ZORUMI™ legal
Refunds & Complaints Policy
Refund, complaint and correction rules for ZORUMI™ salon services and non-returnable hair goods in Dubai.
Policy summary
ZORUMI™ handles complaints fairly, keeps service records and reviews concerns against the agreed consultation scope, aftercare responsibilities and applicable UAE consumer protection requirements.
All hair is non-returnable
All hair goods are strictly non-returnable and non-refundable once ordered, reserved, colour-matched, prepared, opened, installed, handled for her or removed from salon stock. This includes natural hair, Slavic hair, Baby hair, bundles, ponytails, custom pieces and hair sourced specially for her. The rule protects hygiene, safety, customization and chain-of-custody quality.
Completed services
Completed salon services are not refunded for change of mind, style preference, missed aftercare, third-party interference, product misuse, heat or water damage, colouring performed elsewhere, or maintenance appointments missed by her. Where a service concern is raised promptly and is within ZORUMI™’s control, the salon may offer an inspection and reasonable correction appointment.
Deposits and cancellations
Appointment deposits and hair-order payments may be retained where salon time has been reserved, she cancels late, she does not attend, or hair sourcing, matching or preparation has started. Any exceptional goodwill credit is discretionary and does not create a general refund right.
Defects and mandatory remedies
This policy does not limit mandatory UAE consumer rights. If a product or service is proven defective, unsafe, materially different from what was agreed, or if UAE law requires a remedy, ZORUMI™ will assess the evidence and provide the required repair, re-performance, replacement, refund or other legal remedy where applicable.
How to submit a complaint
Please contact ZORUMI™ within 48 hours of the appointment where possible, before altering, removing, colouring or treating the hair elsewhere. Include your name, appointment date, invoice or payment proof, clear photos, aftercare products used and a concise explanation of the concern.
Evidence and conduct
ZORUMI™ may keep consultation notes, consent records, photos, messages, appointment logs and payment records to investigate complaints and defend the salon against fraud, abusive messages, chargeback misuse or false claims.