ImpressionZ® Return & Refund Policy
Return & Refund Policy | ImpressionZ®
Effective Date: 1 July 2024
Last Updated: 22 April 2026
At ImpressionZ®, your satisfaction is important to us. This Return & Refund Policy explains how returns, exchanges, store credit, and refunds are handled for products purchased directly from our website. Please also review our Terms & Conditions, Privacy Policy, Cookie Policy, and Shipping Policy.
1. Scope of This Policy
This policy applies only to physical goods purchased directly from ImpressionZ® through our Shop. Items purchased from third-party retailers, marketplaces, resellers, or other external sellers are subject to that seller’s own return and refund policy.
Gift cards and items clearly marked as final sale are non-returnable and non-refundable except where required by applicable law.
2. General Return & Refund Approach
Approved returns are generally issued as store credit. However, where a refund is required under applicable consumer protection laws in your jurisdiction, or where ImpressionZ® determines that a refund is appropriate for a confirmed defective, damaged, or incorrect item, a refund may be issued in accordance with those laws or that specific case.
For defective, damaged, or incorrect items, ImpressionZ® may offer, as appropriate: a replacement, store credit, or a refund where required by law or approved by us after review.
3. Age Requirement
By placing an order, you confirm that you are at least 18 years old, or the age of legal majority in your jurisdiction, whichever is higher.
4. Return Authorization (RA) Process
To request a return, please contact us through our Contact Us page. Please include your order number in all communications to avoid delays.
If your request is eligible, we will issue a Return Authorization (RA) number and provide return instructions, including the designated return address. For customers located in the UAE, pickup may be arranged where applicable.
Items must be shipped within 14 days of receiving RA instructions unless a shorter or longer period is required by applicable law.
5. Conditions for Return
To be eligible for return consideration, items must:
- be accompanied by proof of purchase, such as an order number or receipt;
- be returned in their original packaging where reasonably possible;
- be unused and unopened unless the item is defective, damaged, or incorrect; and
- be shipped using a trackable carrier where the customer is arranging return shipment.
All returns are subject to inspection and approval before store credit, exchange, or refund is issued.
Returns that do not meet these conditions may be rejected or returned to the customer at the customer’s expense.
You bear any diminished value resulting from handling beyond what is reasonably necessary to inspect the item, except where local law provides otherwise.
6. Store Credit
Where store credit is issued, it is non-transferable, non-cashable, and redeemable only at impressionzs.com. Unless otherwise stated by applicable law, store credit does not expire.
7. Exchanges
We only offer exchanges for items that are unused, unopened, and in original condition, subject to inspection and approval.
We do not offer exchanges for opened or used products unless required by applicable law or unless the product is confirmed to be defective, damaged, or incorrect.
8. Defective, Damaged, or Incorrect Items
If your order arrives defective, damaged, or incorrect, please contact us within 7 days of receipt and provide your order number, photos, and a brief description of the issue.
This 7-day reporting window is intended to help us assess issues promptly and does not limit any mandatory statutory rights you may have under applicable law.
If the issue is confirmed, ImpressionZ® may provide return instructions, arrange pickup in the UAE where applicable, and offer an appropriate remedy, which may include replacement, store credit, or refund where legally required or otherwise approved.
9. UAE Returns
For customers in the UAE, returns are accepted for confirmed defective, damaged, or incorrect items, unless otherwise required by law. Returns for unused and unopened items may be considered on a case-by-case basis, subject to approval.
If a defect or damage is confirmed, return instructions will be provided or pickup may be arranged in the UAE where applicable. Store credit equal to the product purchase price and eligible return shipping costs, if approved, may be issued after receipt and inspection. No restocking fee applies to confirmed defective or damaged UAE returns.
10. 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 the original shipping charges and any subsequent redelivery or reshipping fees.
If the package is returned to our warehouse, store credit may be issued once the returned package is received and inspected. A flat AED 20 restocking fee may apply in these UAE-only situations.
11. EU & UK Consumers: Right of Withdrawal
If you are located in the European Union or United Kingdom, you may have the right to withdraw from your purchase within 14 days of receiving your order, subject to applicable legal exceptions.
To exercise this right, you must notify us before the withdrawal period ends and request an RA number. Items must then be returned within 14 days of your withdrawal notice, unless applicable law provides otherwise.
For eligible EU and UK withdrawal returns:
- a full refund of the product purchase price will be issued in accordance with applicable law;
- refunds will be made to the original payment method where required by law;
- standard outbound delivery charges may be refunded where required by law;
- additional charges for premium or express delivery options are not reimbursable beyond the standard delivery method; and
- no restocking fee applies.
Customers are responsible for arranging return shipping to our facility in Dubai, UAE, unless applicable law requires otherwise.
