Refund & Return Policy

Effective Date: May 2025  |  Last Updated: May 2025  |  Version: 2.0

Applicable Jurisdictions: United Arab Emirates (UAE)  |  Islamic Republic of Pakistan  |  Qatar  |  Kingdom of Saudi Arabia  |  GCC Countries

1. Definitions

For the purposes of this Policy, the following terms shall have the meanings set out below:

• "Platform" means the Tazeet website (https://tazeet.com), mobile applications, and all associated digital channels.
• "Buyer" means any registered user who completes a purchase transaction on the Platform.
• "Seller" means any independent third-party merchant registered and approved to sell products on the Platform.
• "Order" means a confirmed purchase transaction between a Buyer and a Seller facilitated through the Platform.
• "Return" means the physical sending back of a product by the Buyer to the Seller following an approved return request.
• "Refund" means the reimbursement of the original purchase price to the Buyer via the original payment method or Tazeet Wallet credit.
• "Exchange" means the replacement of a returned item with an identical or agreed alternative item.
• "Return Window" means the maximum number of calendar days from the confirmed delivery date within which a return request must be submitted.
• "Defective Item" means any product that is non-functional, damaged, incomplete, or materially fails to operate as described at the time of delivery.
• "Significantly Not As Described (SNAD)" means any product that materially differs from its listing description, photographs, specifications, or advertised attributes.
• "Business Day" means any day excluding Friday, Saturday, and public holidays in the UAE, Pakistan, and Qatar as applicable.

2. Scope & Applicability

This Policy applies to all purchases made through the Tazeet Platform by Buyers located in or shipping to the UAE, Pakistan, Qatar, and GCC countries. It applies to all product categories unless a specific category exemption is explicitly stated in Section 5 of this Policy.

This Policy does not apply to:

• Transactions conducted outside of the Tazeet Platform, including direct payments made to sellers outside of Tazeet's checkout system.
• Services, subscriptions, or digital products unless specifically noted.
• Products purchased through Tazeet Business or enterprise procurement channels, which are governed by separate agreements.

3. General Return Eligibility

A Buyer is entitled to submit a return request under any of the following qualifying grounds:

1. Wrong Item Delivered: The item received is materially different in model, size, colour, variant, or type from the item ordered.
2. Defective or Damaged Item: The item arrived in a non-functional, broken, or physically damaged condition not caused by the Buyer or courier mishandling after delivery confirmation.
3. Significantly Not As Described (SNAD): The item materially misrepresents the seller's listing description, specifications, or product images.
4. Counterfeit or Inauthentic Item: The item is demonstrably fake, a replica, or an unauthorised copy of a branded product.
5. Incomplete Order: The item delivered is missing parts, accessories, or components that were explicitly listed or reasonably expected to be included.
6. Non-Delivery: The item was not received despite a confirmed delivery status in the tracking system, subject to a reasonable investigation period.
7. Expired or Unsafe Product: The item received is past its expiry date, tampered with, or presents a genuine safety concern at the time of delivery.

Returns initiated for reasons outside of the above grounds (including buyer's remorse or change of mind) are subject to individual seller discretion and are not guaranteed under this Policy.

4. Return Windows by Product Category

All return requests must be submitted within the applicable Return Window beginning from the confirmed delivery date. Return Windows are as follows:

All Return Windows are calculated from the confirmed delivery date as recorded in the Tazeet order management system. The burden of proof lies with the Buyer to demonstrate eligibility within the Return Window.

5. Non-Returnable Items — Absolute Exclusions

The following items are strictly non-returnable and non-refundable under any circumstances, regardless of the reason stated, unless a specific exception is noted:

• Perishable food items, fresh produce, and beverages.
• Prescription medications, controlled substances, and medical consumables.
• Personal hygiene products including but not limited to toothbrushes, razors, and intimate care items.
• Underwear, swimwear, and hosiery for hygiene reasons.
• Downloadable or digitally activated software, license keys, and gift vouchers once activated or redeemed.
• Items explicitly marked as "Final Sale," "Clearance," or "Non-Returnable" in the product listing.
• Hazardous materials, flammable goods, and items requiring special regulatory handling.
• Any item that has been used, altered, modified, repaired, or damaged after delivery.
• Items returned without their original manufacturer's packaging, serial number labels, warranty cards, or included accessories.
• Items with removed, altered, defaced, or missing IMEI numbers, serial numbers, or security seals.

