Refund & Replacement Policy

At ZOURA, we strive to ensure every order reaches you in perfect condition. Please read our policy carefully before requesting a refund or replacement.

Returns

We do not accept returns for any products once they have been delivered.

As our products are personal care and fragrance items, returns are not permitted due to hygiene and safety reasons.

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Replacement Eligibility

Replacement requests are accepted only if you receive:

• A damaged product

• A defective product

• An incorrect product

• Missing item(s) in your order

All replacement requests must be submitted within 7 days of the delivery date.

Please note that submitting a request does not guarantee approval. Every request is thoroughly reviewed by our support team before a replacement is approved.

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Mandatory Opening Video

A clear, continuous opening/unboxing video is mandatory for all replacement claims.

The video must:

• Show the package in its sealed condition before opening.

• Clearly capture the shipping label.

• Show the entire unboxing process in one continuous recording without any cuts, pauses, or edits.

• Clearly display the issue (damage, defect, incorrect or missing item).

Replacement requests submitted without a valid opening video will not be approved.

Photos alone are not sufficient for verification.

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Replacement Process

To request a replacement, email adaanllp@gmail.com with:

• Your Order Number

• A brief description of the issue

• The mandatory opening/unboxing video

• Supporting photos (if applicable)

Our team will verify the claim. If it meets our verification criteria and policy conditions, a replacement will be approved and dispatched.

If the claim cannot be verified or does not meet the eligibility requirements, the request may be declined.

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Refunds

Refunds are provided only in cases where a replacement cannot be arranged or as determined by ZOURA after reviewing the claim.

Approved refunds will be processed to the original payment method within 7–10 business days.

Shipping charges are non-refundable unless the error occurred on our end.

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Return to Origin (RTO)

If an order is returned to us due to:

• Customer unavailability

• Incorrect or incomplete address

• Refusal to accept delivery

• Failure to respond to the courier

Any eligible refund will be processed after deducting applicable shipping and Return to Origin (RTO) charges.

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Contact Us

For any questions regarding replacements or refunds, contact us:

Email: info@zouraofficial.com

Phone: +91 81297 97004

ADAN DISTRIBUTION & PACKING LLP
Suite No. 64, Door No. 63/700, D Space
6th Floor, Sky Tower, Mavoor Road Junction
Bank Road, Kozhikode – 673001