Cancellation & Refund Policy

Before you pay

An order that is still waiting for payment can be cancelled from its page in My Orders. If payment is not completed in time, the order is cancelled automatically and the reserved items are released. Nothing is charged for an unpaid order.

After you pay, before dispatch

Paid orders cannot be cancelled online. Contact us as soon as possible with your order number. If the order has not been dispatched yet, we will try to cancel it. If we cancel a paid order, we refund the full amount you paid to your original payment method.

After dispatch

Once an order has been shipped it can no longer be cancelled. If you no longer want it, see Returns below.

Orders we cancel

We may cancel an order if a product is unavailable, the price was listed in error, we cannot deliver to the address, or we suspect fraud. We will tell you, and refund the full amount paid for anything we cancel.

You can request a return from the order's page in My Orders within 3 days of delivery. The order page shows the last date for a request and which items can still be returned.

How a return works

1. Request. Choose the items, how many, and the reason. You can add details and withdraw the request until we have reviewed it.
2. Review. We approve or decline the request. If we decline it, we tell you why on the return page.
3. Send it back. If approved, we tell you how to send the items back.
4. Inspection. When the items reach us, we check them against the request.
5. Outcome. After inspection we make the refund, or send a replacement if that is what we agreed, and update the return page.

A refund for a return is made only after the items have been received and inspected. You can follow each step on the return's page in your account.

If an item arrives damaged or defective, you receive the wrong item, or something is missing from your order, please contact us with your order number and photos of the product and packaging. You can do this from Help & Support in your account, choosing the order concerned, or by writing to support@zoyur.com.

We will review what happened, check with the delivery partner where needed, and resolve it with a refund or a replacement. We may ask you to return the item first.

• Refunds go back to the original payment method through our payment provider. We cannot refund to a different account, card or method.
• A refund can be for the whole order or for some items. For returned items, the refund is the amount you paid for those items, after any coupon discount.
• Your order page shows when a refund has been started and when it has been completed.

When you will see the money

We start the refund once it is approved. The time it takes to appear in your account after that depends on your bank, card issuer or payment app and on the payment provider, and is outside our control. If a refund has not reached you after the time your bank normally takes, contact us and we will share the refund reference so you can check with your bank.

• Failed payment. If a payment fails, the order stays unpaid and you can try again from the order page while it is still open. We do not dispatch an order until its payment has been verified.
• Money debited but the order is not paid. Sometimes a payment is debited but not confirmed to us. Contact us with your order number and the date and amount of the debit. We will check it with the payment provider and either confirm the order or refund the payment.
• Payment after the order was cancelled. If a payment reaches us after the order has already been cancelled, for example because the payment window closed, we refund that payment in full.
• Charged twice or the wrong amount. If a payment does not match your order, for example a duplicate payment for the same order, we review it and refund any amount you should not have paid.
• Disputes and chargebacks. Please contact us before raising a dispute with your bank; most problems can be resolved faster directly. If a dispute is raised, we will share the relevant order and delivery details with the payment provider and your bank so they can decide it.

For anything about a cancellation, return or refund, open a request from Help & Support and choose the order it concerns, or contact us at support@zoyur.com. See Contact Us for all the ways to reach us. If you are not satisfied with our answer, our Terms & Conditions explain how to take a complaint further.