Refund policy

At Zigzag Beauty and Skincare, we want you to shop with confidence. This Return & Refund Policy explains when and how you can return products and receive store credit.

Effective date: 02/20/2026

1. Overview

Our goal is to handle every return request fairly while respecting product safety and hygiene standards, especially for beauty, skincare, and personal care items.

2. Eligibility for Returns

Returns are evaluated case by case according to this policy.

• Returns are accepted only for eligible items purchased directly from Zigzag Beauty and Skincare.
• Items must meet all conditions listed in the Return Conditions section below.
• Customized items, perishable goods, and gift cards cannot be returned.
• Opened skincare, cosmetics, intimate items, health products, or discounted items are not eligible for return.
  

3. Return Window

You must request a return within 24 hours after receiving your order. 

4. Return Method & Type of Resolution

For approved returns, Zigzag Beauty and Skincare issues store credit only.

• Refunds are provided in the form of store credit that you can use on future purchases from Zigzag Beauty and Skincare.
• Cash, bank transfer, or card refunds are not offered under this policy unless there is a clear mistake from Zigzag Beauty and Skincare side, and this excludes the delivery company.

5. Return Conditions

To qualify for a return, items should generally be in suitable condition for inspection and potential resale, subject to product safety and hygiene standards.

• Items should be returned with all components received (for example, accessories, inserts, or promotional items) in their original packaging.
• Items must not show signs of misuse, intentional damage, or wear caused after delivery, and should be in the same condition as their original condition
• A restocking fee of 5 USD applies to returns.

6. Non-Returnable Items

For safety, hygiene, and practicality, some products cannot be returned.

• Customized items
• Perishable goods
• Gift cards
• Items ordered and discounted using loyalty points
• Vitamins and Supplements due to their sensitivity
• Pre-ordered items especially for the customer
• Orders with bulk number of items (more than 3 of the same product)

Due to hygiene and safety standards, additional restrictions may apply to opened or used beauty, skincare, and personal care products.

7. How to Initiate a Return

Submit your request within the return window.
Contact us within the allowed period with your order details:

• Email: sales@zigzagcare.com 
• Phone/WhatsApp: 81867594

2. Wait for eligibility confirmation. Our team will review your request, confirm whether the product is eligible for return, and share any additional instructions.

3. Receive return instructions. If your return is approved, we will provide the return details, including where to send your package:

4. Return address: Ground Floor- Rifai Building- Facing Houssam Hariri High School- Street no.209- Bqosta- Saida

5. Ship the item back.
Send the product using a reliable, trackable shipping method and keep your shipping receipt until your return is fully processed.

8. Return Shipping & Fees

• For both domestic and international orders, the customer pays the cost of return shipping.
• Any original shipping fees paid on your order are non-refundable, unless otherwise required by applicable law or due to a clear mistake in the order
• A 5 USD restocking fee will be deducted from the store credit for each approved return, according to the rules defined in this policy.
• We can arrange pickups for the returns only in these two conditions:
  • 1- The customer agrees to pay the fees for the pickup.
  • 2- There was a clear mistake from our side, in this case we will pay the pickup fees.

9. Exchange Policy

This policy supports returns and may also allow exchanges, depending on product availability and internal guidelines.

• Exchanges are allowed for the same item in a different shade, color, or variant, given the customer will pay the delivery fees and 5$ restocking fees
• Exchanges are allowed for preference changes taking into consideration the above
• If an exchange cannot be completed (for example, if the requested item is out of stock), the return will be processed under this policy and store credit will be issued instead of a replacement.

10. Refund & Store Credit Processing Time

Once we receive and inspect your returned item, we will notify you by email, SMS, or another contact method on file about the approval or rejection of your return.

• If approved, a store credit will be issued to your account or provided as a voucher code for use on future purchases.
• The store credit can take up to 1 week to be issued
• A voucher will be created and sent to the customer by e-mail or whatsapp

11. Damaged, Incorrect, or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of receiving the order so we can assist you promptly.

12. Special Notes & Other Terms

• This Return & Refund Policy applies to purchases made through Zigzag Beauty and Skincare’s official sales channels.
• Some promotional, discounted, or clearance items may have different or more restrictive return conditions
• By placing an order with Zigzag Beauty and Skincare, you agree to this Return & Refund Policy and to our general Terms and Conditions. 

If you have any questions about this policy or need help with a specific order, please contact our support team before sending any items back so we can guide you through the process.