At Zeyora, we want your shopping experience to be simple and convenient. This policy explains how we process and deliver orders, and how we handle returns, replacements and issues with your products.

1. Shipping Policy

Order Processing

Orders are processed after successful payment confirmation. We aim to process orders within [1–3 business days], excluding Sundays and public holidays.
Once your order has been dispatched, you will receive a notification with tracking details, where available.

Shipping Charges

Shipping charges, if applicable, will be displayed at checkout before you complete your purchase. Any free-shipping offers will be subject to the terms and conditions stated on our website.

Delivery Timelines

We aim to deliver orders within [5–7 business days] after dispatch, depending on your location and courier availability.
Delivery timelines are estimates and may vary due to weather conditions, public holidays, courier delays or other unforeseen circumstances.

Delivery Address

Please provide accurate shipping details, including your name, phone number, postal code and complete address, when placing an order.
Zeyora cannot guarantee delivery when incorrect or incomplete address details are provided. Please contact our support team promptly if you notice an error in your shipping details.

2. Delivery Issues

If your order is delayed beyond the estimated delivery period, please contact our support team with your order number.
We will check the shipment status with our delivery partner and provide an update. Where an order is not delivered within the promised timeline, you may request an appropriate remedy in accordance with applicable law, subject to any applicable exceptions.

3. Return Policy

As Zeyora sells packaged food products, returns are handled with due consideration for food safety and hygiene.
We accept return or replacement requests for eligible cases, including:
– Damaged products: Products received in damaged packaging or in a condition that affects their quality.
– Incorrect products: Products that differ from those ordered.
– Expired products: Products received past their expiry or best-before date.
– Defective or non-conforming products: Products that do not meet their advertised description or applicable quality requirements.
– Eligible delivery delays: Orders delivered later than the stated delivery schedule, where a return or other remedy is available under applicable law.
For any of these issues, please contact our support team as soon as possible, preferably within 48 hours of delivery, so that we can investigate promptly. This reporting period does not limit your statutory consumer rights.

Conditions for Returns

Where a return is appropriate, we may ask for photographs of the product, its packaging and the order label to help verify the issue.
For food safety reasons, please do not consume a product that appears damaged, tampered with, expired or unsafe.
We will advise you whether a return, replacement or refund is appropriate based on the nature of the issue and applicable law.
We generally do not accept change-of-mind returns for food products that have been opened or consumed, except where a remedy is required by law or the product is defective or non-conforming.

4. Replacement Policy

Where a product is damaged, defective, expired or incorrectly supplied, we may offer a replacement, subject to verification and product availability.
If a replacement is unavailable or otherwise unsuitable, an appropriate refund or other remedy will be provided in accordance with applicable law.
Any approved replacement will be arranged without imposing charges that are not permitted by law.

5. Refund Policy

Refunds may be issued in circumstances such as:
– Cancellation of an eligible order before dispatch.
– Receipt of an incorrect, damaged, expired or defective product.
– Non-delivery or other eligible delivery issues.
– Other circumstances where a refund is required by applicable law.
Once a refund is approved, it will be initiated through the original payment method wherever possible. The time taken for the money to appear in your account may vary depending on your bank or payment provider.
We will communicate the refund status and any relevant details to you.

6. Order Cancellation

You may request cancellation before an order has been dispatched by contacting our customer support team.
Cancellation requests will be assessed according to the order’s processing status. Orders that have already been dispatched may not be cancellable through the standard process.
However, this does not affect your rights in relation to defective products, delayed deliveries or other issues covered by applicable law.
If Zeyora cancels a paid order, any applicable refund will be initiated and communicated to the customer.

7. Products That Are

Generally Not Eligible for Change-of-Mind Returns
For food safety and hygiene reasons, we generally do not accept change-of-mind returns for products that:
– Have been opened or partially consumed.
– Have been damaged after delivery due to improper handling or storage by the customer.
– Are being returned solely because of a change in taste or preference.
These limitations do not apply where a return, replacement or refund is required under applicable law, including where a product is defective, damaged on arrival, expired or incorrectly supplied.

8. How to Request a Return or Refund

To request a return, replacement or refund, please follow these steps:

1. Contact our support team
   Send an email to [Support Email] with your order number and a brief description of the issue.
2. Share supporting details
   Include photographs of the product and packaging, where relevant, along with any other requested information.
3.  Wait for our response
   Our team will review your request and inform you of the next steps, including any return or replacement arrangements.

Please do not send products back without first contacting our support team, unless otherwise required by law.

9. Shipping Charges for Returns

Where a return, replacement or refund is due to an error on our part, such as an incorrect, damaged or defective product, we will arrange the appropriate return or resolution without imposing unlawful charges.
For other eligible returns, any applicable shipping charges will be communicated to you in advance and handled in accordance with applicable law.

10. Contact Us

For any questions or concerns regarding shipping, returns, replacements or refunds, please contact us.