A standard return shipping cost of AED 35 (or equivalent in local currency) may be reimbursed where required or where expressly approved by ImpressionZ®. Any additional costs, including express courier fees, international surcharges, customs duties, or taxes, remain the customer’s responsibility and are non-refundable unless required by law.
Refunds for valid EU/UK withdrawal returns will be processed within 14 days of receiving the returned goods or receiving sufficient proof of return shipment, whichever occurs first, as permitted by applicable law.
12. Global Returns (Non-EU, Non-UK, Non-UAE)
For customers in the GCC (excluding UAE), USA, and other international regions, returns are accepted for confirmed defective, damaged, or incorrect items.
Returns for unused and unopened items may also be considered on a case-by-case basis, subject to approval.
Upon confirmation, return instructions will be provided. Customers must arrange and pay for international return shipping to our facility in Dubai, UAE unless otherwise required by law or expressly approved by ImpressionZ®.
For eligible approved returns in these regions, store credit equal to the product purchase price may be issued after receipt and inspection. A standard return shipping cost of AED 35 (or equivalent in local currency) may be reimbursed where approved. Additional costs, including express courier fees, international surcharges, customs duties, or taxes, are the customer’s responsibility and are non-refundable unless required by law.
No restocking fee applies to approved returns unless explicitly stated otherwise.
13. Order Cancellations
Unshipped orders may be canceled free of charge within 24 hours of purchase by using our Contact Us page.
Once an order has shipped, it is subject to this Return & Refund Policy and any mandatory rights that apply in your jurisdiction.
14. Customs, Duties & Taxes
Import duties, taxes, customs charges, and return shipping costs are your responsibility unless reimbursement is expressly confirmed by ImpressionZ® or required by applicable law.
15. Lost or Damaged Returns in Transit
Store credit, exchange, or refund will not be issued until the returned product is received at our facility and approved after inspection.
You bear the risk of loss until returned goods are delivered to our facility, except where applicable law provides otherwise. We are not responsible for returns lost in transit without valid tracking or adequate proof of shipment.
16. Processing Timeframes
- RA request responses: typically within 2–5 business days
- Inspection and approval after receipt: typically within 5–7 business days
- Store credit issuance: typically within 7–14 business days after approval
- Refund issuance where applicable: within 14 days, subject to receipt of goods or proof of shipment and applicable law
17. Non-Returnable Items
- Gift cards
- Items marked as Final Sale
- Opened cosmetics or personal care items for hygiene reasons, except where the item is confirmed defective, damaged, incorrect, or where applicable law provides otherwise
If opened cosmetics or skincare products are requested to be returned for quality-control purposes or defect verification, any returned opened products will be discarded and will not be restocked.
18. Abuse, Fraud, and Excessive Returns
We reserve the right to refuse returns, decline refunds or exchanges, limit service, or cancel transactions where we reasonably suspect abuse, fraud, policy manipulation, excessive return activity, or misuse of our services.
19. 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.
20. 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 out here, those rights will prevail.
21. Limitation of Liability
Our liability for any returned item is limited to the purchase price of that item to the fullest extent permitted by law. We disclaim indirect, incidental, special, and consequential damages to the fullest extent permitted by law.
22. Warranty Disclaimer
Except where prohibited by law, ImpressionZ® makes no express or implied warranties beyond those set out in this Policy and any non-excludable statutory rights.
23. Force Majeure
ImpressionZ® is not liable for delays or failure to perform due to events beyond our reasonable control, including but not limited to natural disasters, strikes, supply disruptions, customs delays, carrier interruptions, utility failures, or other force majeure events.
24. Amendment & Severability
We reserve the right to amend this Policy at any time. If any provision is held invalid or unenforceable, the remaining provisions remain in full force and effect.
25. 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.
We use secure third-party payment providers to process transactions. These providers may handle your payment data in accordance with their own privacy policies:
26. Need Assistance?
Our Customer Care team is here Monday–Saturday, 9 AM–6 PM GST.
Contact us through our Contact Us page.
You may also find answers on our FAQ page or learn more about us on our About Us page.
27. Quick Summary of Our Return & Refund Policy
- UAE: Returns are generally accepted only for confirmed defective, damaged, or incorrect items. Approved remedies may include store credit, replacement, or another remedy where appropriate.
- EU & UK: Eligible customers may have a 14-day legal withdrawal right and may receive a refund in accordance with applicable law.
- GCC (excluding UAE), USA & Other Regions: Returns are generally accepted only for confirmed defective, damaged, or incorrect items unless local law provides additional rights.
- Exchanges: We only offer exchanges for unused, unopened items in original condition, subject to approval.
- Non-Returnable: Gift cards, final sale items, and opened cosmetics or personal care items for hygiene reasons, subject to applicable law.
Thank you for choosing ImpressionZ®. We appreciate your trust and remain committed to providing a seamless customer experience with every purchase.
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