Refund policy

  Returns at a glance  
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  • Window: 15 days from delivery (unopened, unused, sealed).
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  • Personal care: Opened items not returnable unless faulty.
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  • Faulty/incorrect: Contact us within 7 days — we repair/replace/refund.
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  • Return shipping: We pay if it’s our fault; otherwise customer pays.
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  • Refund timing: 3–7 business days after inspection.
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  • COD (UAE only): Approved refunds for Cash on Delivery orders are issued as DALENZA store credit.
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  • Support: info@dalenza.com
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Jump to:   Where this applies •   Change-of-mind •   Damaged/defective •   What can’t be returned •   Return shipping •   Refunds •   How to return •   Duties & taxes •   Country notes •   Contact •   Updates

Return & Refund Policy — dalenza.com

Effective date: 7 September 2025

1) Where this policy applies

This policy covers purchases on dalenza.com shipped to the UAE, Saudi Arabia, Oman, Kuwait, Qatar, and Bahrain (GCC).

2) Change-of-Mind Returns (unopened)

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  • Returns accepted within 15 days of delivery if items are unopened, unused, and in their original sealed packaging (all inserts/freebies included).
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  • Personal-care items (e.g., skincare, cosmetics, hair removal tools, razors/brushes/applicators): not returnable if opened or if the hygiene/tamper seal is broken, unless faulty.

3) Incorrect, Damaged, or Defective Items

If your order arrives wrong, damaged, or defective, contact us within 7 days of delivery. We will arrange a repair, replacement, or refund and cover reasonable return costs when it’s our fault.

4) What can’t be returned

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  • Opened/used personal-care items (unless faulty)
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  • Gift cards, downloadable vouchers, clearly marked final-sale items
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  • Customized/personalized products

5) Return shipping (who pays?)

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  • Our fault (wrong/damaged/defective): We cover return shipping and replacement delivery.
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  • Change of mind: Customer covers return shipping. If we provide a prepaid label, we may deduct the actual return cost from the refund.

6) Refund method & timing

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  • Refunds are issued to the original payment method unless stated otherwise below.
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  • Cash on Delivery (UAE only): For approved returns, refunds are issued as DALENZA store credit credited to your customer account/email.
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  • Processing target: 3–7 business days after we receive and inspect your return (your bank/issuer may take longer to post funds).

7) How to start a return

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  2. Email info@dalenza.com with your order number, photos (if damaged/defective), and a short description.
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  4. We’ll send RMA instructions and a return label or drop-off details.
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  6. Ship the item(s) back as instructed.
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  8. After inspection, we’ll confirm your repair/replacement/refund.

8) Duties, taxes & shipping fees

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  • Change-of-mind returns: Refund covers the product price (original shipping, duties, and certain fees may be non-refundable).
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  • Faulty/incorrect items: We cover reasonable costs (including standard shipping) that we charged.

9) Country-specific notes

We standardize to a 15-day change-of-mind window (unopened) across the GCC. Where local consumer rules grant stronger rights, those rights prevail.

10) Contact

Questions? Reach us at info@dalenza.com. We’re happy to help.

Dalila Lifestyle Trading LLC is a registered company in Dubai, UAE.

11) Updates to this policy

We may update this policy from time to time. Changes apply to orders placed after the new effective date.