6. Condition Requirements for Returns

To be eligible for a return, all items must meet the following condition standards at the time of return shipment:

1. The item must be in its original condition as received, with no additional damage, use, or modification caused by the Buyer.
2. All original manufacturer's packaging, boxes, bags, labels, and tags must be intact and included.
3. All accessories, cables, manuals, warranty cards, and included components must be returned alongside the item.
4. The item must not have been used, worn, washed, assembled, or installed, unless the return reason is a defect identified upon first use.
5. The item must be securely packaged to prevent damage during return transit. Tazeet and sellers bear no liability for items damaged during return shipping due to inadequate packaging by the Buyer.

7. How to Submit a Return Request

All return requests must be submitted exclusively through the official Tazeet Platform. Requests submitted directly to sellers outside the Platform are not covered under this Policy or Tazeet's Buyer Protection Program.

1. Log in to your Tazeet account and navigate to My Orders.
2. Select the relevant order and click "Request Return / Exchange".
3. Select the return reason from the dropdown menu and provide a written description of the issue.
4. Upload clear photographic or video evidence of the item, packaging, and the defect or discrepancy (minimum 3 photographs required).
5. Select your preferred resolution: Refund, Exchange, or Seller Decision.
6. Submit the request. You will receive an automated confirmation email with your Return Request ID.
7. Await approval from the Seller within 2 business days. If the Seller does not respond within 2 business days, Tazeet will intervene automatically.
8. Once approved, you will receive return shipping instructions. Ship the item within 5 calendar days of approval or the return request will lapse.

8. Return Shipping — Costs & Responsibility

Return shipping costs are assessed on a case-by-case basis depending on the reason for return, the party at fault, and the applicable market. The following framework governs return shipping responsibility:

Where Tazeet determines the return shipping cost is the responsibility of the Seller, the cost will be deducted from the Seller's pending payout. Where it is the Buyer's responsibility, the Buyer must arrange and pay for return shipping using a trackable courier service. Tazeet is not liable for items lost or damaged during return transit when shipping is arranged by the Buyer.

9. Exchange Policy

Tazeet offers a product exchange option as an alternative to a monetary refund, subject to the following terms:

1. Exchanges are available for eligible product categories as indicated in Section 4 of this Policy.
2. Exchanges are subject to product availability. If the requested exchange item is out of stock, a full refund will be issued instead.
3. Exchanges are permitted for the same product in a different size, colour, or variant, or for an agreed alternative product of equal or lesser value. Where the exchange item is of greater value, the Buyer must pay the price difference.
4. Each order is eligible for a maximum of one (1) exchange. Subsequent issues with an exchanged item must be resolved through a separate return or warranty claim.
5. The exchange item will be dispatched by the Seller upon receipt and inspection of the returned original item, or upon Tazeet's confirmation of the return in transit, at Tazeet's discretion.
6. Exchanges are not available for items in Non-Returnable categories listed in Section 5.
7. Exchange requests must be selected at the time of submitting the Return Request and cannot be changed to a refund after the exchange has been dispatched.

10. Refund Processing

Upon approval of a return and receipt and inspection of the returned item by the Seller, refunds will be processed as follows:

Refund amounts will reflect the original purchase price of the item. Original shipping fees paid by the Buyer are non-refundable unless the return is due to Seller error, Tazeet error, a defective item, or a wrong item delivered. VAT charged on the original transaction will be refunded in full where applicable.

11. Partial Refunds

Tazeet or the Seller may issue a partial refund in the following circumstances:

• The returned item is received in a condition different from what was originally delivered, showing signs of use, damage, or missing parts caused by the Buyer.
• Only part of an order is returned while the remainder is retained by the Buyer.
• A bundle or multi-item order is partially returned.
• The item is returned beyond the Return Window but within an extended goodwill period at Tazeet's sole discretion.
• A negotiated settlement is reached between the Buyer and Seller during Tazeet's dispute mediation process.

