Returns & Refunds
Return Eligibility
We want you to love your Zoraro purchase. If something isn’t right, you have 14 days from the date of delivery to request a return. To qualify, items must meet the conditions below. This is a voluntary commercial policy and operates in addition to your statutory consumer rights.
Eligible for return
Item requested within 14 days of confirmed delivery
Unused and unworn — in the same condition as received
All original tags and labels still attached
Returned in original undamaged packaging
Accompanied by proof of purchase or order number
Items that are defective, damaged in transit, or not as described — at any time
Not eligible for return
Items returned after the 14-day window from delivery
Items that have been used, worn, or show signs of use
Clothing items that have been washed or altered
Items damaged by the customer through misuse or neglect
Items without original tags, labels, or packaging
Sale items explicitly marked “Final Sale” at time of purchase
Not sure if your item qualifies?
Contact us at info@zoraro.com before sending anything back. We will assess your situation and advise the best course of action. We would always rather help you directly than have you bear unnecessary return shipping costs.
Zoraro product categories
Our return policy applies across all Zoraro product categories, including Fashion, Home Essentials, Beauty, Kitchen, Gadgets, Garden, Kids, Pets, DIY, and Party & Halloween items, subject to the eligibility conditions above and the non-returnable items listed in Section 05.
How to Return
Please do not send items back without first obtaining a Return Authorisation (RA) from us. Unauthorised returns may not be processed. Follow the five steps below to initiate a return.
Contact us by email (preferred)
Email info@zoraro.com with the subject line “Return Request — Order #XXXXX”. Include your name, order number, the item(s) you wish to return, and the reason for return. We will respond within 1–2 business days.
Contact us by phone
Call us at +1 (740) 272-5703 during US business hours. Have your order number ready. We will guide you through the process and send written confirmation of your Return Authorisation by email.
Contact info@zoraro.com within 14 days of delivery
Email us with your order number and reason for return before the 14-day window expires. The 14-day period starts from the date your delivery was confirmed, not the date your order was placed.
Receive your Return Authorisation number and return address
We will email you a Return Authorisation (RA) number and confirm the exact return shipping address within 1–2 business days. Do not ship until you receive this confirmation — returns sent without an RA number may not be recoverable. Our default return-to address is below, for reference only:
Default return-to address
Zhouchao
4th Floor, Shuanglun Yurong, No. 288-1, Dongkang Road
Xinfeng Village, Xiaoshan District
Hangzhou, Zhejiang Province
Postal code: 311201
Pack your item securely in original packaging
Repack the item in its original packaging wherever possible. Include your RA number on a note inside the parcel. Ensure all original tags and labels remain attached. Items that arrive back damaged due to inadequate packaging cannot be refunded.
Ship using a trackable service and keep your receipt
Send your return via a tracked postal or courier service. You are responsible for the item until it is received by us, so we strongly recommend keeping your tracking number. Note: Customer pays return shipping costs for change-of-mind returns. We cover return shipping for defective, damaged, or incorrectly shipped items (see Section 06).
Receive your refund confirmation email
Once we receive and inspect your returned item, we will send a Refund Confirmation email. Your refund will then be processed to your original payment method within 5–10 business days (see Section 03 for detailed timelines by payment method).
Refund Processing
Refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item. Processing times vary by payment method. We do not charge restocking fees.
Our refund commitment
Every approved return results in a full refund to your original payment method — no deductions, no restocking fees.
Once we confirm your return is approved after inspection, we initiate the refund immediately. You will receive a Refund Confirmation email at this point. Please allow additional time for your bank or payment provider to process and post the credit to your account.
Credit & Debit Cards
Refund issued within 5–10 business days of inspection approval. Your bank may take a further 3–5 business days to post the credit to your statement.
PayPal
PayPal refunds are typically processed within 3–5 business days of inspection approval. The funds will be returned to your PayPal balance or original funding source.
Refund Confirmation Email: We send a Refund Confirmation email as soon as your refund has been processed on our end. If you have not received this email, please check your spam folder or contact us at info@zoraro.com.
Refund timeline from return receipt
Return parcel received at our facility
We email you to confirm your parcel has arrived. Day 0 of the inspection period.
Item inspection (1–3 business days)
We inspect the returned item to confirm it meets eligibility conditions. You will be notified of the outcome by email.
Refund initiated — Confirmation email sent
If approved, we initiate your refund and send a Refund Confirmation email. If not approved, we will contact you to explain why and discuss options.
