Refund policy

Refund & Return Policy

Thank you for shopping with Zephiora. We are committed to providing you with premium products and a seamless shopping experience. Please review our Return & Refund Policy below to understand how we handle replacements, refunds, and order issues.

Quick Policy Summary:

  • Physical Returns: Not accepted. If your claim is approved, you keep the item — no stressful return shipping or trips to the post office!
  • Refunds & Free Replacements: Guaranteed for any damaged items, wrong/missing products, or delivery issues caused during transit or fulfillment.

1. Eligible Issues for Refund or Replacement

You qualify for a full refund or a free replacement under the following circumstances:

  • Damaged or Defective Items: If your product arrives broken, cracked, or malfunctioning, report it within 30 days of delivery with photo or video evidence.
  • Wrong or Incomplete Item: If you received the wrong variant (color, size, or model) or are missing items/accessories from your order.
  • Lost or Delayed Shipment: If your tracking shows no movement past the estimated delivery window (8 business days), or if the package is deemed lost in transit.
  • Pre-Fulfillment Cancellation: If you request an order cancellation before your order has been processed and forwarded to fulfillment.

2. Required Evidence for Claims

To validate and expedite your claim with our fulfillment team, please provide the following when contacting us:

  • Your Order Number and the email address used at checkout.
  • For Damaged/Defective Items: Clear photos or a short video demonstrating the defect or physical damage.
  • For Wrong/Missing Items:
    1. Photo of the item received.
    2. Photo of the original product packaging.
    3. Photo of the shipping label with tracking details clearly visible.
  • For Delivered but Missing Packages: If carrier tracking states "Delivered" but you did not receive it, a non-delivery confirmation or case reference from the local postal provider (e.g., USPS) is required.

3. How to Submit a Claim

  1. Email our Customer Care team at connect@zephiora.com with the subject line "Refund/Replacement Request - [Your Order Number]".
  2. Attach the necessary photos, videos, and details described in Section 2.
  3. Our support team will review your claim and respond within 24–48 business hours with confirmation.

4. Refund Timeline & Payout

  • Approved Refunds: Once approved, refunds are credited directly to your original payment method (Credit Card, PayPal, Apple Pay, etc.).
  • Processing Time: Refunds typically appear in your account within 5–10 business days, depending on your financial institution.
  • Free Replacements: If you choose a replacement, a brand-new unit is dispatched promptly with a new tracking link sent to your email.

5. Order Cancellations & Modifications

We process orders quickly to ensure rapid delivery. If you need to cancel or change your order, you must contact us within 12 hours of placement. Once an order has entered processing or shipped, it cannot be canceled.

6. Customer Support Contact

Have questions about your order or need assistance? Reach out to us:

  • Email: connect@zephiora.com
  • Support Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
  • Response Time: Within 24 business hours