At Hezire, we want every customer to feel confident when shopping with us. We operate www.hezire.com and offer a wide range of consumer electronics and mobile accessories.

We understand that there may be situations where a product arrives damaged, has a manufacturing defect, or does not include all the expected items. This Return & Refund Policy explains how you can request a return, refund, replacement, or store voucher for products purchased through our website.

Please note that this policy applies only to orders delivered within the United Arab Emirates. We are currently unable to accept returns for products shipped outside the UAE.

Return Period

You may request a return within 7 calendar days from the date you receive your order.

Before submitting a return request, please make sure that the product meets the eligibility conditions mentioned below.

When Is a Product Eligible for Return?

A return may be requested in the following situations:

• The product was physically damaged when delivered.
• One or more items or accessories were missing from the package.
• The product has a manufacturing defect.
• You received an incorrect product.
  

The returned product must be in the same condition in which it was received. It should be returned with its original packaging, accessories, manuals, warranty cards, and any other items included in the package.

You will also need to provide a valid receipt, order confirmation, or other proof of purchase.

Please avoid using, damaging, modifying, or removing labels from the product while your return request is being reviewed.

Returns for Other Reasons

A change of mind or personal preference does not automatically qualify for a refund.

However, you may contact our customer support team within the 7-day return period. We will review the condition of the product and confirm whether it is eligible for return.

When a return is approved for a reason other than physical damage, missing items, an incorrect product, or a manufacturing defect, Hezire may issue a voucher instead of a cash refund. The voucher can be used to purchase another eligible product from our online store.

Product Inspection

Once we receive the returned product, our team will inspect it to confirm its condition and verify the reason for return.

After the inspection is completed, we will notify you whether the return has been approved or rejected.

A return or refund may be rejected when:

• The return request was submitted after the 7-day return period.
• The product has been damaged due to misuse, mishandling, accidental damage, or improper installation.
• The original packaging, accessories, or included items are missing.
• The product shows signs of excessive use or unauthorised repair.
• Valid proof of purchase cannot be provided.

• The product does not match the item originally supplied by Hezire.

   

Refund Eligibility

A full refund may be provided when the product is confirmed to have:

• Physical damage at the time of delivery
• Missing items or accessories
• A manufacturing defect
• An incorrect product supplied by Hezire

For approved cases involving physical damage, missing items, manufacturing defects, or an incorrect product, the eligible product value and applicable shipping charges will be refunded.

For returns that do not meet the above refund conditions, our team will review the request separately. When approved, a store voucher may be issued instead of a refund to the original payment method.

Refund Processing Time

Approved refunds will be processed through the original payment method used for the order.

Once the refund has been initiated, it may take approximately 10 to 20 working days for the amount to appear in your account. The exact processing time depends on your bank, payment provider, or card issuer.

Hezire does not control any additional processing time required by your bank after the refund has been initiated.

Order Cancellation

Changed your mind before your order was processed or shipped? Please contact us as soon as possible.

When the cancellation request is received before order processing or dispatch, we will assist you in cancelling the order. Any eligible payment and applicable shipping charges will be refunded through the original payment method.

Orders that have already been processed or shipped cannot always be cancelled. In such cases, the request will be handled according to the return eligibility conditions mentioned in this policy.

Refund Not Received

If you have not received your refund after the stated processing period, please check your bank account and contact your bank or card issuer first.

Banks may require additional time to complete and display a refund.

If your bank confirms that no refund is pending, please contact our customer support team with your order number and payment details so that we can investigate the matter.

Contact Us

For questions, return requests, refund updates, or order cancellation assistance, please contact us in writing:

Email: info@hezire.com
Website: www.hezire.com
Support: Use the Contact Us option available on our website.

Please include your order number, registered contact details, reason for the request, and clear photographs or videos of the product where applicable. Providing complete information will help our team review your request more efficiently.