Return & Refund Policy — Zeki.ae

Last updated: September 15, 2025

At Zeki.ae, your satisfaction matters. If you’re not fully happy with your smart lock purchase, our return and refund policy below explains how to request a return, exchange, or refund.

1) Return Eligibility

You may request a return when:

  • The item is unused, in original packaging, with all accessories/manuals intact.

  • The request is made within 7 days of delivery.

  • A valid order number and proof of purchase are provided.

Items that have been installed, paired, used, or damaged after delivery are not eligible.

2) Non-Returnable Items

  • Customized or special-order products

  • Items without original packaging or with missing parts/accessories

  • Products showing visible signs of use or installation

  • Clearance/discounted items unless defective

3) How to Start a Return

  1. Request approval: Contact us at +971 52 284 2014 within 7 days, sharing your order # and reason for return.

  2. Follow instructions: If approved, we’ll send return steps and the return address.

  3. Ship securely: Pack the item safely. Unless the product is defective/incorrect, buyer pays return shipping.

  4. Inspection & processing: Once received, we’ll inspect the item. Approved refunds are issued within 5–7 business days to the original payment method (bank processing times may vary).

4) Refunds

  • Full refunds for defective or incorrect items after inspection.

  • Partial refunds if packaging/accessories are missing or there are signs of use.

  • No refunds for unauthorized returns, misuse, installation damage, or items failing eligibility checks.

Original shipping fees (if any) are typically non-refundable unless we shipped the wrong/defective item.

5) Exchanges

We replace items only if defective or damaged. Contact us within 7 days of delivery for an exchange authorization, subject to stock availability.

6) Order Cancellations

  • Cancel before shipment for a full refund.

  • If the order has shipped, please submit a return request after delivery.

7) Damaged or Incorrect on Arrival

Report delivery issues within 48 hours (with photos/video of the box, label, and product) so we can resolve quickly via replacement or refund after verification.

8) Contact Us

Phone: +971 52 284 2014
Address: Dragon Mart 2, Shop FC29, Dubai, UAE