Refund policy

Refund & Return Policy

Last updated: 28 September 2026

This policy explains when you can cancel an order, return a product, and how refunds are handled. It forms part of our Terms of Service.

Nothing in this policy limits your rights under Federal Law No. 15 of 2020 on Consumer Protection or Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means, or any mandatory consumer right you have under the law of the country in which you live. Article 7 of Federal Decree-Law No. 14 of 2023 gives you the right to return or exchange goods that are defective, damaged, not as described, or otherwise supplied in breach of contract.

1. Cancelling before dispatch

You may cancel an order at any time before it is dispatched, at no cost. Email wecare@zelthynutrition.ae with your order number as soon as possible. If the order has already been dispatched, the return process below applies.

2. Returning an unopened product

You may return an unopened product within 30 days of delivery, provided that:

the product is unopened, unused and in its original sealed packaging, with any security or tamper seal intact;
the product is not past or close to its expiry date as a result of the delay;
you can provide the order number or proof of purchase.

To start a return, email wecare@zelthynutrition.ae with your order number and the items you wish to return. We will approve the return and give you a return reference before you ship anything. Returns sent without prior approval may not be processed.

Return shipping cost: Where you return an unopened product simply because you changed your mind, you arrange and pay for the return shipping. Where the product is defective, damaged, expired or incorrect, we pay — see section 4.

Returns from outside the UAE: where you return a product from another GCC country because you changed your mind, you also arrange and pay for any export formalities in your country. Please contact us before sending anything so that we can help you ship it in a way that avoids import charges on its return to the UAE. Any customs charge levied on a return shipment that was not sent as we advised may be deducted from the refund.

3. Products we cannot accept back

For health and safety reasons, and in line with standard practice for ingestible products, we cannot accept the return of:

products whose seal has been broken or whose packaging has been opened;
products that have been used, partially consumed or tampered with;
products that have not been stored as directed on the label;
products sold as clearance or final sale, where this was clearly stated at the time of purchase;
gift cards and digital items.

This exclusion does not apply where the product is defective, damaged, expired, incorrectly supplied, or does not match its description. In those cases, section 4 applies and your statutory rights are unaffected.

4. Defective, damaged, expired or incorrect products

If a product arrives damaged, is defective, is past its expiry date, differs from its description, or is not what you ordered, contact us at wecare@zelthynutrition.ae within 7 days of delivery with:

your order number;
a photograph of the product, the batch number and the expiry date on the label;
a photograph of the outer packaging if the damage occurred in transit.

We will arrange, at your choice and at no cost to you, either:

a replacement of the same product; or
a full refund, including the original delivery charge.

We cover the cost of return shipping in these cases, in every destination we deliver to. For deliveries outside the UAE, we will also reimburse, on presentation of the carrier's or customs receipt, the import VAT and duties you paid on the affected items. Your right to a replacement or refund for a defective product applies regardless of the 30-day window in section 2.

5. Missing, undelivered or refused orders

If your order is marked as delivered but you have not received it, or if it has not arrived within the timeframe in our Shipping Policy, contact wecare@zelthynutrition.ae. We will open an investigation with the carrier. If the shipment cannot be located we will resend the order or refund it in full.

If a shipment to another GCC country is held, refused or returned by the customs authority, or is returned because the import charges were not paid, the refund terms in section 4 of our Shipping Policy apply.

6. How refunds are issued

Once we receive and inspect a returned product, or once we accept a claim under section 4 or 5, we will:

Email you to confirm the outcome, within 3 business days of receiving the return.
Issue the refund to the original payment method used for the order, in the currency in which you paid. We do not issue refunds to a different card, account or person.
Complete the refund on our side within 5 business days of approval.

Your bank or card issuer may take a further 7 to 14 business days to show the funds. This part is outside our control. Any exchange rate difference between the date of purchase and the date of refund is borne by us, not by you: you receive back the amount you paid, in the currency you paid in.

We do not charge a restocking fee.

7. What is refunded

Full refunds (product value plus original delivery charge) apply where the product was defective, damaged, expired, incorrect, or where we cancelled the order.
Product-value refunds (excluding the original delivery charge) apply where you return an unopened product under section 2 simply because you changed your mind.
Where only part of an order is returned, any delivery charge is refunded proportionately only if the whole order qualifies under section 4.
Where a discount applied to the order, the refund reflects the amount you actually paid.
Import VAT, duties and clearance fees paid by you to a carrier or customs authority are reimbursed only in the cases set out in section 4.

8. Exchanges

We do not operate a direct exchange process. To obtain a different product, return the original under this policy and place a new order. For defective or incorrect items under section 4, we send a replacement rather than requiring a new order.

9. Subscriptions

We do not currently offer subscriptions or recurring orders. If we introduce them, the cancellation and refund terms will be set out here and shown to you before you subscribe.

10. Abuse of this policy

We may decline returns where we identify a pattern of returns inconsistent with normal consumer use, or where a product has been resold or tampered with. We will explain our reasons in writing and this does not affect your statutory rights.

11. Complaints

If you disagree with a decision we have made under this policy, email wecare@zelthynutrition.ae and ask for the matter to be escalated. We will give you a reference number so you can track it.

If you remain unsatisfied, you may contact the UAE Ministry of Economy and Tourism, Consumer Protection Department, on 800 1222 or through moet.gov.ae, or the consumer protection authority of your emirate — for example the Dubai Department of Economy and Tourism at consumerrights.gov.ae. If you live in another GCC country, you may also contact the consumer protection authority of your country.

12. Language

This policy is published in English and in Arabic. In the event of any inconsistency, the Arabic version prevails.

13. Contact

Returns are accepted only after approval. Please do not ship anything back before we have approved your return and given you a reference number.

U A U FOOD SUPPLEMENTS TRADING L.L.C
Returns address: RAMY Motors 29, 16B Street, Al Quoz Industrial Third, Dubai, United Arab Emirates
Email: wecare@zelthynutrition.ae
Telephone: +971 56 456 0365