Return & Refund Policy
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At Zorelie, we want customers to have a clear and fair process when a product does not meet their expectations. This Return & Refund Policy explains our 90-Day Risk-Free Trial, return eligibility requirements, defective-item claim procedures, replacement options, return shipping responsibilities, and refund processing timelines.
This policy applies to eligible products purchased directly through Zorelie.co. Purchases made through a third-party marketplace, reseller, or other website are subject to that seller’s return and refund terms.
```1. 90-Day Risk-Free Trial
```Eligible products purchased directly from Zorelie may be returned within 90 calendar days from the documented delivery date.
The delivery date shown by the applicable shipping carrier will generally be used to determine when the 90-day period begins. If carrier tracking is unavailable or materially inaccurate, Zorelie may use other reasonable delivery evidence.
To qualify, the customer must contact Zorelie before the 90-day period expires and follow the return authorization instructions provided by our customer support team.
The 90-Day Risk-Free Trial allows reasonable product inspection and ordinary trial use. It does not cover damage caused by misuse, abuse, unauthorized modification, neglect, improper storage, accidents, or use that is materially inconsistent with the product instructions.
The phrase “risk-free” refers to the ability to request an eligible return within the stated 90-day period. It does not mean that every order automatically qualifies for a refund without review or that customers may keep both the product and the refunded purchase amount.
```2. Return Eligibility
```A return may be eligible when all of the following requirements are met:
- The product was purchased directly through Zorelie.co;
- The return request is submitted within 90 calendar days of delivery;
- The customer provides a valid order number and the email address used at checkout;
- The product is returned in accordance with the written return instructions provided by Zorelie;
- The product has not been intentionally damaged, materially altered, or misused;
- All required product components are included unless they were missing at delivery;
- The return is sent to the authorized return address provided by Zorelie customer support.
Zorelie may request photographs, video, packaging images, serial numbers, shipping-label information, or other reasonable evidence to confirm product condition and determine the appropriate resolution.
Meeting the initial submission requirements does not automatically guarantee approval. Each request is reviewed based on the available information, product condition, purchase record, applicable policy terms, and applicable law.
```3. How to Start a Return or Submit a Claim
```To initiate a return, refund request, replacement request, or defective-item claim, email support@zorelie.co within 90 calendar days of delivery.
Please include:
- Your full name;
- Your Zorelie order number;
- The email address used during checkout;
- The name of the product involved;
- A clear explanation of the reason for the request;
- Clear photographs or a short video when the item is damaged, defective, incomplete, misprinted, or incorrect;
- Photographs of the shipping package and shipping label when the issue may have occurred during transit.
Zorelie generally responds to return and claim requests within 1–2 business days. This response timeframe does not include the time needed to complete a carrier investigation, receive a returned product, inspect the item, issue a replacement, or process a refund.
Customers must wait for written return authorization and instructions before mailing a product.
Do not return a product without prior written authorization. Unauthorized returns may be refused, delayed, returned to the sender, or become ineligible for reimbursement.
```4. Damaged, Defective, Incomplete, or Incorrect Products
```If an order arrives damaged, defective, incomplete, materially different from the product ordered, or contains an incorrect item, contact Zorelie as soon as reasonably possible.
Examples may include:
- A product that is damaged upon arrival;
- A manufacturing defect that prevents ordinary use;
- A materially incorrect size, model, color, or product;
- A missing component that should have been included;
- A product materially different from its applicable product description;
- A significant printing or manufacturing error.
After reviewing the submitted evidence, Zorelie may offer one of the following remedies, depending on the circumstances:
- A replacement product;
- Replacement of a missing or damaged component;
- A refund to the original payment method;
- Another resolution agreed to by the customer and Zorelie.
Zorelie may require the affected item to be returned before issuing a replacement or refund. In some cases, Zorelie may determine that returning the item is unnecessary.
For an approved claim involving a verified manufacturing defect, shipping damage, missing component, or incorrect product caused by Zorelie or its fulfillment provider, Zorelie will provide appropriate return instructions and will cover reasonable standard return shipping when a physical return is required.
Defects arising after the 90-day return period may be reviewed under the Zorelie Warranty Policy.
```5. Change-of-Mind and Satisfaction Returns
```Eligible products may be returned within the 90-day return period when a customer changes their mind or decides that the product is not suitable for their needs.
