Terms & Conditions

Acceptance of terms

By browsing, creating an account, placing an order, making payment, tracking an order, or submitting a complaint on this platform, you agree to these Terms & Conditions.

If you do not agree with these terms, please do not place an order or use the customer account, checkout, tracking, or support services.

Orders and product information

Customers are responsible for reviewing product names, descriptions where provided, quantities, prices, delivery details, and order totals before payment.

Product availability, pricing, and descriptions may change without prior notice. If an item becomes unavailable after payment, we may contact you to agree on a replacement, revised delivery arrangement, store credit, or another practical resolution at our discretion.

Payments

Orders must be paid through the payment options provided at checkout. A payment reference or confirmation does not guarantee delivery until the order is validated and accepted by us.

Customers must not make false payment claims, submit altered payment evidence, abuse payment references, or attempt chargeback fraud. Suspicious activity may lead to cancellation, account restriction, or reporting to the appropriate payment provider or authority.

No refunds

All completed purchases are final. Zahra Home Essentials does not offer refunds after an order has been paid for, except where we are required to do so by applicable law.

Before completing payment, customers must confirm that the selected products, quantities, recipient details, delivery address, and phone number are correct.

Delivery timeline

Standard delivery takes 24 to 48 hours after order confirmation, depending on product availability, destination, payment validation, rider availability, traffic, weather, public holidays, operational issues, and other circumstances outside our direct control.

Zahra Home Essentials sells the goods only. Delivery fee is paid separately to the logistics partner. We hand purchased goods to drivers or riders on behalf of customers, and the driver or rider may contact the customer using the phone number provided to agree the delivery price directly.

Delivery timelines are estimates. We will make reasonable efforts to deliver within the stated window, but we are not liable for delays caused by incorrect customer details, unavailable recipients, logistics disruptions, force majeure events, or third-party service interruptions.

Phone numbers and customer availability

Customers must provide a correct, reachable, and working phone number for delivery contact. Delivery drivers or logistics partners may need to call before or during delivery.

If a driver cannot reach the customer, recipient, or authorized contact person using the phone number provided, delivery may be delayed, rescheduled, returned, or treated as unsuccessful. Any extra delivery cost caused by incorrect or unreachable contact details may be the customer responsibility.

Delivery drivers and negotiation

Zahra Home Essentials does not negotiate with delivery drivers on behalf of customers. Customers must not ask us to bargain, reduce, waive, or personally negotiate driver requests, logistics charges, waiting time, redelivery issues, or unofficial arrangements with drivers.

Customers are responsible for agreeing and paying the logistics partner separately for delivery. We are not responsible for private agreements, side payments, tips, extra errands, or arrangements made directly between a customer and a driver.

Addresses, failed delivery, and redelivery

Customers must provide a complete and accurate delivery address, including landmarks, estate or building details, and any access instructions needed for the driver to locate the recipient.

If delivery fails because of wrong address details, unavailable recipients, unreachable phone numbers, refusal to receive, restricted access, or customer-requested changes after dispatch, the customer may be responsible for redelivery fees or other reasonable costs.

Order changes and cancellation

Order changes are not guaranteed after payment. Once an order has been processed, packed, assigned for delivery, or dispatched, it may not be cancelled or changed.

We reserve the right to cancel or refuse orders affected by pricing errors, suspected fraud, unavailable stock, incorrect customer details, abusive conduct, or operational limitations.

Complaints and support

Customers should use the complaints or support page to report order issues. Please include your order reference, contact details, and a clear description of the issue.

We will review complaints in good faith. Submitting a complaint does not automatically create a refund right, cancellation right, replacement right, or compensation entitlement.

Customer conduct

Customers must use the platform lawfully and respectfully. Abuse, threats, harassment, fraud, false complaints, spam, unauthorized access attempts, or misuse of account and checkout features may lead to account restriction or service refusal.

Customers are responsible for keeping login details secure and for activity carried out through their account.

Limitation of liability

To the fullest extent permitted by law, Zahra Home Essentials is not liable for indirect, incidental, special, consequential, or punitive losses arising from use of the platform, delayed delivery, third-party payment services, logistics services, or customer-provided incorrect information.

Our total responsibility for a confirmed order issue will not exceed the amount paid for the affected order, except where applicable law requires otherwise.

Changes to these terms

We may update these Terms & Conditions from time to time. The latest version posted on this page applies to platform use and orders placed after publication.