Shipping & Return Policy

Shipping and Delivery

Free Standard Delivery

Free UAE delivery is available on standard-size orders of AED 500 or more.

Orders Below AED 500

A flat delivery charge of AED 50 applies to standard-size orders below AED 500.

Bulky and Heavy Products

Delivery charges for bulky or heavy products depend on the product size, weight and delivery location. Our team will confirm the applicable charges through WhatsApp before dispatch.

Bulky products may include:

• Bathtubs and Jacuzzis
• Bathroom vanity sets
• Toilets
• Kitchen sinks
• Water heaters
• Shower glass and partitions
• Other oversized or heavy products

Delivery Time

The estimated delivery time will be confirmed after the order is placed. Delivery times may vary depending on product availability, delivery location and product size.

Please ensure that your phone number and delivery address are correct. Any special access requirements, including stairs, elevators, loading restrictions or installation-site conditions, should be shared before dispatch.

Returns and Exchanges

Customers may request a return or exchange within 5 calendar days of receiving the order, subject to the conditions below.

Return Conditions

The product must be:

• Unused and uninstalled
• In its original condition
• In the original packaging with all accessories, manuals and parts
• Accompanied by the order number or proof of purchase

Products that have been installed, used, damaged after delivery or returned with missing parts may not be accepted.

Damaged, Defective, or Incorrect Products

Please inspect your order at the time of delivery. If the product arrives damaged, defective or different from what was ordered, contact us as soon as possible and share clear photos or videos showing:

• The product
• The packaging
• The model number
• The damaged or incorrect area

After verification, we will arrange the appropriate replacement, exchange or refund.

Non-Returnable Products

Returns may not be accepted for:

• Installed or used products
• Custom-made or special-order products
• Products damaged due to incorrect handling or installation
• Products without original packaging or with missing accessories
• Clearance items marked as non-returnable

This does not affect customer rights relating to defective or incorrectly supplied products under applicable UAE law.

Return Delivery Charges

If the return is due to a customer change of mind, the customer may be responsible for return transportation charges.

If ZooniSouq supplied an incorrect, damaged or defective product, the return or replacement delivery will be arranged after verification.

Return charges for bulky or heavy products will be confirmed separately based on the product size and collection location.

Refunds

Once the returned product has been received and inspected, we will notify the customer about the approval status.

Approved refunds will be processed using the original payment method where possible. The time required for the amount to appear may depend on the bank or payment provider.

Original delivery charges may not be refundable for change-of-mind returns.

Order Cancellation

Please contact us immediately if you wish to cancel an order. Orders that have already been dispatched may be subject to delivery or return charges.