For a change-of-mind return:
- The customer must request authorization within 90 calendar days of delivery;
- The product must satisfy the condition requirements described in this policy;
- The customer is responsible for return shipping costs unless Zorelie agrees otherwise in writing;
- The original outbound standard shipping charge is non-refundable when a separate shipping charge was paid, except where required by law;
- Optional expedited or premium shipping charges are non-refundable after the service has been provided, except where required by law.
Zorelie currently offers free standard shipping on eligible United States orders. When no outbound shipping charge was collected, no outbound shipping amount will be deducted from the eligible product refund.
```6. Product Condition Requirements
```Products returned under the 90-Day Risk-Free Trial should be in reasonably returnable condition.
Reasonable inspection and ordinary trial use may be permitted. However, the following may reduce or eliminate refund eligibility:
- Excessive wear beyond reasonable evaluation;
- Damage caused by improper installation or assembly;
- Damage caused by misuse, abuse, negligence, or an accident;
- Damage caused by unauthorized repair or modification;
- Missing essential parts, accessories, manuals, or included components;
- Contamination, strong odors, excessive dirt, or conditions that create a health or safety concern;
- Removal, alteration, or destruction of identifying labels or serial numbers;
- Damage caused after delivery that is unrelated to a product defect.
Original packaging is recommended because it helps protect the product during return transit, but it is not always required unless the packaging is an essential part of the product or Zorelie specifically requests it.
Customers are responsible for packaging returns securely. Zorelie is not responsible for additional damage caused by insufficient return packaging when the customer arranges the return shipment.
```7. Non-Returnable Items and Exclusions
```The following products or situations may be excluded from return eligibility, except where applicable law requires otherwise:
- Products not purchased directly from Zorelie.co;
- Return requests submitted after the 90-day return period;
- Products intentionally damaged, materially altered, or misused;
- Products damaged through improper care, storage, assembly, or operation;
- Personalized, custom-made, or specially configured products when clearly identified as non-returnable before purchase;
- Digital products, downloadable materials, or activated digital services after delivery or access has been provided;
- Gift cards or store-credit certificates;
- Items marked as final sale before checkout, unless defective or otherwise required by law;
- Unauthorized returns sent without written return instructions;
- Products returned to an incorrect or unauthorized address.
A promotional discount does not automatically make a product final sale. Any final-sale restriction will be clearly disclosed on the applicable product page or during checkout before the order is completed.
```8. Return Shipping Costs
```Approved Defective or Incorrect-Item Claims
When Zorelie confirms that a product arrived defective, damaged, incomplete, or incorrect due to an error by Zorelie, its fulfillment provider, or the shipping process, Zorelie will cover reasonable standard return shipping when a return is required.
Customers must use the return method or shipping instructions approved by Zorelie. Zorelie may not reimburse expedited shipping, premium shipping, insurance, or other optional services purchased without prior written approval.
Change-of-Mind Returns
For an eligible change-of-mind or satisfaction return, the customer is generally responsible for the cost of returning the product.
Customers should use a trackable shipping method and retain the receipt and tracking number until the refund has been completed.
Zorelie is not responsible for customer-arranged return shipments that are lost, misdirected, delivered to an unauthorized address, or damaged before reaching the authorized return facility.
Cash-on-Delivery Returns
Zorelie does not accept returns sent cash on delivery, postage due, or with collect-on-delivery charges unless expressly authorized in writing.
```9. Authorized Return Address
```When a defective-item return has been reviewed and approved, Zorelie may instruct the customer to send the item to:
YCMY-011495 E Locust St
Ontario, CA 91761
United States
Postal Code: 91761
Telephone: +1 (626) 242-3347
This address is a return processing location and is not Zorelie’s customer support office or retail location.
The telephone number listed for the return facility is provided for carrier and delivery-reference purposes. Customer service questions should be directed to support@zorelie.co or +1 (501) 474-0054.
Do not send a return to this address unless Zorelie has provided written authorization.
The correct return location may vary depending on the product, claim type, warehouse assignment, or operational requirements. Customers must use the exact return address stated in the written return authorization.
Business Mailing Address
PureHealthONE LLCZorelie
30 N Gould St Ste N
Sheridan, WY 82801
United States
The Wyoming address above is Zorelie’s business mailing address. It is not a general product return warehouse.
Products sent to the business mailing address without authorization may be refused, delayed, returned to the sender, or become ineligible for processing.