12. Market-Specific Provisions

12.1 United Arab Emirates (UAE)

In the UAE, consumer rights are governed by Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. Nothing in this Policy is intended to limit or exclude any rights granted to consumers under applicable UAE law. In the event of any conflict between this Policy and UAE consumer protection law, UAE law shall prevail. VAT refunds will be processed in accordance with Federal Tax Authority guidelines.

12.2 Pakistan

In Pakistan, consumer rights are protected under the Consumer Protection Acts applicable in each province (Punjab, Sindh, KPK, Balochistan). Cash on Delivery (COD) refunds are subject to a bank transfer or mobile wallet process and may take up to 10 business days. Pakistan-specific payment methods including JazzCash and EasyPaisa are supported for refunds. Buyers in Pakistan are encouraged to document all received items via video upon unboxing to support return claims.

12.3 Qatar & GCC Countries

In Qatar, consumer protections are governed by Law No. 8 of 2008 on Consumer Protection. GCC buyers are subject to the return timelines and conditions stated in this Policy. International shipping and customs duties paid by GCC buyers are non-refundable unless the return is due to Tazeet or Seller error. Return shipping from GCC countries outside the UAE must be arranged by the Buyer using a trackable courier, with costs subject to the framework in Section 8.

13. Seller Obligations in Returns

All Sellers registered on the Tazeet Platform are contractually required to:

1. Respond to all return requests within 2 business days of notification.
2. Accept all valid return requests that meet the eligibility criteria in this Policy.
3. Inspect returned items within 2 business days of receipt and confirm acceptance or rejection in writing through the Tazeet Seller Dashboard.
4. Process approved refunds within 3 business days of confirming receipt of the returned item.
5. Not reject a valid return claim on grounds that are not supported by this Policy.
6. Bear return shipping costs in all cases where the return is due to Seller fault as defined in Section 8.

Sellers who repeatedly reject valid return claims, fail to respond within stipulated timelines, or attempt to circumvent this Policy are subject to seller penalties including account suspension, payout withholding, and permanent removal from the Platform.

14. Tazeet's Role in Returns & Disputes

Where a return request is not resolved between the Buyer and Seller within the timelines specified in this Policy, Tazeet will intervene as follows:

• Tazeet's Trust & Safety team will review all submitted evidence from both parties.
• Tazeet may, at its sole discretion, approve a full or partial refund directly from Seller funds held on the Platform.
• Tazeet's decision in mediated cases is final and binding on both the Buyer and Seller.
• In cases involving counterfeit goods or serious seller misconduct, Tazeet may issue an immediate refund and separately pursue recovery from the Seller.
• Tazeet reserves the right to permanently ban any Seller found to have delivered counterfeit, fraudulent, or grossly misrepresented products.

15. Refund & Return Abuse Prevention

The following activities constitute return/refund abuse and are strictly prohibited:

• Submitting false or fabricated return reasons or evidence.
• Returning a different, used, or damaged item in place of the original purchased item ("switch fraud").
• Deliberately damaging an item after delivery to claim a defect-based return.
• Filing multiple fraudulent return requests across the same or different accounts.
• Exploiting return policies to obtain products without genuine intention to keep them.
• Colluding with a Seller to generate fraudulent return transactions.

Buyers found to have engaged in return or refund abuse will have their accounts permanently suspended, all pending refunds cancelled, and may be reported to relevant law enforcement authorities and financial institutions. Tazeet reserves the right to pursue civil and criminal legal remedies against proven cases of return fraud.

16. Chargeback Policy

Initiating a chargeback with your bank, card issuer, or payment provider without first exhausting Tazeet's official return and dispute resolution process constitutes a violation of Tazeet's Terms & Conditions and this Policy. In the event of an unauthorised chargeback:

• Tazeet reserves the right to immediately suspend the Buyer's account pending investigation.
• Tazeet will contest the chargeback with the payment provider using all available transaction records, delivery confirmations, and platform logs.
• If the chargeback is found to be fraudulent or unjustified, Tazeet reserves the right to recover the full transaction amount plus any associated chargeback fees from the Buyer.
• Repeated chargeback abuse may result in permanent platform ban and referral to relevant financial crime authorities.

