Refund policy

Last Updated: September 2026

At Lozazo, we want every order to bring comfort to you and your pet. If there is an issue with your order, we're here to make things right.

1. Returns & Exchanges

You may request a return or exchange within 14 days of receiving your order, provided that the product:

  • Is unused and in its original condition.
  • Is in its original packaging.
  • Has not been damaged, altered, washed, or misused.
  • Is accompanied by your order number or proof of purchase.

Certain products may not be eligible for return due to health, hygiene, or safety reasons, particularly products that have been opened or used.

Nothing in this policy limits any mandatory consumer rights that apply under UAE law.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible after delivery.

For faster assistance, please provide:

  • Your order number
  • Photos of the product and packaging
  • A short video where relevant
  • A brief description of the issue

After reviewing the case, Lozazo may arrange an exchange, replacement, repair where applicable, or refund, in accordance with applicable UAE consumer-protection requirements.

3. Change of Mind

If you simply change your mind about an eligible product, you may request a return within 14 days of delivery, provided the product remains unused and in its original condition.

Return shipping costs for a change-of-mind return may be the customer's responsibility.

This does not affect your statutory rights in cases where the product is defective, damaged, incomplete, or not as described.

4. Refunds

Once the returned item has been received and inspected, we will confirm whether the refund is approved.

Approved refunds will generally be issued to the original payment method.

The time required for the funds to appear in your account may vary depending on your bank or payment provider.

Where a refund is required because of a defective, damaged, incomplete, or incorrectly supplied product, Lozazo will process the refund in accordance with applicable UAE law.

5. Cash on Delivery Orders

For Cash on Delivery (COD) orders, if a refund is approved, Lozazo may request the customer's bank details or another suitable payment method to process the refund.

We will never ask you to provide your card PIN, password, or one-time security code.

6. Non-Returnable Products

For hygiene and safety reasons, we may not accept returns of products that have been opened or used, where applicable.

This may include:

  • Used grooming products
  • Used feeding products
  • Personal-care items
  • Personalized products
  • Products specifically identified as non-returnable

This exclusion does not override any mandatory rights you may have under UAE law.

7. Return Shipping

Defective / Damaged / Incorrect Order:
Lozazo will arrange or cover the applicable return costs where required.

Change of Mind:
The customer may be responsible for the applicable return shipping cost.

8. How to Request a Return

To request a return or exchange, please contact us:

Email: info@lozazo.com
WhatsApp: 0558204029

Please include:

Order Number + Product Name + Reason for Return + Photos/Videos if applicable

Our customer-care team will guide you through the next steps.

9. Consumer Protection

Lozazo is committed to complying with applicable UAE consumer-protection and e-commerce laws. This policy is not intended to exclude or restrict any mandatory rights available to consumers under UAE law.

LOZAZO
Turning Love Into Everyday Care.