Return & Refund Policy

Last updated: January 2026

At zeki.ae, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help. This policy outlines your rights and obligations regarding returns and refunds.

1. Return Window

You have 14 days from the date you receive your item to request a return.

If 14 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: The item must be unused, unaltered, and in the same condition that you received it.
  • Packaging: It must be in the original packaging with all seals, manuals, and accessories intact.
  • Proof of Purchase: You must provide a receipt or proof of purchase (Order ID).

Non-Returnable Items:

The following items cannot be returned:

  • Items that have been installed, drilled, or modified (e.g., smart locks that have been fitted to a door).
  • Items damaged due to misuse or improper installation by the customer.
  • Clearance or "Final Sale" items (if applicable).

3. Return Shipping Costs & Restocking Fees

We value transparency. Here is how costs are handled:

Reason for Return

Restocking Fee

Return Shipping Cost

Defective or Wrong Item

None (0%)

We pay (Free for you)

Change of Mind / No Longer Wanted

None (0%)

We pay (Free for you)

  • Restocking Fee: We do not charge a restocking fee for items returned in original condition.
  • Shipping Costs: If you are returning an item due to a change of mind, you are responsible for the shipping cost to return the item to our Dubai warehouse. Shipping costs are non-refundable.

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email us at [email protected] or WhatsApp +971-52-2842014 with your Order ID and the reason for the return.
  2. Approval: We will review your request. If approved, we will provide you with the return address and instructions.
  3. Pack & Ship: Securely pack the item to prevent damage during transit.
  4. Inspection: Once we receive your return, we will inspect the item to ensure it meets our eligibility criteria.

5. Refunds

Once your return is received and inspected:

  • We will notify you via email of the approval or rejection of your refund.
  • If approved, your refund will be processed immediately.
  • Credit/Debit Cards: A credit will automatically be applied to your original method of payment within 7–14 business days (depending on your bank's processing time).
  • Cash on Delivery (COD): For COD orders, refunds will be issued via Bank Transfer. You will need to provide us with your UAE registered bank account details.

6. Damaged or Defective Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately (within 24 hours of delivery) so that we can evaluate the issue and make it right.

  • We will arrange for a replacement or a full refund.
  • We will cover the cost of collecting the defective item.

7. Contact Information

If you have any questions concerning our return policy, please contact us:

  • Email: [email protected]
  • Phone/WhatsApp: +971-52-2842014
  • Address: Office G01-610, Property Investment Office 4 – G01, Dubai Investment Park 1, Dubai, UAE