Seasonal or promotional items may have special return terms. Our team is happy to help you select the right products so returns are rarely needed.