Last Updated: March 2025
ImpressionZ®LLC-FZ
Meydan Grandstand, Meydan Road
6th Floor, Nad Al Sheba
Dubai, UAE
Email: [email protected]
At ImpressionZ®, your satisfaction is our highest priority. We strive to make returns straightforward and fair — please review the guidelines below to determine eligibility and next steps.
Return Refund Policy Scope
This policy applies only to physical goods purchased directly from ImpressionZ® (including UAE, GCC, EU, USA, and other regions). Items bought from third‑party retailers follow that seller’s return policy. Gift cards and items marked “Final Sale” are non‑returnable. No refunds are issued; approved returns receive store credit only.
Return Refund Policy Language & Interpretation
This Return Refund Policy is written in English; the English version prevails if translated.
Age Requirement
By placing an order, you confirm you are at least 18 years old.
Return Refund Policy Process
- Request a Return Authorization (RA) number via email.
- Await return instructions — including the designated return address, or arrange for pickup if you’re located in the UAE.
- Ship items within 14 days of receiving RA instructions. Pack items securely in original packaging and ship via a trackable carrier (or arrange for carrier pickup in the UAE). You must retain valid tracking information as proof of shipment. For details on how orders are processed and delivered, please review our Shipping Policy.
Conditions for Return
- Items must be unused (unless defective), in original packaging, and accompanied by proof of purchase (order number or receipt).
- You bear any diminished value resulting from handling beyond normal inspection.
- Store credit is non‑transferable, non‑cashable, and redeemable only at impressionzs.com; it does not expire.
- For customers in the European Union and United Kingdom, we offer a full refund upon return within 14 days of receipt, as required by law. Customers are responsible for arranging and paying for international return shipping to our facility in Dubai, UAE. A standard return shipping cost of 35 AED (or equivalent in local currency) is reimbursable under EU/UK law. Any additional costs — including express courier fees, international surcharges, customs duties, or taxes — are the responsibility of the customer and are non-refundable.
- Returns may be submitted by the original purchaser or gift recipient, with proof of purchase.
Defect Reporting
All claims for defective or damaged goods must be submitted within 7 days of receipt by emailing [email protected] with photos and a brief description.
Delivery Refusals & Missed Deliveries (UAE Only)
If delivery is refused or you are unavailable to accept your order in the UAE, you remain responsible for original shipping charges and any subsequent re-shipping fees. Store credit will be issued once the returned package is received by our warehouse; a flat AED 20 restocking fee applies.
UAE Return Refund Policy: Confirmed Defective or Damaged Items
For UAE customers, returns are accepted only for confirmed defective or damaged products. Upon confirmation, return instructions (including address) or arranged pickup (UAE only) will be provided. Store credit equal to the product’s purchase price and return shipping fees (if shipped by customer) will be issued upon receipt and inspection—no restocking fee applies.
EU Consumers: Right of Withdrawal & Dispute Resolution
EU consumers may withdraw from a purchase within 14 days of receiving their order. To exercise this right, notify [email protected] before the withdrawal period ends to request a Return Authorization (RA) number. Items must then be returned within 14 days at the customer’s expense to our facility in Dubai, UAE.
Upon receipt or valid proof of shipment, ImpressionZ® will issue a full refund of the product purchase price, in compliance with EU law. A standard return shipping cost of 35 AED (or equivalent in local currency) will also be reimbursed. Any additional costs — including express courier fees, international surcharges, customs duties, or taxes — are the responsibility of the customer and are non-refundable. No restocking fee applies. Additional shipping costs beyond our standard option are not reimbursable.
If a dispute arises, EU consumers agree to contact us first to seek an amicable solution. If no resolution is reached, either party may bring the dispute before the courts of Dubai, UAE. Nothing in this policy limits your statutory rights under EU law to bring proceedings in your home jurisdiction if mandatory consumer protections are so required.
Global Returns (Non‑EU, Non‑UAE): Defective or Damaged Items
For customers in the GCC (excluding UAE), USA, and other international regions, returns are accepted solely for confirmed defective or damaged products. Upon confirmation, return instructions will be provided. Customers must arrange and pay for international return shipping to our facility in Dubai, UAE. A standard return shipping cost of 35 AED (or equivalent in local currency) is reimbursable upon receipt and inspection. Any additional costs — including express courier fees, international surcharges, customs duties, or taxes — are the responsibility of the customer and are non-refundable. Store credit equal to the product’s purchase price (excluding extra shipping/customs costs) will be issued; no restocking fee applies.
Order Cancellations
Unshipped orders may be canceled free of charge within 24 hours of purchase by contacting [email protected]. Once shipped, orders follow the returns process above.
Customs, Duties & Taxes
Import duties, taxes, and return shipping costs are your responsibility and reimbursable only if expressly confirmed by ImpressionZ®.
Lost or Damaged Return Refund Policy
Store credit or full refund will not be issued until we receive the product at our facility.
Processing Timeframes
- RA request responses: within 2-5 business days
- Store credit or full refund issuance: within 14 days of receiving returned items
Non‑Returnable Items
- Gift cards
- Items marked “Final Sale”
- Opened cosmetics or personal care items for hygiene reasons- If requested to return will just be for Quality control purposes and to confirm any defect/damage. All opened cosmetics and skin care products returned to ImpressionZ® will be discarded and not restocked.
- All refunds and returns must also comply with our Website Terms & Conditions, which govern the overall use of our site.
Legal & Miscellaneous
Governing Law & Jurisdiction
This Policy is governed by the laws of the United Arab Emirates. Subject to mandatory consumer rights, disputes will be heard exclusively in the courts of Dubai, UAE — except where mandatory local consumer protections grant you alternative rights.
Statutory Rights
Nothing in this Policy limits or excludes any statutory consumer rights you may have under applicable law. Where local consumer protection laws provide greater rights or remedies than those set forth here, those rights will prevail.
Limitation of Liability
Our liability for any returned item is limited to the purchase price of that item. We disclaim all indirect or consequential damages to the fullest extent permitted by law.
Warranty Disclaimer
Except where prohibited by law, ImpressionZ® makes no express or implied warranties beyond this Policy.
Force Majeure
ImpressionZ® is not liable for delays or failure to perform due to events beyond our reasonable control (e.g., natural disasters, strikes, shipping disruptions).
Amendment & Severability
We reserve the right to amend this Policy at any time. If any provision is held invalid, the remainder remains in full force.
Shipping Risk
You bear the risk of loss until returned goods are delivered to our facility. Use a trackable carrier and retain proof of shipment.
Privacy
For details on how we handle your personal data during returns, please see our Privacy Policy.
We also encourage you to review our Cookie Policy to understand how data is collected and used during your visit.
Need Assistance?
Our Customer Care team is here Monday–Saturday, 9 AM–6 PM GST
📧 [email protected] |
Quick Summary of Our Return & Refund Policy
- UAE: Returns only for defective or damaged items. Store credit issued; ImpressionZ® covers return shipping if defect is confirmed.
- EU & UK: Full refund available within 14 days (legal right). Customers pay international shipping; 35 AED (or equivalent) reimbursed. Extra courier/customs costs are not covered.
- GCC (excl. UAE), USA & Other Regions: Returns only for defective or damaged items. Store credit issued; 35 AED (or equivalent) reimbursed for return shipping. Extra courier/customs costs are the customer’s responsibility.
- Non-Returnable: Gift cards, final sale items, and opened cosmetics.
Thank you for choosing ImpressionZ®. We appreciate your trust and remain committed to ensuring a seamless experience with every purchase.