Refund policy
Returns & Refunds Policy
At ZenDXB, every product we provide is selected and handled with the highest standards of care, quality, and patient safety in mind. For this reason, our approach to returns and refunds differs from traditional retail.
Returns
Due to the specialised and often medical nature of our products, returns are not routinely accepted.
If you have any concerns regarding your order, please contact us at help@zendxb.com and our team will be happy to assist you. Returns sent without prior approval cannot be accepted.
Approved returns should be sent to:
Zen Medical Clinic DMCC
Red Diamond Building, JLT
Unit F109, Dubai, UAE
Damages & Order Issues
We kindly ask that you inspect your order upon delivery. Should your item arrive damaged, defective, or incorrect, please contact us promptly at help@zendxb.com so we may review the matter and ensure it is resolved appropriately.
Items Not Eligible for Return or Refund
Certain items are not eligible for return or refund, including:
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Peptide products
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Compounded, prescription, or temperature-sensitive products
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Personal care or beauty products
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Custom or special-order items
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Perishable goods
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Hazardous materials, flammable liquids, or gases
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Sale items and gift cards
Peptide Products
Peptide compounds require strict temperature control and careful handling to ensure their integrity and effectiveness. Once a peptide product has been shipped or dispensed, we are unable to verify storage conditions or handling.
For this reason, and in the interest of patient safety, peptide products are not eligible for return, exchange, or refund once dispatched, even if unopened.
In the unlikely event of a verified dispensing, fulfillment, or manufacturing error, our team will of course review the situation and take appropriate action.
Exchanges
Where applicable, exchanges may be considered for eligible items following approval.
Please note that peptide products are not eligible for exchange once shipped.
Refunds
If a return is approved, refunds will be issued to the original payment method within 10 business days following inspection and approval. Processing times may vary depending on your payment provider.
If you have any questions regarding an approved refund, please contact us at help@zendxb.com