Returns & Refund Policy

Last updated: July 2026

1. Overview

At Zela Prime, every product we ship is genuine, sourced in Dubai, UAE, and inspected before dispatch. All sales are final. We accept return claims only for items that arrive Dead on Arrival (DOA) — physically damaged in transit or non-functional on first use out of the box. We do not accept returns for change of mind, ordering errors by the customer, or issues that arise after the product has been used.

2. Key Definitions

Dead on Arrival (DOA): The product is physically damaged upon delivery, or fails to power on or perform its basic function the very first time it is used, straight out of the box.

Delivery time: The date and time recorded by the courier's delivery confirmation (e.g., DHL delivery scan or recipient signature). This timestamp starts the return window.

Outer packaging: The shipping carton, retail box, shrink-wrap, and box tape. You may open these to inspect and test your product.

Security (tamper) seals: The manufacturer's seals on the device itself — for example, "void if removed" stickers, or seals covering screws or casing seams. These must remain unbroken. Opening the retail box is expected; opening the device itself voids your claim.

Note: Cosmetic damage to the outer shipping carton alone, where the product inside is intact and fully functional, does not qualify as DOA.

3. Return Window

A return claim must be initiated within 24 hours of the courier-recorded delivery time. Claims initiated after this window are not eligible under this policy and are handled, where applicable, under the manufacturer's warranty (see Section 13).

4. Eligibility Conditions

A claim is eligible only if all of the following are true:

  1. The item is DOA as defined in Section 2.
  2. The item is returned complete, in its original packaging, with all manuals, accessories, and packing materials.
  3. All manufacturer security/tamper seals on the device are unbroken.
  4. The serial number / IMEI of the item matches our dispatch records for your order.
  5. The item shows no signs of use, misuse, liquid contact, power-surge damage, or unauthorized opening, modification, or repair.
  6. The claim is accompanied by the original proof of purchase (order confirmation email or invoice).

5. Required Evidence

To assess your claim, we require:

  • An unboxing video (strongly recommended for every order): a single, continuous, unedited video showing the sealed package with the shipping label visible, the package being opened, the full contents, and the fault (e.g., the product failing to power on, or the damage). We recommend recording this for every delivery — it is the fastest way to have a claim approved.
  • Mandatory video cases: for claims of a missing item, wrong item, or empty package, a continuous unboxing video as described above is required. These claims cannot be assessed without it.
  • Clear photos of the damage or defect, the product, its packaging, the shipping label, and the security seals.
  • Your order number and invoice or order confirmation email.

Claims submitted without sufficient evidence may be declined.

6. Non-Returnable Items

The following are not eligible for return or credit under any circumstances:

  • Gift cards
  • Downloadable software products
  • Accessories sold separately
  • Items damaged through misuse, accident, liquid contact, power surges, or unauthorized modification or repair
  • Items with broken, removed, or tampered security seals
  • Claims initiated after the return window in Section 3

7. How to File a Claim

  1. Contact us at returns@zelaprime.com within the return window, including your order number, a description of the issue, and the evidence listed in Section 5.
  2. Review: We will review your claim and respond within 2 business days. We may request additional photos, video, or information.
  3. Authorization: Do not send any item back without our written authorization. Unauthorized returns will be refused and will not be refunded or credited.
  4. Instructions: If your claim is approved for physical return, we will provide return instructions, including the return address in the UAE.

8. Return Shipping

  • We determine, case by case, whether the physical item must be returned to us or whether the claim can be resolved based on the submitted evidence alone.
  • Where a physical return is required, you arrange the shipment following our instructions. If your claim is verified upon inspection, reasonable return shipping costs (pre-agreed with us in writing) will be reimbursed to you as store credit. If the claim is rejected, return shipping costs are not reimbursed.

9. Inspection & Outcome

Upon receiving a returned item, we will:

  1. Verify the serial number / IMEI against our dispatch records.
  2. Check the security seals, completeness, and condition of the item.
  3. Test the item to confirm the reported fault.

We will notify you of the outcome by email within 3 business days of receiving the item.

If the claim is verified: store credit equal to the product purchase price is issued within 5 business days (see Section 10).

Deductions: Original outbound shipping costs are non-refundable. If your order shipped free, the actual shipping cost we incurred may be deducted. Missing accessories, manuals, or packaging may be deducted at replacement value.

If the claim is rejected (for example: serial/IMEI mismatch, tampered seals, signs of use or misuse, the reported fault cannot be reproduced, or the item falls under Section 6), no credit is issued. Rejected items can be shipped back to you at your cost upon request; items unclaimed 30 days after our rejection notice may be disposed of.

10. Store Credit Terms

  • Store credit equals the verified product purchase price, less any deductions under Section 9.
  • Credit is valid for 12 months from the date of issue, is non-transferable, has no cash value, and cannot be redeemed for cash.
  • Credit can be used toward any purchase at zelaprime.com.

11. Fraud Prevention

To protect our customers and our business:

  • Before dispatch, we record the serial number / IMEI, weight, and photographs of every product and package we ship.
  • Every returned item is verified against these records.
  • Claims found to be false, exaggerated, or manipulated (including swapped items, self-inflicted damage, or altered evidence) will be rejected. We reserve the right to refuse future orders from customers who submit fraudulent claims and to report fraudulent activity to payment providers and relevant authorities.

12. Damage Visible at Delivery

Please inspect your parcel at the moment of delivery. If the outer package shows visible damage:

  • Where possible, note the damage with the delivery agent on the Proof of Delivery (PoD) before signing, and photograph the package before opening it.
  • Signing the PoD without remarks does not automatically void a claim, but noting the damage at delivery significantly strengthens it.
  • In all cases, you must still file your claim through the process in Section 7, within the return window.

13. Warranty Claims

This policy covers the condition of your product on arrival only. Faults that develop after successful first use, or that are reported after the return window, are handled under the manufacturer's warranty where applicable. Please see our Warranty Policy for details.

14. Contact

  • Return claims: returns@zelaprime.com
  • General questions: contact@zelaprime.com