If the goods you receive are damaged or faulty, or not what you originally ordered, Zorai Skincare will exchange the items or offer you a refund. Please notify us as soon as possible if there is a problem with your order.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. When returning an item, we will need to know your original Order Number, the item(s) you want to return, and the reason(s) for your return.

You must contact us and request a Returns Number within 14 days of receiving your order. We require a receipt or proof of purchase. We recommend that you send any returns with a reliable courier and ensure that your delivery method includes a request for a signature upon arrival. Return shipping fees are not reimbursable.

You must notify us within 14 days of the date of delivery if any of the goods are faulty or are not as ordered. If you do not inform us within 14 days, then we will have no liability for items said to be damaged/faulty/incorrect on delivery.

If your order is damaged during shipment, please contact us immediately. In the event of damage, please retain the original packaging.

It is the customer’s responsibility to ensure that returned items are adequately packaged as refunds will only be made for items that are received in good condition. We also suggest that you obtain a proof of postage certificate or use recorded delivery when returning goods as we cannot be held responsible for returned goods lost in transit. Always include proof of purchase (a copy of our invoice or receipt) and a completed Returns Form.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed.

We will replace a product only if the product was faulty or damaged. Zorai Skincare will not accept for replacement, items that have been damaged through misuse, neglect, accident or intent.

Zorai Skincare’s Returns Policy does not affect your UK statutory rights.