Return & Refund Policy

At Zoralia, your satisfaction is our top priority. If you are not completely satisfied with your purchase, you can return it under the following conditions.

Returns

You can return most new, unopened items within 100 days of delivery for a full refund.

All returns must be in their original condition and include all original packaging and labels.

Return procedure

To initiate a return, please contact our customer service team at service@zoralia.de for further instructions.
Return address: GLP Logistics Park, 404, 4th Floor, Zhenxing North Road, Jianggao Town, Baiyun District, Guangzhou City, China.
Shipping costs: The customer is responsible for the shipping costs of returning an item. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from your refund.

Please note: All returns must be sent to our warehouse in China. Since this is an international return, shipping costs may be significantly higher than for a local return. These costs are entirely the responsibility of the customer. Therefore, we recommend contacting us first at service@zoralia.de to contact us, in many cases we can offer a suitable solution without requiring you to return the item.

Exceptions

Certain types of items cannot be returned, including:

Personalized or perishable products.
Digital downloads and license codes.
Products returned more than 100 days after delivery.
Items that are not in their original condition, are damaged, or have missing parts for reasons not attributable to us.

Refunds

Refunds are issued to the original payment method once we have received and processed the returned item. There is no restocking fee. We strive to process refunds within 10 business days of receiving the item, but this may vary depending on the processing times of your bank or payment provider.

Specific return procedures

Exchange: We do not accept direct exchanges. The easiest way is to return the product for a refund and place a new order on our website.
Change of mind: You can return unopened products in their original condition within 100 days for a full refund.
Defective items: If you receive a defective product, please contact our customer service immediately to arrange a return or replacement.
Damaged goods: Please report damaged items immediately to our customer service for further instructions.
Wrong product received: If the wrong product was delivered, please contact our customer service so we can correct this.
Order not received: If your order has not arrived within the expected delivery time, please contact our customer service.
Cancellation: You can cancel your order within 1 hour of placing it by contacting our customer service. After this 1-hour window, we can no longer accept cancellations as internal processing begins immediately. If your order has already been shipped, it must be returned according to our standard return procedure.

Shipping costs

The customer is responsible for the shipping costs of returning an item. Shipping costs are non-refundable. Please note that all returns go to our warehouse in China and international shipping costs can be significant.

Refund policy