Returns & Refund Policy

At Zela Prime, we want you to be satisfied with your purchase of genuine electronics shipped from Dubai, UAE to Angola. While all sales are generally final, we accept returns and offer refunds only in cases where the product arrives damaged or defective. 

1. Return Window
  • You have 2 hours from the time you receive your item to initiate a return request.
2. Eligibility for Return

To be eligible for a return, the item must be:

  • Dead on Arrival -- Damaged or defective upon delivery.
  • In its original packaging, including all manuals, accessories, and packing materials.
  • Seals Intact: For items like software. For products with security seals, the original seals must be unbroken.
  • Accompanied by the original proof of purchase (order confirmation email or invoice).
  • Clear photos and videos documenting the issue.

Non-Returnable Items:

  • Gift cards
  • Downloadable software products
  • Accessories sold separately
  • Items damaged due to misuse, accident, or unauthorized modification.
  • Items reported after the 2 hours window. 
3. Replacements

Due to logistics constraints, we currently do not offer direct product replacements. Instead, you'll receive store credit equivalent to the original purchase amount, allowing you to easily reorder the same product or choose another item from our store.

4. Important Notice on Damaged Deliveries

Please inspect your order carefully immediately upon delivery. If you notice any damage or defects, report it to the delivery agent and clearly document the issue before signing the Proof of Delivery (PoD). If immediate reporting isn't possible, you must notify us within 2 hours of delivery, along with clear visual proof (photos and videos). Reports received after this period may not be eligible for refunds or store credit.

5. How to initiate a Return

To report a damaged or defective item:

a. Initiate Request: To start a return, please contact our customer service team at returns@zelaprime.com with your order number and invoice, the reason for the return, and clear photos and videos clearly showing the issue within 2 hours of delivery.
b. Approval: We will review your request. If approved, we will provide you with return instructions, including the return shipping address in the UAE. 
c. Wait for our response and return instructions. Do not send items back without authorization.

6. Refunds & Store Credit

a. Inspection: Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria.
b. Notification: We will notify you via email about the status of your refund (approved or rejected) after inspection.

c. Shipping Back: Once we verify the damage or defect, you'll be asked to return the product to us.

d. Processing: Upon receiving and verifying the returned product, we'll process your refund promptly in the form of store credit, which you can use towards future purchases.
e. Deductions: Original shipping costs are non-refundable. If you received free shipping, the actual cost we incurred may be deducted from your refund. 

7. Warranty Claims
  • This policy covers returns for items defective or damaged upon arrival.
  • Issues that arise after use and beyond the return window are typically covered under the manufacturer's warranty. Please refer to our Warranty Policy for details on handling warranty claims.
8. Contact Us

For questions about returns or refunds, please contact us at contact@zelaprime.com.