Refund policy

Return and Refund Policy

Last updated: May 9, 2026

Thank you for shopping at Zelora. We want you to be completely satisfied with your purchase. Please read our Return and Refund Policy carefully.

1. Return Window

You have 3 calendar days from the date your package is delivered to request a return. After 3 days, we cannot accept returns or offer refunds.

2. Conditions for Return

To be eligible for a return:

  • The item must be unused, in the same condition you received it, and in its original packaging.

  • You must provide proof of purchase (order number or receipt).

3. How to Request a Return

To initiate a return, contact us at shopify.maiva@gmail.com within 3 days of delivery with your order number and reason for return. We will provide you with a return shipping address and instructions.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item arrived damaged (see section 5).

  • Shipping costs are non-refundable. If you receive a refund, the original shipping cost will be deducted.

5. Damaged or Defective Items

If your product arrives damaged or defective:

  • You must take clear photos or a video showing the damage immediately upon unboxing.

  • Send the photos/video to shopify.maiva@gmail.com within 48 hours of delivery, along with your order number.

  • Damage claims without clear visual evidence will not be accepted. This protects against customer-induced damage.

  • Once we verify the damage, we will offer a full refund or a replacement at no extra charge, including free return shipping if we request the item back.

6. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 5–10 business days.

7. Non-Returnable Items

Certain items cannot be returned, including:

  • Gift cards

  • Downloadable software or digital products

  • Final sale or clearance items (clearly marked)

8. Late or Missing Refunds

If you haven’t received a refund after 10 business days, first check with your bank or credit card company. Then contact us at shopify.maiva@gmail.com.

9. Contact Information

For all return or damage requests, contact:

Zelora
Neugasse 34
65760 Eschborn
Germany
Email: shopify.maiva@gmail.com