Bank / payment provider processing (3–10 business days)
Your bank or payment provider processes the credit. Card refunds: 3–5 additional business days. PayPal: 3–5 business days. Total time from return receipt: up to 10–13 business days.
Funds appear in your account
The refunded amount is visible in your bank statement or PayPal balance. If funds have not appeared after 15 business days from our Refund Confirmation email, contact us immediately.
Exchanges
We offer exchanges for a different size or colour of the same item, subject to stock availability. Exchange requests must be made within the same 14-day return window from your delivery date.
Exchange eligibility & process
Request your exchange within 14 days of confirmed delivery
Exchanges available for a different size or colour of the same item only
Subject to current stock availability — we will confirm before processing
Original item must meet return eligibility conditions (unused, original packaging, tags attached)
We ship the exchange item with FREE tracked shipping once we receive and inspect the return
How to request an exchange
Email info@zoraro.com with subject “Exchange Request — Order #XXXXX”. Include your order number, the item you wish to exchange, and the size or colour you would like instead. We will check availability and confirm the exchange before you ship anything back.
If your preferred size or colour is out of stock, we will offer you a full refund instead. We do not issue store credit as a replacement for a cash refund.
Exchange shipping note
For change-of-mind exchanges (e.g. wrong size ordered), the customer is responsible for the cost of returning the original item. We will ship the replacement item to you at no additional charge using our standard FREE tracked shipping service. For exchanges due to our error (wrong item shipped, defective item), we cover all shipping costs in both directions.
Non-Returnable Items
Certain items cannot be returned or refunded due to their nature. Please review this list before purchasing. For defective or faulty versions of any item, your statutory consumer rights still apply — contact us at info@zoraro.com.
Items that cannot be returned
Personalised or custom-made items — items made to your specifications, engraved, monogrammed, or otherwise customised
Digital products — downloadable software, e-books, digital templates, or any product delivered electronically
Hazardous goods — flammable liquids, aerosols, or any items classified as hazardous for postal transport
Final Sale items — items explicitly marked “Final Sale” on the product page at the time of purchase
Gift cards — Zoraro gift cards and store credit vouchers are non-refundable and non-transferable
Hygiene-sensitive products — items with a hygienic seal that has been broken after delivery (e.g. certain beauty products, personal care items)
Important: statutory rights are not affected
These exclusions apply to our voluntary commercial return policy only. If any of the above items are defective, faulty, or not as described, your statutory rights under applicable consumer protection law still apply. Please contact us and we will assess your claim under the applicable law for your country.
Damaged or Defective Items
If your item arrives damaged, develops a manufacturing fault, or is not as described, we want to make it right. Contact us within 48 hours of delivery for transit damage, or as soon as a fault is discovered. We cover all return shipping costs in these cases.
Visible transit damage: report within 48 hours with photo evidence
If your order arrives with visible damage to the outer packaging or to the item itself, report it to us within 48 hours of confirmed delivery. Email info@zoraro.com with photographs of the outer packaging, inner packaging, and the damaged item before any further use. Photo evidence is required to process a replacement or refund for transit damage. Note: normal wear and tear through regular use is not covered under this policy.
Document the damage with photographs
Before using the item further, photograph the outer packaging, inner packaging, and the damaged or defective item from multiple angles. Keep all packaging materials as they may be required as evidence. Do not discard anything until your claim is resolved.
Contact us within 48 hours (transit damage) or upon discovery (manufacturing fault)
Email info@zoraro.com with subject “Damaged/Defective Item — Order #XXXXX”. Include your order number, a description of the fault or damage, and your photographs. We will respond within 1–2 business days with next steps.
We provide a prepaid return label (at no cost to you)
For items confirmed as damaged in transit, defective, or not as described, we will send you a prepaid return shipping label at no cost to you. You do not pay for return postage in this scenario. Simply attach the label and drop the parcel at any authorised carrier location.
Receive a replacement or full refund
Once we receive and inspect the returned item, we will offer you a replacement of the same item (subject to availability) or a full refund to your original payment method. The choice is yours. Replacements are shipped with our standard FREE tracked shipping service at no additional charge.
What we cover
Manufacturing defects and faults
Transit damage (reported within 48 hours with photos)
Wrong item delivered
Item significantly different from description
All return shipping costs for the above
What we do not cover
Normal wear and tear through regular use
Damage caused by misuse, accident, or improper care
Damage from washing against care label instructions
Cosmetic damage not affecting item functionality (minor scratches, scuffs)
Transit damage reported more than 48 hours after delivery
Consumer Rights by Region
Zoraro ships to the United States, Australia, and Canada. Your statutory consumer rights under the laws of your country apply in full and are not diminished or waived by this returns policy. Where your statutory rights are more favourable than our commercial policy, your statutory rights take precedence.
