Refund and Returns Policy

At Semavi, your satisfaction is our priority. We are committed to providing you with the highest quality natural cosmetics. If for any reason you are not completely satisfied with your purchase, we are here to help.

This policy outlines the terms and conditions for returns, refunds, and exchanges for orders placed through our website (https://semavicosmetics.ae/) and our retail locations in the UAE.

1. Return Eligibility

You may return eligible products within 14 days from the date of delivery (for online orders) or the date of purchase (for in-store purchases), provided the following conditions are met:

• The product must be sealed, unopened, and in its original condition.
• The product must be in its original packaging, including any protective seals, labels, and accessories.
• You must provide proof of purchase (order confirmation email, receipt, or invoice).
• The product must not show any signs of use, tampering, or damage caused by the customer.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

• Products that have been opened, used, or have broken seals.
• Gift cards and promotional items.
• Products marked as final sale or clearance.
• Free samples or complimentary gifts included with orders.
• Items returned after the 14-day return window.

3. How to Initiate a Return

Online Orders

1. Contact our Customer Service team by emailing returns@semavicosmetics.ae or by submitting a request through our Contact Us Please include your order number, the product(s) you wish to return, and the reason for the return.
2. Our team will review your request and respond within 2 business days with return instructions and, where applicable, a return reference number.
3. Pack the product securely in its original packaging and ship it to the address provided by our team.
4. Once we receive and inspect the returned product, we will notify you of the approval or rejection of your return.

In-Store Purchases

If you purchased a product at one of our retail locations, you may return it to any Semavi store in the UAE. Please bring the product in its original packaging along with your receipt or proof of purchase.

4. Return Shipping

For standard returns (non-defective products), the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Semavi is not responsible for products lost or damaged during return transit.

Original shipping fees paid at checkout are non-refundable, unless the return is due to an error on our part or a defective product (see Section 6 below).

5. Refund Options

Once your return has been received and approved, you may choose one of the following refund methods:

6. Damaged or Defective Products

If you receive a product that is damaged during delivery, defective, or incorrect, please contact us within 48 hours of receiving your order. To help us resolve the issue as quickly as possible, please provide:

• Your order number.
• A clear photo of the damaged or defective product.
• A photo of the packaging (if applicable).
• A brief description of the issue.

After reviewing your claim, we will offer you a full replacement or a full refund (to your original payment method or as store credit – your choice). In these cases, Semavi will cover all return shipping costs.

Please do not discard the damaged product or packaging until your claim has been fully resolved.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please initiate a return for the original item and place a new order for the desired product. If you choose a store credit refund, you can use it immediately toward your new purchase.

8. Order Cancellations

You may cancel your order free of charge if it has not yet been shipped. To cancel, please contact our Customer Service team as soon as possible with your order number.

If the order has already been dispatched, you will need to wait for delivery and then follow the standard return process outlined in Section 3.

9. Contact Us

If you have any questions about our Return & Refund Policy, or if you need assistance with a return, our Customer Service team is happy to help.

Email: returns@semavicosmetics.ae

Phone:+971 55 887 3872

Working Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (GST)