Refund policy
Return and Refund Policy
At Zelorey, customer satisfaction is very important to us. If you are not completely satisfied with your purchase, we are here to help. This Return and Refund Policy explains the conditions under which returns, refunds, and exchanges are handled.
1. Return Eligibility
To be eligible for a return, the following conditions must be met:
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The item must be unused, unworn, and in its original condition
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The item must be returned in its original packaging
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A proof of purchase or order number must be provided
We reserve the right to reject returns that do not meet these conditions.
2. Return Timeframe
Customers must request a return within 7 days of receiving the order.
After this period, we may not be able to accept the return. If your return request is approved, instructions for returning the product will be provided.
3. Refund Process
Once we receive and inspect the returned item:
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We will notify you that we have received the returned product.
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Our team will review the item to ensure it meets the return conditions.
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If approved, your refund will be processed.
Refunds are usually processed within 5–7 business days after approval.
The refund will be issued to the original payment method used during the purchase.
4. Exchanges
If you received the wrong item or would like to exchange a product:
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You may request an exchange within 7 days of delivery
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Exchanges are subject to product availability
If the requested item is not available, we may offer a refund or an alternative product.
5. Damaged or Defective Products
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.
When contacting us, please provide:
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Your order number
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Photos of the damaged or defective product
After verification, we will arrange a replacement, exchange, or refund depending on the situation.
6. Non-Returnable Items
Certain items cannot be returned for hygiene, safety, or special sale reasons. These may include:
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Personal care products
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Used or damaged items caused by misuse
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Items marked as final sale or non-returnable
These items will be clearly mentioned on the product page if applicable.
7. Return Shipping Costs
Return shipping costs may vary depending on the reason for the return.
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If the return is due to a damaged, defective, or incorrect product, we will cover the return shipping cost.
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If the return is due to customer preference (e.g., change of mind), the customer may be responsible for the return shipping cost.
Shipping charges paid during checkout are generally non-refundable unless the return is due to our error.
8. Contact Us
If you would like to request a return, refund, or exchange, please contact us:
Store Name: Zelorey
Our support team will guide you through the return process and assist you as quickly as possible.