Last updated: 9 September 2026
At Lyla Beauty (lylabeauty.store), we want every customer to have a smooth, safe, and satisfactory shopping experience. We carefully inspect and package our products before dispatch.
Because our products include personal-care and electronic beauty devices such as facial massagers, scalp massagers, hair-removal devices, LED face masks, cleansing devices, and other skincare tools, certain return conditions apply for hygiene, safety, and product-protection reasons.
By placing an order with us, you acknowledge and agree to the terms outlined in this Return & Refund Policy.
1. Return Eligibility
We accept eligible return requests in accordance with this policy and applicable UAE consumer protection requirements.
To be eligible for a return, the product generally must:
Be within the 7-day return window described in section 2.
Be unused and in resalable condition.
Be returned with its original packaging and accessories.
Include all manuals, cables, chargers, attachments, and other components supplied with the product.
Not show signs of misuse, accidental damage, alteration, or unauthorised repair.
Be accompanied by valid order information or proof of purchase.
Some products may be subject to additional product-specific return conditions.
2. Return Request Period
Change-of-mind returns must be requested within 7 days of delivery. After 7 days we are unable to accept a change-of-mind return.
If you receive a product that is damaged, defective, incorrect or incomplete, please contact us as soon as possible after delivery, and in any case within 3 days, so that we can arrange a replacement or refund. This is separate from the change-of-mind window and does not affect your statutory rights.
To start a return, contact our customer support team:
WhatsApp: +92 342 6433872
Email: zabigroupofcompany@gmail.com
Support hours: 24 hours a day, seven days a week
Please include your:
Order number
Full name
Contact details
Reason for the return
Photos or videos where applicable
We may request additional information to assess the return request.
3. Beauty & Hygiene Products
Some of our products are intended for direct contact with the skin, scalp, or body.
For hygiene and safety reasons, opened, used, or activated personal-care devices may not be eligible for a change-of-mind return, unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer protection rights.
This may include:
Facial massagers
Face lifting/massage devices
Scalp massagers
Hair-removal devices
Facial cleansing devices
LED face masks
Skin-contact beauty devices
Other personal-care devices
Where a product is defective or does not conform to the applicable product requirements, please contact us so that we can assess the issue and provide an appropriate solution.
4. Defective or Malfunctioning Products
If your device does not function correctly or appears to have a manufacturing defect, please contact us before attempting to repair, disassemble, or modify the product.
We may ask you to provide:
A description of the problem.
Photos of the product.
A short video demonstrating the issue.
Photos of the packaging and accessories.
Your order number.
After reviewing the information, we may determine whether the product qualifies for:
Replacement
Repair, where applicable
Refund
Other appropriate resolution
The available resolution may depend on the nature of the issue, the product, applicable warranty terms, and applicable UAE law.
5. Damaged Products Received
If your package arrives visibly damaged, please take photographs of the package and product before discarding any packaging materials.
If the product has been damaged during delivery, contact us promptly with:
Order number
Photos of the outer packaging
Photos of the shipping label
Photos/videos of the damaged product
Description of the damage
We will review the case and coordinate an appropriate resolution where the damage is attributable to delivery or another issue covered by our policy.
6. Wrong Product Received
If you receive a product different from the product you ordered, please contact us as soon as possible.
Please provide:
Order number
Photograph of the product received
Photograph of the shipping label
Photograph of the packaging, where applicable
If our review confirms that the wrong product was sent, we will work with you to arrange an appropriate replacement, return, or refund.
7. Missing Items or Accessories
If an order arrives with missing components, accessories, attachments, chargers, cables, manuals, or other items that were included with the purchased product, please contact us promptly.
We may request photographs or other information to verify the issue.
If confirmed, we may provide the missing item or another appropriate resolution, depending on availability and the circumstances.
8. Change-of-Mind Returns
We understand that customers may occasionally change their minds after purchasing a product.
A change-of-mind return must be requested within 7 days of delivery, and the product must generally be:
Unused.
Unopened where hygiene requirements apply.
In original and resalable condition.
In its original packaging.
Complete with all accessories and documentation.
Free from damage, marks, or signs of use.
Electronic beauty devices that have been opened, activated, used, or come into direct contact with the skin or scalp may be excluded from change-of-mind returns for hygiene and safety reasons, subject to applicable UAE consumer protection rights.
9. Products Not Eligible for Standard Return
Unless otherwise required by applicable law, a standard change-of-mind return may not be accepted for products that:
Have been used.
Have been activated or operated.
Have been damaged after delivery.
Have been modified or repaired without authorisation.
Are missing accessories or original components.
Show signs of misuse or abnormal wear.
Cannot be resold for hygiene or safety reasons after opening or use.
This does not affect any rights you may have under applicable UAE consumer protection laws in relation to defective, damaged, or non-conforming products.
10. Return Shipping
If a return is approved because the product is defective, damaged on arrival, incorrect, or another issue is attributable to us, we will provide appropriate instructions regarding the return process and cover the cost of return.
For eligible change-of-mind returns, the customer is responsible for applicable return shipping costs unless otherwise stated.
Customers should not send a product back without receiving return instructions from our customer support team.
