Refund & Exchange Policy

Zelriya (Group of Cosmetics Division) is dedicated to ensuring your complete satisfaction with every purchase. If you receive a damaged or incorrect item, we are here to help.

 

1. Eligibility Window

 

A request for a refund or replacement must be initiated within two (2) calendar days of the customer receiving the delivery. Requests made after this 2-day period will not be accepted.

 

2. Conditions for Refund/Replacement

 

This policy is strictly applicable only under the following conditions:

  • Damaged Item: The product received is physically broken, cracked, or unusable upon arrival.

  • Wrong Item Shipped: The product delivered is different from the item ordered (e.g., incorrect shade, size, or a completely different item).

Note: We do not offer refunds or exchanges for reasons other than damage or wrong item delivery.

 

3. Mandatory Proof Requirement (Video Evidence)

 

To ensure the integrity of our return process and protect both the customer and the company, video evidence is mandatory for all refund or replacement claims.

 

The "Unboxing" Video Rule

 

  • The customer must record a continuous, unedited video clearly showing the opening of the delivered parcel.

  • The video must start before the package is opened and clearly show the shipping label and the intact condition of the outer packaging.

  • The video must proceed uninterrupted, showing the full process of opening the parcel and clearly displaying the condition of the damaged or incorrect item inside.

 

Non-Compliance

 

  • Any video submitted that is recorded after the parcel has already been opened will not be accepted as valid proof, and the claim for refund or replacement will be rejected.

 

4. Refund and Exchange Process

 

  1. Initiation: The customer must immediately contact our Customer Service team via email at info@Zelriya.com or WhatsApp at +92 309 1400 467 within the 2-day window.

  2. Submission of Proof: The customer must attach the mandatory unedited video proof along with a clear description of the issue.

  3. Verification: Our team will review the evidence. Once the claim is verified as valid and the video proof meets the criteria, we will process the request.

  4. Resolution:

    • Replacement: We will dispatch the correct or non-damaged item to you as quickly as possible.

    • Refund: If a replacement is not possible, a full refund of the product cost will be processed to the original payment method within [Insert Number, e.g., 7-10] business days.

 

5. Contact Information for Claims

 

Please submit all refund and exchange claims and mandatory video proof to:

  • Email: info@Zelriya.com

  • WhatsApp/Phone: +92 309 1400 467