At Zeyora, we want every order to reach you in good condition. This policy explains how order cancellations, refunds and payment-related issues are handled when you shop on our website.
All cancellation and refund requests are subject to the terms below and applicable consumer protection laws.

1. Order Cancellation

Customers may request cancellation of an order by contacting our customer support team as soon as possible.
Before Dispatch: Cancellation requests received before dispatch will be reviewed and processed, where applicable. Any eligible refund will be initiated after cancellation is confirmed.
After Dispatch: Once an order has been dispatched, cancellation may no longer be possible through our regular cancellation process. However, this does not affect your rights concerning delayed, defective, damaged, incorrect or non-conforming products.
Cancellation by Zeyora: We reserve the right to cancel orders due to product unavailability, payment issues, genuine pricing errors or suspected fraudulent activity. Customers will be informed of the cancellation and any applicable refund.
We will not impose cancellation charges contrary to applicable consumer protection requirements.

2. Refund Eligibility

Refunds may be provided in the following circumstances:
– An eligible order is successfully cancelled.
– A customer receives a damaged or defective product.
– An incorrect product or quantity is delivered.
– A product is received after its expiry or best-before date.
– An order is not delivered as promised, subject to applicable law.
– A refund is otherwise required by applicable law.
Every request will be reviewed based on the circumstances and the applicable consumer protection requirements.

3. Non-Eligible Refund Requests

For food safety and hygiene reasons, we generally do not offer refunds for change-of-mind requests after delivery, including dissatisfaction with personal taste preferences.
Products that have been opened or consumed will generally not qualify for change-of-mind refunds.
However, these restrictions do not apply where a refund or another remedy is required by law, including in cases of defective, damaged, expired, incorrect or non-conforming products.

4. How to Request a Refund

To submit a refund request, please contact our customer support team with the following information:
– Your order number.
– The registered phone number or email address used for the order.
– The reason for your refund request.
– Photographs of the product and packaging, where relevant.
Our support team will review your request and may contact you for additional information if needed.
We will inform you of the outcome and any further steps required to process an approved refund.

5. Refund Processing

Once a refund is approved, we will initiate it through the original payment method wherever possible, subject to the payment provider’s available facilities.
Refund processing generally depends on the payment method, banking system and applicable requirements. We will communicate the expected processing details when the refund is approved.
If a refund has been initiated but has not appeared in your account, please contact us with your order number and refund reference, where available.

6. Refund Processing Time

The refund turnaround time (TAT) is 7 working days from the date we receive the returned product and complete the quality check, provided the refund is approved.

Refunds will be processed to the original payment method or through another mutually agreed payment method, as applicable. The time taken for the refund to reflect in the customer’s account may depend on the bank or payment service provider.

7. Failed or Duplicate Payments

If your payment fails but the amount has been debited from your account, please contact us with your transaction details.
We will verify the transaction and coordinate with the relevant payment provider where necessary.
For duplicate payments associated with the same order, we will investigate the transaction records and arrange any applicable refund after verification.

8. Returns and Replacements

Depending on the circumstances, we may offer a replacement instead of a refund for eligible product issues, subject to availability and applicable consumer rights.
Please contact our support team before returning any product so that we can advise you on the appropriate process.
For further information, please refer to our Shipping & Return Policy.

9. Customer Support and Grievances

We aim to handle cancellation and refund requests fairly and promptly. For unresolved concerns, customers may contact us.

10. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time to reflect changes in our business practices, payment arrangements or applicable laws.
Any updates will be published on this page with a revised date. Customers are encouraged to review this policy periodically.