At Zoraena, we strive to ensure customer satisfaction with every purchase. However, if you are not completely satisfied with your purchase due to personal preference or dissatisfaction, we offer the following return and refund policy.
If You Are Not Satisfied With Your Product
- We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
- To be eligible for a return, your item must be in the same condition as received—unworn or unused, with tags, and in its original packaging.
- A receipt or proof of purchase is required.
- Customers are responsible for return shipping costs.
- Please note that returns must be sent back to our overseas warehouse.
- Once the product has been successfully returned and inspected, a full refund will be issued.
If the Item Is Defective, Damaged, or Faulty
While rare, products may occasionally be damaged during production or shipping. We are happy to resolve such issues promptly.
- We offer free returns or replacements for items that are defective, damaged, or faulty upon arrival.
- Please inspect your order upon receipt and contact us immediately if the item is damaged, defective, or incorrect.
- Be sure to include clear photos of the damaged or faulty item so we can assess the issue.
- We will provide either a replacement or a 100% refund, based on your preference.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without providing justification.
Returned items must be in the same condition as received—unworn or unused, with tags, in original packaging—and accompanied by a receipt or proof of purchase.
Return Process
- To initiate a return, please contact us at info@zoraena.com.
- If your return is approved, we will provide instructions on how and where to send your package.
- Items returned without prior authorization will not be accepted.
- Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
- If approved, refunds will be issued to your original payment method within 10 business days.
- Please allow additional time for your bank or credit card provider to process the refund.
- If more than 15 business days have passed since approval and you have not received your refund, please contact us at info@zoraena.com.
Exceptions / Non-Returnable Items
The following items are not eligible for return:
- Perishable goods (e.g., food, flowers, plants)
- Custom or personalized items
- Personal care products (e.g., beauty items)
- Hazardous materials, flammable liquids, or gases
If you have questions about whether your item qualifies for return, please contact us before initiating a return.
Refund Exceptions
- No refunds will be issued if delivery fails due to incorrect address details, incorrect email address, or missing contact information provided by the customer.
- Once an order is marked as “delivered” by the courier, we are no longer responsible for its handling or location.
- Order cancellations within 24 hours are subject to a $5.00 AUD cancellation fee to cover payment processor charges.
- Parcels returned to sender or not collected by the customer may not be eligible for a refund.
Undeliverable Parcels
Due to increased global shipping costs, we are unable to re-deliver parcels in the following situations:
- The customer provided an incorrect shipping address, resulting in the parcel being marked as “returned to sender.” Such parcels may be destroyed by the carrier.
- The customer failed to collect the parcel from the local post office after a delivery attempt. If not collected within the carrier’s holding period, the parcel may be destroyed.
Need Help?
If you have any questions or need assistance, please contact our Customer Support Team at info@zoraena.com. We are here to help.
Policy Updates
We reserve the right to update or modify this Return & Refund Policy at any time. It is the customer’s responsibility to review the most current version before making a purchase. By purchasing and using Zoraena products, you agree to this policy.