Refund & Cancellation

Returns, Cancellations, and Refund Policy
Effective Date: [Insert Date]

At OZiva, owned by Zywie Ventures Pvt. Ltd., we want you to be fully satisfied with your purchase. If for any reason you are not completely happy with the products you’ve ordered, we offer a straightforward and transparent returns, cancellations, and refund policy. Please read the following terms carefully to understand how we handle returns and cancellations in accordance with the regulations in the UAE.

1. Returns and Exchanges

Eligibility for Returns

You are eligible for a return or exchange if:

  • The product is unused, unopened, and in its original packaging.
  • The return request is made within 7 calendar days from the date of delivery.
  • You have the original proof of purchase (e.g., order receipt or invoice).

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Products that have been opened, used, or damaged after delivery.
  • Items purchased as part of a promotional offer, unless specifically stated otherwise.
  • Personalized or customized items.
  • Gift cards or vouchers.

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact our Customer Support Team: Email us at support@oziva.com or call us at [Insert Phone Number] within 7 days of receiving your order.
  2. Provide Order Details: Please include your order number, the product you wish to return, and the reason for the return.
  3. Return Authorization: Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number.
  4. Return Shipment: Once the RMA number is issued, you can return the product to us by following the instructions provided. You will be responsible for the cost of return shipping unless the return is due to a product defect or error on our part.

Return Shipping Costs

  • If the return is due to a defective or incorrect product, we will cover the return shipping costs.
  • If the return is for any other reason (e.g., change of mind, incorrect product selection), you will be responsible for the return shipping costs.

Inspection and Refund Process

  • Upon receiving the returned product, we will inspect it to ensure it meets the eligibility criteria (unused, unopened, and in original condition).
  • Once the return is approved, we will process your refund to the original payment method.
  • Please allow up to 14 business days for the refund to be reflected in your account after the return has been processed.

2. Cancellations

Order Cancellation Before Shipment

If you wish to cancel an order before it has been shipped, you may do so by contacting our customer support team at support@oziva.com or calling us at [Insert Phone Number].

  • Cancellations are only possible if your order has not yet been dispatched.
  • If your order is canceled successfully, you will receive a full refund to your original payment method.

Order Cancellation After Shipment

Once your order has been shipped, it cannot be canceled directly. However, you can refuse to accept the delivery if you do not want the order. In this case:

  • The product will be returned to us, and you will be refunded after the return is processed, minus any applicable shipping or handling fees.
  • Please note that the return shipping fee will be your responsibility if you refuse to accept the order or if the order is returned to us for any other reason not related to a mistake on our part.

3. Refund Policy

Eligibility for Refunds

Refunds will only be issued under the following circumstances:

  • Return of Product: If the product is returned according to our policy (unused, unopened, in original condition, and within 7 days of delivery).
  • Order Cancellations: If you cancel your order before it is shipped, you will be refunded in full.

Refund Method

  • Refunds will be processed to the original method of payment (credit card, debit card, digital wallet, etc.).
  • Please allow up to 14 business days for the refund to be processed and for the amount to be credited back to your account, depending on the payment method used.
  • If you paid by cash on delivery, the refund will be issued via bank transfer or store credit, based on your preference.

Partial Refunds

  • In the event that the returned product is missing parts or is damaged, we reserve the right to issue a partial refund, depending on the condition of the item.
  • Any shipping fees (either original shipping charges or return shipping costs) will not be refunded unless the return is due to a mistake on our part or a product defect.

4. Defective or Damaged Products

If you receive a product that is defective, damaged, or not as described, please contact us immediately at support@oziva.com or call us at [Insert Phone Number]. We will:

  • Offer a replacement of the product at no additional cost, or
  • Provide a full refund if a replacement is not available.

In such cases, we will cover the return shipping costs. You must initiate the return within 7 days of delivery and provide us with photographic evidence of the defect or damage to facilitate the process.

5. Consumer Protection Rights under UAE Law

As a consumer in the UAE, you are entitled to certain rights under the UAE Consumer Protection Law, which includes:

  • The right to return faulty products.
  • The right to a refund if products are not as described or are defective.
  • The right to cancel an order within a specified time frame as part of your consumer protection rights.

Please note that the conditions and time frames outlined in this policy are in line with the applicable regulations under the UAE Consumer Protection Law.

6. Contact Us

If you have any questions or concerns regarding our returns, cancellations, or refund policy, please contact our customer support team at:

  • Email: care@oziva.com
  • Phone: [Insert Phone Number]
  • Address: [Insert business address in UAE]

Disclaimer: This Returns, Cancellations, and Refund Policy is designed to comply with the applicable laws and regulations in the UAE. However, for legal accuracy and compliance with specific local laws, it is recommended to consult with a legal professional familiar with UAE consumer protection laws.