Important notice — all markets
Our return policy supplements and does not limit your rights under applicable consumer protection laws.
The 14-day return window described in this policy is a voluntary commercial policy offered by Zoraro. It operates in addition to any statutory rights you may have. Nothing in this policy constitutes a waiver of your rights under federal, state, provincial, or national consumer protection legislation.
United States
FTC rules apply. No federal right of return, but our 14-day policy applies. State consumer protection laws (including lemon laws) may provide additional rights depending on your state of residence.
Australia
Australian Consumer Law guarantees apply and cannot be excluded. You are entitled to a remedy for major failures regardless of our policy. Our liability for major failures under the ACL is not capped.
Canada
Consumer protection varies by province. Ontario CPA, BC BPCPA, and equivalent provincial statutes preserve your statutory rights regardless of this policy.
United States
There is no single federal law requiring retailers to accept returns. However, the Federal Trade Commission (FTC) requires that any return or refund policy be clearly disclosed. Our 14-day return policy is provided voluntarily and operates within applicable US federal and state law.
State laws: Certain states (including California, New York, and others) have specific consumer protection requirements regarding return policies. State “lemon laws” may apply to certain product categories. We comply with all applicable state regulations.
FTC Mail Order Rule: For orders placed online, FTC rules require us to ship within the stated timeframe or offer a cancellation and full refund. We comply fully with this requirement.
Australia — Australian Consumer Law
Under the Australian Consumer Law (ACL), schedule 2 of the Competition and Consumer Act 2010, you are entitled to automatic guarantees that our products will be of acceptable quality, fit for purpose, and match their description. These guarantees cannot be excluded, restricted, or modified.
Major failures: If a product has a major failure, you are entitled to your choice of a refund, replacement, or compensation for the drop in value. Our liability for major failures under the ACL is not limited or capped by this policy.
Minor failures: For minor failures, we may repair or replace the item. If we cannot do so within a reasonable time, you may choose a refund.
Consequential loss: You may also be entitled to compensation for other reasonably foreseeable loss resulting from a failure to comply with a consumer guarantee.
Canada — Provincial consumer protection
Consumer protection in Canada is primarily governed at the provincial level. Your rights depend on your province of residence and may include specific requirements around disclosures, cooling-off periods, and implied warranties.
Ontario: Consumer Protection Act (CPA) 2002 provides implied conditions of merchantability and fitness. You have the right to seek remedies for products that do not conform to contract.
British Columbia: Business Practices and Consumer Protection Act (BPCPA) governs consumer transactions and prohibits deceptive practices.
All provinces: Your statutory rights under the applicable provincial consumer protection legislation are preserved regardless of this policy. Please consult your provincial consumer affairs office for specific rights applicable to your situation.
Australian Consumer Law mandatory guarantee notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Zoraro’s liability for major failures under the ACL is not limited or excluded by this returns policy.
Contact Us
Our support team is here to help. If you have a question about a return, refund, or exchange, please reach out and we will do everything we can to resolve it quickly and fairly.
Get in touch
We aim to respond to all enquiries within 1–2 business days.
Before escalating to your bank or payment provider, please contact us directly. We maintain full records of every order and can typically resolve issues far faster than a bank dispute process, which can take 30–90 days.
Email us
info@zoraro.com
Response: 1–2 business days
Call us
+1 (740) 272-5703
Available during US business hours
Registered address: The Investment Management Office LLC, 8 The Green Ste 29054, Dover, Delaware 19901, USA
Need help with a return or refund?
Email us with your order number and we will guide you through the process. We typically respond within 1–2 business days.
info@zoraro.comThis policy applies to all orders placed on zoraro.com by consumers in the United States, Australia, and Canada. Your statutory rights under applicable federal, state, provincial, and national consumer protection laws apply in addition to this policy and take precedence where more favourable to you. For Australian customers: our goods come with guarantees that cannot be excluded under the Australian Consumer Law; our liability for major failures is not capped or limited by this policy. Nothing in this policy limits any right that cannot be waived under applicable law. This policy is operated by The Investment Management Office LLC, 8 The Green Ste 29054, Dover, Delaware 19901, United States of America. Effective 25 June 2026.