Refund policy

1. Our Commitment to You

At Zoyep, your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we want to make the return and refund process as simple and stress-free as possible. Please read this policy carefully to understand your options and how we handle returns, exchanges, and refunds.

2. Return Eligibility

Not all items are automatically eligible for return. To qualify for a return, the following conditions must be met:

  • The return request must be submitted within 14 days of the delivery date
  • The item must be unused, unworn, and in its original condition
  • The item must be in its original packaging with all tags, labels, and accessories included
  • Proof of purchase (order number or confirmation email) must be provided

Items that do not meet these conditions may not be accepted for return. We reserve the right to assess the condition of returned items before approving a refund or exchange.

3. Non-Returnable Items

Certain items are not eligible for return due to hygiene, safety, or the nature of the product. These include:

  • Intimate apparel and swimwear
  • Personal care and beauty products that have been opened or used
  • Food, health supplements, or consumable products
  • Customized or personalized items made to your specifications
  • Digital products or downloadable content
  • Items marked as "Final Sale" or "Non-Returnable" on the product page

If you are unsure whether your item is eligible for return, please contact us at support@zoyep.com before sending anything back.

4. How to Request a Return

Returning an item with Zoyep is straightforward. Simply follow these steps:

  • Email us at support@zoyep.com with your order number, the item you wish to return, and the reason for the return
  • Our support team will review your request and respond within 1 to 2 business days
  • If your return is approved, we will provide you with return instructions and, where applicable, a return shipping label
  • Pack the item securely in its original packaging and send it back using the provided instructions

Please do not send items back without receiving approval from our team first, as unapproved returns may not be processed.

5. Return Shipping Costs

Return shipping costs are handled as follows:

  • If the item is defective, damaged, or incorrectly sent, Zoyep will cover the return shipping cost in full
  • If you are returning an item due to a change of mind or personal preference, the return shipping cost will be the responsibility of the customer
  • We recommend using a trackable shipping method for your return, as Zoyep is not responsible for items lost in transit during the return process

6. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome within 3 to 5 business days. If your return is approved, your refund will be processed as follows:

  • Refunds will be issued to your original payment method
  • Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank or payment provider
  • Original shipping charges are non-refundable unless the return is due to our error

If your refund is denied after inspection, we will contact you with a detailed explanation and, where possible, offer an alternative resolution.

7. Partial Refunds

In some cases, only a partial refund may be granted. This may apply when:

  • The item shows signs of use or wear beyond what was necessary to assess its condition
  • The item is returned without its original packaging or accessories
  • Only part of an order is returned while the rest is kept

The amount of any partial refund will be communicated to you clearly before it is processed.

8. Exchanges

If you would like to exchange an item for a different size, color, or product, please contact us at support@zoyep.com. Exchanges are subject to product availability. If the item you want is no longer in stock, we will offer you a refund or store credit as an alternative.

Please note that exchange requests must also be submitted within 14 days of the delivery date and are subject to the same eligibility conditions as returns.

9. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order. To help us resolve the issue quickly, please provide:

  • Your order number
  • A clear description of the issue
  • Photos or videos showing the damage or defect

Once verified, we will offer you a full refund, a replacement item, or store credit — whichever you prefer. We take quality seriously and will always make things right if we fall short.

10. Late or Missing Refunds

If you have not received your refund within the expected timeframe, we recommend taking the following steps:

  • Check your bank account or payment method again, as refunds can sometimes take a few extra days to appear
  • Contact your bank or credit card provider, as processing times can vary
  • If you have done both and still have not received your refund, please contact us at support@zoyep.com and we will investigate immediately

11. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible at support@zoyep.com. Cancellations are only possible before your order has been dispatched. Once an order has been shipped, it can no longer be cancelled and must go through our standard return process. If your cancellation request is approved, a full refund will be issued to your original payment method within 5 to 7 business days.

12. Contact Us

If you have any questions about our Return and Refund Policy or need assistance with a return, our support team is always here to help:

  • Email: support@zoyep.com
  • Website: www.zoyep.com

We aim to respond to all inquiries within 1 to 2 business days. At Zoyep, we believe every customer deserves a fair and hassle-free experience, and we are committed to making that happen.

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