Refund policy

Last Updated: September 2026

At ZURA HQ, we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect, or incomplete product, please contact us so we can review the issue and provide an appropriate solution.

1. Eligibility for Returns

You may request a return or replacement if:

  • You received the wrong product.
  • The product arrived damaged or defective.
  • Your order is incomplete or missing an item.
  • The product has a significant issue that was present when you received it.

Products must generally be returned in their original condition, packaging, and accessories where applicable.

2. Return Request Period

Please contact ZURA HQ within 7 days of receiving your order if you need to request a return or replacement.

Requests submitted after this period may not be accepted unless required by applicable law.

3. Items That May Not Be Eligible

Returns may not be accepted for products that:

  • Have been used, damaged, or altered after delivery
  • Are missing original packaging or accessories
  • Have been damaged due to misuse or improper handling
  • Are returned without prior approval from ZURA HQ

Certain products may have specific return conditions due to their nature.

4. How to Request a Return

To request a return, please contact us with:

  • Your name
  • Order number
  • Phone number
  • Reason for the return
  • Clear photos or videos showing the issue, if applicable

Our team will review your request and provide further instructions.

5. Damaged or Incorrect Orders

If your parcel arrives damaged or you receive an incorrect product, please contact us as soon as possible and provide clear photos or videos of the product and packaging.

After reviewing the case, we may offer a replacement, exchange, refund, or another appropriate solution.

6. Refunds

If your refund is approved, we will inform you about the refund process.

For Cash on Delivery orders, we may request the necessary information required to process an approved refund.

Refund processing times may vary depending on the payment method and financial institution.

7. Return Shipping

If the return is due to our error, such as sending the wrong or defective product, ZURA HQ may cover the applicable return shipping cost.

If a return is requested for another reason, the customer may be responsible for the applicable return shipping charges.

8. Order Cancellation

If you want to cancel an order, please contact us as soon as possible before the order is dispatched.

Once an order has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

9. Exchanges

Where applicable, an eligible product may be exchanged for another product or replacement. Exchange availability depends on product availability.