Refund policy

At Zorelle by Zohran, we want you to be satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, you may contact us to request a return, replacement, or refund.

1. Return Eligibility

To be eligible for a return, the following conditions generally apply:

The return request should be submitted within 7 days of receiving the order.
The product must be unused and in its original condition.
The product should be returned with its original packaging, accessories, manuals, tags, and other included items where applicable.
Proof of purchase or order details may be required.
Products that have been damaged through misuse, improper handling, or normal wear and tear may not qualify for a refund or replacement.

Certain products may be subject to additional return conditions due to their nature.

2. Damaged or Defective Products

If your order arrives damaged or a product is defective, please contact us as soon as possible at:

info@zorellebyzohran.com

Please provide:

Your order number
Product name
A description of the issue
Clear photographs or videos showing the damage or defect, where applicable

We will review the issue and determine whether the product qualifies for a replacement, return, or refund.

3. Incorrect Product

If you receive a product that is different from the product you ordered, please contact us within 7 days of delivery.

After verification, we may arrange an appropriate solution, which may include replacement, return, or refund.

4. Change of Mind

Returns due to a change of mind may be accepted only if the product is unused, unopened where applicable, and in its original resaleable condition.

Certain products may not be eligible for change-of-mind returns due to hygiene, safety, customization, or other applicable restrictions.

Any applicable return shipping or handling costs may be deducted from the refund where permitted.

5. Non-Returnable Products

For hygiene, safety, or product-specific reasons, some items may not be eligible for return once opened or used.

These may include, where applicable:

Personal care products that have been opened or used
Certain beauty products
Used or opened hygiene-related products
Customized or personalized products
Products damaged after delivery due to misuse
Items clearly identified as non-returnable at the time of purchase

6. Return Process

To request a return, please email:

info@zorellebyzohran.com

Please include your order number and explain the reason for the return.

Do not send products back without receiving return instructions from our customer service team.

Once the return request is approved, we will provide the applicable return instructions.

7. Inspection of Returned Products

Returned products may be inspected after they are received.

If the product meets the requirements of this policy, we will proceed with the approved refund or replacement.

If the product does not meet the return requirements, we may reject the return request.

8. Refunds

Once your returned product has been received and approved, we will process the applicable refund.

Refunds will generally be issued to the original payment method used for the purchase, where technically possible.

The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

9. Delivery Charges

Original delivery charges may be non-refundable unless the return is due to an error on our part, a defective product, a damaged product received by the customer, or another situation where a refund of delivery charges is required under applicable law.

Where a return is requested for reasons such as change of mind, applicable return or delivery costs may be the customer’s responsibility.

10. Exchanges and Replacements

Where available, we may offer a replacement instead of a refund for products that arrive damaged, defective, or incorrect.

Replacement availability depends on stock and product availability.

If a replacement is unavailable, we may offer an appropriate refund.

11. Late or Missing Refunds

If your refund has been approved but you have not received it within the expected processing period, please:

Check your bank or payment account.
Contact your payment provider or bank.
Contact us at info@zorellebyzohran.com if the refund is still not reflected.

We will assist you in checking the status of the refund.