Refund & Return Policy

REFUND & DISPUTE RESOLUTION POLICY

Zumars is committed to fair, transparent, and prompt resolution of refund and payment issues between buyers and sellers.

2.1 Refund Eligibility

Refunds may be approved when:

1. The item was returned under the 14-day return policy
2. The wrong, defective, or damaged product was delivered
3. The item never arrived or was lost in transit
4. A seller failed to ship within the stated time
5. A duplicate payment or unauthorized charge occurred

Refunds will not be issued when:

1. The claim is filed after 14 days from delivery
2. The product was intentionally damaged or misused
3. The item is a non-returnable product category

2.2 Refund Process

1. Refunds are credited to your original payment method or Zumars Wallet Credit (based on your preference).
2. Processing time: 5–14 business days after inspection or dispute resolution.
3. Zumars Wallet Credit refunds process faster (1–3 business days).

2.3 Partial Refunds

Partial refunds may apply for:

1. Missing packaging or accessories
2. Late returns beyond 14 days (if accepted at Zumars’ discretion)
3. Minor usage signs or incomplete products

2.4 Dispute Resolution Procedure

If a problem arises, follow these steps:

1. Go to My Orders → Report an Issue.
2. Describe the issue and upload evidence (photos/videos).
3. Zumars’ Resolution Team will review your case within 3–5 business days.
4. A resolution will be issued — refund, replacement, or denial based on evidence.

If an issue remains unresolved, you may escalate to our Payment Processor (Stripe, or PayPal) under their buyer protection policy.

2.5 Unauthorized Transactions

1. Report suspicious or unauthorized activity immediately to support@zumars.com.
2. Our fraud prevention team will investigate and, if verified, issue a refund for unauthorized charges.

2.6 Legal Rights

This policy complies with U.S. consumer protection laws. Any conflicts between this document and your local laws will defer to your statutory consumer rights.

RETURN POLICY

At Zumars, your satisfaction is our top priority. We want you to love every purchase, but if something isn’t right, you can return it within 14 days of receiving your order.

3.1 Eligibility

To be eligible for a return:

1. You must request it within 14 days of delivery.
2. Items must be unused, unworn, unwashed, and in original packaging with all tags attached.
3. Items must be free of stains, makeup, pet hair, or damage.

Non-returnable items include:

1. Personalized or custom-made items
2. Items marked as Final Sale or Non-Returnable
3. Opened beauty, health, or hygiene products
4. Underwear, swimwear, and other intimate apparel (if hygiene seal is broken)
5. Free gifts and promotional items

3.2 How to Request a Return

1. Log in to your Zumars Account → My Orders.
2. Select Request Return/Refund and choose a reason.
3. Attach photos (if applicable).
4. Once approved, you’ll receive a return label or instructions via email or app notification.
5. Ship the item back within 7 days of approval.

3.3 Return Shipping

1. First return per order – Free shipping label provided by Zumars.
2. Additional returns – shipping cost may be deducted from refund.
3. Customers are responsible for securely packaging items and obtaining proof of shipment.

3.4 Refund Processing

1. Once the returned item is received and inspected, the refund will be issued to your original payment method within 5–14 business days.
2. Alternatively, you may receive Zumars Wallet Credit (processed faster — usually within 1–3 days).
3. Your financial institution may require extra time to post funds.

3.5 Refund Without Return

For certain low-value or damaged items, Zumars may grant a refund without requiring a return. You may be asked to submit photos or videos for verification.

3.6 Order Cancellations

Orders may be cancelled before shipping only. Once shipped, you must complete the return process after delivery.