Refund policy

Last updated: June 5, 2026

At Zelora, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This Refund Policy outlines your rights and obligations regarding returns, refunds, and exchanges.

1. Eligibility for Returns and Refunds

We offer a 90-Day Money-Back Guarantee on eligible products. You may request a return or refund within 90 days of delivery.

To be eligible for a return, your item must:

Be in the same condition that you received it.
Be returned with all original packaging and included accessories where applicable.
Be accompanied by a valid proof of purchase, such as your order number or receipt.

The following items are not eligible for return or refund:

Gift cards.
Personalized or custom-made products.
Final sale or clearance items marked as non-refundable.
Products damaged through misuse, negligence, or unauthorized modifications.

2. How to Initiate a Return or Refund

To begin a return or refund request, please contact our support team at:

Email: support@tryzelorastore.com

Once your request has been reviewed, we will provide return instructions and the appropriate return address where applicable.

Please do not send items back without first contacting us, as unauthorized returns may not be eligible for a refund.

3. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome of your refund request.

If approved, refunds will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank, card issuer, or payment provider.

Unless the item is defective, damaged, or incorrect, original shipping charges are non-refundable.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and provide photos of the issue where possible.

We will review the situation and, where appropriate, provide a replacement, refund, or other suitable resolution.

5. Exchanges

We replace items only if they are defective, damaged upon arrival, or incorrect.

To request an exchange, please contact support@tryzelorastore.com with a description of the issue and supporting photographs if applicable.

6. Late or Missing Refunds

If you have not received your refund:

Check your bank account or payment account again.
Contact your card issuer or payment provider, as processing times may vary.
If you still have not received your refund after 10 business days from approval, please contact us for assistance.

7. International Orders

Customers may be responsible for return shipping costs unless the item is defective, damaged, or incorrect.

Any customs duties, import taxes, or similar fees imposed by local authorities are non-refundable.

If a package is returned due to an incorrect shipping address provided by the customer or refusal of delivery, shipping charges may not be refunded.

8. Disputes and Chargebacks

Before initiating a chargeback or payment dispute, we encourage customers to contact our support team so we can attempt to resolve the issue directly.

We are committed to resolving customer concerns fairly and in accordance with applicable payment processor policies.

9. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Any changes will be posted on this page and become effective immediately upon publication.

Contact Us

For any questions regarding returns or refunds, please contact: