Refund policy

Returns, Replacements & Refunds Policy

At Izabell Official, we want you to feel confident when shopping with us. While we strive to deliver every product in perfect condition, sometimes issues may arise. This policy explains when and how returns, replacements, and refunds can be processed.

By purchasing from our website, you agree to the terms outlined below.

1. Eligibility & Timeframe

  • Claims must be submitted within 14 days of delivery.

  • Items must be returned in their original packaging with all accessories included.

  • For all claims (incorrect, defective, or damaged items), you must provide clear photos or video evidence (e.g., unboxing video).

2. Customs & Transit Delays (Important)

  • Shipping delays due to customs clearance, courier backlogs, weather, or other factors beyond our control are not valid reasons for requesting a return, cancellation, or refund once the order has shipped.

  • We actively follow up with couriers until your order is delivered.

3. Replacements

  • If your item is confirmed incorrect, defective, or damaged, we will arrange a free replacement.

  • Refunds are issued only if replacement is not possible.

4. Return Shipping & Restocking

  • If the issue is our fault (damaged, wrong, defective), we cover all return shipping.

  • For any other approved return:

    • In such cases:

      • The customer will be responsible for the return shipping cost.
      • An additional shipping fee and handling charges will apply for re-delivery.
      • If the customer chooses not to proceed with re-delivery, the order may be cancelled at the company’s discretion. A refund will then be issued, excluding the shipping and handling fees incurred.

      Shipping & Handling Fees:

      • UAE: 10 AED
      • Kuwait, Qatar, KSA, Oman: 30 AED

5. Non-Returnable & Non-Refundable Items

  • Opened or used personal-care products (for hygiene reasons).

  • Free gifts, promotional items, or partially used kits.

  • Items damaged due to improper use, mishandling, or failure to follow provided instructions/tutorials.

  • Refunds will not be issued for lack of results; our team will guide you on proper usage.

  • No refunds for “change of mind.”

6. Inspection & Processing

  • All returned items are inspected upon receipt.

  • If approved, your replacement or refund will be processed within 5–14 working days.

  • Refunds are issued to the original payment method used for the order.

7. How to Start a Claim

To initiate a replacement or refund, please contact our support team:

📧 Email: support@izabellofficial.com
 📱 WhatsApp/Phone: +971 58 505 5045

Include:

  • Your order number 

  • A description of the issue

  • Supporting photos or videos

8. Final Note

Our goal is always to make things right if your product is incorrect, damaged, or faulty. Refunds are considered a last resort — our priority is to ensure you receive a working product you’ll love 🧡.