Effective date: 27 July 2026

Because Shaza Naturals sells food products, hygiene and food-safety requirements apply. Nothing in this Policy limits rights that cannot legally be excluded.

1. Inspect your order

Please inspect your order promptly after delivery. Do not consume a product that appears damaged, tampered with, contaminated, incorrectly labelled or unsafe. Keep the product, packaging and order record while we review the concern.

2. Damaged, defective, incorrect or missing items

Contact us within 48 hours of delivery, or as soon as reasonably possible where the issue was not immediately visible. Provide your order number, a description, and clear photographs or video of the product, seal, packaging and shipping label. After verification, we will offer an appropriate remedy, which may include replacement, refund, partial refund or another remedy required by UAE law. We bear reasonable return costs for verified faulty or incorrect items.

3. Unopened, non-defective products

Subject to applicable law, you may request a return within 14 days after delivery if the product is unopened, unused, in saleable condition, has intact seals and labels, and remains in its original packaging. Contact us before sending anything back. Unauthorised returns may be refused.

4. Items not eligible for change-of-mind return

Unless defective, incorrectly supplied or otherwise required by law, we cannot accept:

· opened, used or partially consumed food products;

· products with broken seals, damaged labels or missing packaging;

· products stored or handled contrary to label instructions;

· personalised, customised or made-to-order gift items;

· gift cards or digital vouchers;

· clearance or final-sale items where the restriction was disclosed before purchase; or

· items that cannot be safely resold for hygiene, health or food-safety reasons.

5. Natural product characteristics

Honey is a natural product. Crystallisation, colour variation, viscosity changes and differences between harvests may occur and do not by themselves indicate spoilage or a defect. Product images are illustrative, and screens may display colours differently. This does not affect your rights where a product is misdescribed, unsafe, adulterated or otherwise defective.

6. Return process

1.     Contact connect@shazanaturals.com or +971 565713128 with the order number and reason.

2.     Wait for return authorisation and instructions.

3.     Pack the product securely with all original components and proof of purchase.

4.     Send or hand over the return using the instructed method. Keep tracking evidence where applicable.

For an approved change-of-mind return, the customer is responsible for reasonable return delivery costs unless we agree otherwise. Original delivery charges are normally non-refundable where delivery was completed correctly, except where required by law.

7. Inspection and outcome

We will inspect returned products and notify you of the outcome. If a return is rejected, we will explain the reason and, where practicable, provide supporting information. We may decline products that do not meet the eligibility conditions, subject always to mandatory consumer rights.

8. Refund method and timing

Approved refunds are issued to the original payment method. We aim to initiate refunds within 5-10 business days after approval. Banks and payment providers may require additional processing time. Cash-on-delivery refunds, if applicable, will be arranged through a lawful and verifiable method agreed with the customer.

9. Exchanges

Where stock is available, an eligible product may be replaced or exchanged. If the replacement has a different price, we will confirm any balance or refund before processing. Replacement delivery for a verified faulty or incorrect item will not be charged.

10. Allergies and product suitability

Customers must review ingredient, allergen, storage and usage information before purchase and consumption. Contact us before ordering if you need clarification. Product information is not medical advice, and food or wellness products are not intended to diagnose, treat, cure or prevent disease.

11. Consumer complaints

We aim to resolve complaints fairly and promptly. Contact +971 565713128 first. If we cannot resolve the matter, you may use the complaint channels of the competent UAE consumer-protection authority.