17. Digital Evidence & Audit Trail

All transactions, order communications, delivery confirmations, return requests, and dispute records on the Tazeet Platform are digitally logged and retained as part of Tazeet's audit trail. This data:

• Is admissible as evidence in any return dispute, mediation, or legal proceeding.
• Will be retained for a minimum period of 7 years in compliance with UAE financial record-keeping requirements and applicable Pakistani and GCC regulations.
• May be disclosed to law enforcement, regulatory authorities, or payment networks upon lawful request.
• Serves as the primary basis for Tazeet's decision in any mediated return dispute.

By using the Platform, all Buyers and Sellers unconditionally consent to the creation, retention, and use of this digital audit trail.

18. Limitation of Liability

To the maximum extent permitted by applicable law:

• Tazeet's total liability in connection with any return, exchange, or refund transaction shall not exceed the original purchase price paid by the Buyer for the item in dispute.
• Tazeet shall not be liable for any indirect, consequential, incidental, or punitive losses arising from a return or refund transaction, including but not limited to loss of profit, loss of data, or reputational harm.
• Tazeet shall not be liable for delays in refund processing caused by third-party payment providers, banks, or financial institutions.
• Tazeet shall not be liable for items lost or damaged during return transit where return shipping was arranged by the Buyer.
• Tazeet's obligations under this Policy are solely those of a marketplace facilitator and do not constitute the obligations of a direct seller unless Tazeet is explicitly identified as the seller of the relevant product.

19. Indemnification

Buyers and Sellers agree to indemnify, defend, and hold harmless Tazeet, its affiliates, directors, officers, employees, and agents from and against any claims, liabilities, losses, damages, penalties, fines, and legal expenses (including reasonable attorneys' fees) arising from: (a) any fraudulent, abusive, or bad-faith return or refund claim; (b) any breach of this Policy; (c) any misrepresentation made in connection with a return request; or (d) any third-party claims arising from a Seller's product defects or non-compliance.

20. Force Majeure

Tazeet shall not be liable for any delay or failure to process a return, exchange, or refund caused by circumstances beyond its reasonable control, including but not limited to acts of God, government-imposed restrictions, customs delays, pandemics, natural disasters, cyberattacks, banking system failures, or courier network disruptions. In such cases, Tazeet will use commercially reasonable efforts to process all pending returns and refunds as soon as practicable.

21. Policy Modifications

Tazeet reserves the right to amend, update, or replace this Refund & Return Policy at any time without prior notice. Changes will be published on the Platform with an updated effective date. The version of this Policy in effect at the time a return request is submitted shall govern that specific request. Continued use of the Platform following any modification constitutes your acceptance of the revised Policy. It is your responsibility to review this Policy periodically.

22. Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising from or in connection with this Policy that cannot be resolved through Tazeet's internal dispute resolution process shall be submitted to the exclusive jurisdiction of the competent courts of the UAE, without prejudice to Tazeet's right to seek injunctive or other equitable relief in any jurisdiction. For Pakistani users, Pakistani consumer protection law applies concurrently. For Qatari and GCC users, local consumer protection laws apply as required by applicable regulation.

23. Electronic Acceptance

By completing a purchase on the Tazeet Platform, you confirm that you have read, understood, and unconditionally agreed to be bound by this Refund & Return Policy in its entirety. This electronic acceptance is legally binding and constitutes a valid and enforceable agreement under the laws of the UAE (Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services), Pakistan (Electronic Transactions Ordinance 2002), and applicable GCC electronic commerce regulations.

24. Contact Us

For all return and refund related queries, please contact us through the following official channels only:

• Returns Portal: Log in to your Tazeet account → My Orders → Request Return
• Returns Email: returns@tazeet.com
• Customer Support: support@tazeet.com
• Legal & Escalations: legal@tazeet.com
• Registered Address: [Company Address, UAE]
• Pakistan Office: [Company Address, Pakistan]
• Response Time: Within 2 business days for all return queries.

This Refund & Return Policy was last reviewed and approved by Tazeet's legal team in May 2025. Policy Version 2.0.