Refund & Return Policy

At ZORAEX, we are committed to providing quality products and dependable customer service. We always do our best to assist our customers where applicable, and we encourage you to carefully review this Refund & Return Policy before making a purchase. We also recommend reading all product descriptions, usage instructions, care information, and specifications on each product page to ensure the product is suitable for your needs and used correctly.

By placing an order with ZORAEX, you agree to the terms outlined in this policy. If you have any questions regarding a return or refund request, please contact us through the Contact Us page on our website.

30-Day Return Window

We offer a 30-day return period, which means you have 30 days from the date of delivery to request a return.

If more than 30 days have passed and you would still like to request a refund because the product arrived damaged or defective, you must provide a clear explanation for the delay, along with photo and video evidence showing the issue and the condition in which the item arrived. Requests made after 30 days may not be approved.

Eligibility for Returns

To be eligible for a return, items must meet all of the following conditions:

• The item must be unused, unwashed, and undamaged
• The item must be free from stains, odors, pet hair, or signs of wear
• The item must be returned in its original packaging
• Proof of purchase must be provided, such as your order confirmation or receipt

Please include your name, phone number, address, and proof of purchase with your return.

Returns must only be sent to the address provided by our customer service team after your request has been approved. Please do not send your item back to the sender or manufacturer, as unauthorized returns may not be accepted.

Items returned in a condition that is not suitable for resale will not qualify for a refund or exchange.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

• Gift cards
• Hygiene-sensitive items, including but not limited to pillows, bed sheets, blankets, mattress toppers, and similar products that come into direct contact with the skin

For hygiene and health safety reasons, these items cannot be returned or exchanged once used, unless a manufacturing defect is confirmed.

Refunds or Returns Not Accepted

Refunds or returns will generally not be accepted in the following situations:

• More than 30 days have passed since delivery
• You changed your mind after receiving your order
• You ordered the wrong item
• You found the item cheaper elsewhere
• You no longer need the product
• The item was misused, mishandled, or damaged through improper use
• You were aware of the product’s condition or any stated fault before purchase

We encourage all customers to carefully review product details before placing an order.

How to Request a Return

Before returning any item, you must first contact us through our website’s Contact Us page with the subject line “Refund” and include your order number in your message.

Please note that contacting us through social media may delay our response. For the fastest and most accurate support, please use the official contact form on our website.

If your request is approved, we will provide you with return instructions and the correct return address.

Please note that returns sent without prior approval or instructions from our customer service team will not be accepted.

Faulty, Damaged, or Incorrect Products

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible.

For faulty, damaged, or incorrect items, please notify us within 14 days of delivery and provide clear photo or video evidence of the issue. Once your request is reviewed and approved, we will offer one of the following solutions, depending on the situation and your preference:

• A replacement
• A full refund
• Another appropriate resolution

If the return is due to our error, such as a defective product or the wrong item being delivered, we will cover the return shipping cost where applicable.

Requests submitted after 14 days for faulty, damaged, or incorrect items may not be accepted.

Returns for Other Reasons

If you wish to return an item for reasons not related to defects or shipping errors, such as:

• You do not like the product
• You do not like the material
• The item does not meet your personal expectations

you may still contact us for review. If a return is approved in these cases, the customer will be responsible for the return shipping costs.

We strongly recommend reviewing all product descriptions, specifications, dimensions, materials, and images before making a purchase.

Care and Handling

Please handle all products with care. Some items may be delicate and should be used, stored, and cleaned according to the instructions provided. Any damage caused by misuse, improper handling, or exposure to substances or liquids not related to a manufacturing defect will make the item ineligible for return or refund.

If you have any questions about product care, returns, or refunds, please contact our customer service team before taking further action.

Refund Processing

Once your return is received and inspected, we will notify you of the outcome of your refund request.

If your refund is approved, it will be issued to your original method of payment. Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider. Processing times may be longer during weekends, holidays, or due to your bank’s internal procedures.

Late or Missing Refunds

If you have not received your refund yet, please first check your bank account again.

Then contact your bank or credit card provider, as it may take some time before your refund is officially posted. In many cases, refunds are completed within 5 business days, but for some customers it may take longer depending on their financial institution.

If you have completed these steps and still have not received your refund, please contact us through our Contact Us page. Staying in touch with our team is the best way to ensure we can assist you quickly and keep everything clearly aligned.

Return Shipping

For returns that are not related to faulty, damaged, or incorrect items, customers are responsible for paying the return shipping costs.

If you are returning an item valued at more than $85, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for items lost or damaged during return transit.

Before You Purchase

It is the customer’s responsibility to carefully review all relevant product information before placing an order, including but not limited to product dimensions, materials, features, intended use, and quality details.

We strongly encourage you to review all product descriptions thoroughly and make sure the item meets your expectations before purchasing.

Contact Us

If you have any concerns about a product or would like to request a return, please contact our customer service team through the Contact Us page on our website or email us at hello@zoraex.com.

To help us assist you as quickly as possible, please include your order details and a clear description of the issue. Our team will guide you through the next steps of the return or refund process.