Refund policy

Last Updated: June 11, 2026

Thank you for choosing Zorai. We stand firmly behind the exceptional quality of our products. To ensure total peace of mind for our United States customers, we offer a comprehensive 30-Day Free Return Policy alongside a guaranteed 10-Day Refund Processing Window.

1. The 30-Day Free Return Window

You have exactly 30 calendar days from the official delivery date (as recorded by the carrier's tracking number) to request a return. Returns initiated after this 30-day window will unfortunately not be accepted under any circumstances.

100% Free Returns: We believe in zero-friction service. There are no restocking fees, no administrative deductions, and no return shipping labels charges. Zorai provides a prepaid return shipping label via email for all valid, authorized returns within the USA.

2. Return Eligibility and Conditions

To qualify for a full refund, items must be returned in their original condition. We maintain strict criteria to avoid systemic abuse:

  • The item must be unused, unwashed, unworn, and unaltered.
  • The item must remain in its original factory packaging, complete with all original tags, protective seals, stickers, user guides, and accessories.
  • Items that show clear signs of customer damage, physical wear, cosmetics or perfume stains, or missing components will be ineligible for a full refund.

3. Step-by-Step Return Procedure

  1. Initiate the Request: Email our dedicated Customer Support team at care@zorai.shop within 30 days of delivery. State your Order Number (e.g., #ZORAI1001) and include clear digital photos demonstrating the item's current condition or any defects.
  2. Receive Your Prepaid Label: Upon approval, our team will email you a official printable Prepaid Return Shipping Label along with specific instructions on how to package the item safely.
  3. Drop Off the Package: Print out the label, affix it securely to the original shipping package, and drop it off at the designated carrier location (USPS, FedEx, or UPS as specified on the label) within 7 business days of receiving the label. Do NOT ship returns back to the original shipping address on the parcel box without explicit written consent from us.

4. Damaged, Defective, or Incorrect Items

Please inspect your package thoroughly immediately upon arrival. If the product arrives physically broken, damaged during transit, or if you receive the wrong product, please contact us immediately via care@zorai.shop. We will prioritize your request and send a brand-new replacement immediately, or issue a complete refund. For items arriving damaged, all return shipping costs are 100% covered by Zorai.

5. The 10-Day Guaranteed Refund Processing Protocol

Once your returned package arrives at our physical fulfillment center, our quality control team will inspect the items within 2 business days. Following inspection and confirmation of eligibility, we will process your refund.

The 10-Day Rule: We explicitly guarantee that all authorized refunds will be issued and processed back to your original payment method within a maximum of 10 consecutive days from the day we receive the item at our warehouse.

Please note: While Zorai releases the funds strictly within this 10-day timeline, your bank or credit card company may require an extra 2 to 5 business days to clear the funds and display them on your financial statement.

6. Final Sale and Non-Returnable Items

The following categories are strictly excluded from the standard 30-day return policy due to hygiene, safety, and operational regulations: custom-made personal goods, gift cards, and items bought under explicit clearance or liquidations marked clearly as "Final Sale" at the point of checkout.