Unauthorised returns may not be accepted or may experience processing delays.
11. Return Inspection
Returned products may be inspected after they are received.
We may verify:
Product condition
Serial number or identifying information, where applicable
Accessories and components
Packaging
Signs of use or misuse
Physical or liquid damage
Whether the reported issue is reproducible
If the returned product does not meet the applicable return conditions, we may decline the requested change-of-mind refund or provide another resolution where required by applicable law.
12. Refund Eligibility
Once an approved return has been received and inspected, we will determine whether the order qualifies for a refund.
Where a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.
The time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
We are not responsible for delays caused by third-party financial institutions after a refund has been successfully initiated by us.
13. Refund Processing Time
After an eligible return has been received and approved, we will initiate the applicable refund within a reasonable processing period.
The actual time for the refunded amount to appear in your account can vary depending on the payment method and financial institution.
Customers should retain any return shipment or delivery confirmation until the refund process has been completed.
14. Partial Refunds
In certain circumstances, an approved return may qualify for a partial refund where permitted by applicable law, including where:
Components or accessories are missing.
The product has been damaged after delivery.
The product has been used in a manner inconsistent with the applicable return conditions.
The returned item is not in its original condition for reasons attributable to the customer.
Any such determination will be communicated to the customer where applicable.
15. Refunds for Cancelled Orders
If an order is successfully cancelled before dispatch and qualifies for cancellation, any eligible payment may be refunded according to the applicable payment method and cancellation conditions.
If an order has already been dispatched, the cancellation may instead need to be handled through the applicable return process.
Please contact customer support as soon as possible if you wish to cancel an order.
16. Promotional Items & Free Gifts
If an order included a promotional item, free gift, bundle item, or discount that was conditional on purchasing another product, the return or refund may be subject to the terms of that promotion.
Where required, promotional items may need to be returned together with the main product.
17. Exchanges
Where available, eligible products may be exchanged for the same product or another product of comparable value, subject to availability and applicable return conditions.
If the replacement product has a different price, any applicable difference may need to be paid or refunded.
For hygiene and safety reasons, opened or used personal-care devices may not qualify for standard exchanges unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer rights.
18. Warranty
Certain electronic beauty devices may be covered by a manufacturer's warranty.
Where applicable, warranty information will be provided on the relevant product page, product documentation, or order information. Where no warranty is stated for a product, none is offered beyond your rights under applicable UAE law.
Warranty coverage generally applies to eligible manufacturing defects under normal intended use and may not cover:
Accidental damage
Misuse
Physical damage
Liquid damage where the device is not designed for liquid exposure
Unauthorised repairs
Unauthorised modifications
Use with incompatible accessories or chargers
Failure to follow product instructions
Normal cosmetic wear and tear
Warranty terms may vary by product.
19. Safety & Unauthorised Repairs
For safety reasons, customers should not attempt to open, disassemble, modify, or repair an electronic beauty device themselves.
If you believe a product is malfunctioning, discontinue use and contact our customer support team.
Unauthorised repairs or modifications may affect warranty or return eligibility where permitted by applicable law.
20. Order Information & Proof of Purchase
To process a return or refund request, we may require reasonable proof of purchase, such as:
Order number
Order confirmation
Payment confirmation
Customer name and contact information
Providing accurate information helps us process your request efficiently.
21. Fraudulent or Abusive Return Requests
We reserve the right to investigate suspicious, fraudulent, or abusive return activity.
This may include repeated claims involving:
Products that were used or damaged after delivery.
Missing items that were confirmed as delivered.
False damage or defect claims.
Unauthorised chargeback activity.
Repeated misuse of promotional or refund procedures.
Nothing in this section limits any rights available to customers under applicable law.
22. Customer Responsibilities
Customers are responsible for:
Providing accurate delivery information.
Inspecting products reasonably after delivery.
Following product instructions.
Using devices only for their intended purpose.
Keeping packaging and accessories where a return may be required.
Contacting us promptly when a problem is discovered.
Following return instructions provided by our support team.
23. Consumer Rights
Nothing in this Return & Refund Policy is intended to remove, restrict, or override any mandatory rights or protections available to consumers under applicable laws and regulations of the United Arab Emirates.
Where applicable law provides a customer with rights that are more favourable than the terms stated in this policy, those legal rights will apply.
24. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes to our products, services, business practices, or applicable legal requirements.
The updated policy will be published on this page with a revised "Last Updated" date.
25. Contact Us
For return, refund, exchange, damaged-product, or defective-device requests, please contact us:
Lyla Beauty
WhatsApp: +92 342 6433872
Email: zabigroupofcompany@gmail.com
Customer Support Hours: 24 hours a day, seven days a week
Website: lylabeauty.store
We deliver to: United Arab Emirates
When contacting us about an order, please include your order number so that we can assist you more efficiently.
Our Commitment
At Lyla Beauty, we are committed to providing quality beauty and skincare products together with transparent policies and responsive customer support.
We appreciate your trust in our brand and will always aim to handle eligible return and refund requests fairly, professionally, and in accordance with applicable UAE requirements.
© 2026 Lyla Beauty. All rights reserved.