```10. Returning the Product
```After receiving return authorization, the customer should:
- Package the product securely to prevent transit damage;
- Include any information requested in the return authorization;
- Use the return address provided by Zorelie;
- Use the approved shipping method when Zorelie supplies a return label;
- Keep the shipping receipt and tracking number until the return is completed.
A product is not considered returned until it has been delivered to and accepted by the authorized return facility.
Carrier transit time for a return is separate from Zorelie’s inspection and refund-processing time.
```11. Refund Processing
```Once an authorized return is received, Zorelie will inspect the product and confirm whether the return satisfies the applicable eligibility requirements.
Customers will be notified when the return has been approved, rejected, or requires additional information.
Approved refunds are generally submitted to the original payment method within 5–10 business days after approval.
After Zorelie submits a refund, the customer’s bank, credit card issuer, payment processor, or digital wallet provider may require additional time to post the funds to the customer’s account. Zorelie does not control external financial-institution processing times.
Refunds will normally be issued in the original transaction currency and to the original payment method used for the purchase.
Zorelie does not generally issue cash refunds, check refunds, or refunds to an unrelated payment account.
Additional information about payment authorization, billing, and payment methods is available in the Payment Policy.
```12. Partial Refunds and Deductions
```A partial refund may be considered when:
- A product is returned with missing non-essential components;
- The returned product has damage unrelated to the original claim;
- The product shows use materially beyond reasonable inspection or trial;
- An optional service has already been provided and is non-refundable;
- Another partial resolution is agreed to by the customer and Zorelie.
Zorelie will not apply an undisclosed deduction. When a deduction is considered necessary, Zorelie will explain the reason and the proposed refund amount to the customer.
Zorelie does not charge a standard restocking fee for eligible returns. This does not prevent deductions for missing items, customer-caused damage, or other documented loss where permitted by law and disclosed to the customer.
```13. Replacements and Exchanges
```When an approved claim qualifies for a replacement, Zorelie will generally replace the affected product with the same product or an equivalent product when the original item is unavailable.
Replacement availability depends on inventory, product status, shipping destination, and other operational factors.
If an appropriate replacement is unavailable, Zorelie may offer a refund to the original payment method.
Zorelie does not guarantee direct exchanges for a different product, size, model, or color. When a direct exchange is unavailable, the customer may be asked to complete an authorized return and place a separate order.
Replacement products are shipped only after the claim has been approved and any required return or verification steps have been completed.
```14. Order Cancellations
```Customers may request an order cancellation by contacting support@zorelie.co as soon as possible after placing the order.
Cancellation requests are not guaranteed. Once an order has entered fulfillment, received a shipping label, or been transferred to a carrier, it may no longer be possible to cancel or modify the order.
If a cancellation is approved before shipment, any successfully collected payment for the canceled products will be refunded to the original payment method.
If the order has already shipped, the customer may need to wait for delivery and request a return under this policy.
```15. Refused, Unclaimed, and Undeliverable Packages
```Customers are responsible for providing an accurate and complete delivery address.
If a package is refused, unclaimed, or returned because of an incorrect, incomplete, inaccessible, or undeliverable address, Zorelie will review the order after the package has been returned to an authorized facility.
Any refund or reshipment will depend on:
- The condition of the returned product;
- The reason for the failed delivery;
- Whether the shipping information supplied at checkout was accurate;
- Any non-refundable carrier or reshipment costs;
- Applicable law.
Additional shipping charges may apply when reshipment is requested because of a customer-provided address error. Any charge will be disclosed before the package is resent.
```16. Missing, Lost, or Delayed Packages
```A package that is still moving through the carrier network does not automatically qualify for a refund.
If an order is delayed, tracking has stopped updating, or the package is marked delivered but cannot be located, follow the procedures described in the Shipping Policy.
Zorelie may need to complete or substantially advance a carrier investigation before determining whether a replacement or refund is appropriate.
Customers should not submit duplicate refund claims, carrier claims, and payment disputes for the same order without disclosing those actions to Zorelie.
```17. Warranty Claims
```Eligible products are covered by Zorelie’s one-year limited international warranty, subject to the terms, limitations, exclusions, and claim procedures stated in the Warranty Policy.
The 90-day return period and the one-year limited warranty are separate protections:
- The 90-day return period applies to eligible return requests submitted within 90 days of delivery;
- The limited warranty generally applies to qualifying defects that arise during the applicable warranty period;
- Warranty coverage does not extend the 90-day change-of-mind return period;
- Warranty remedies may differ from return-policy remedies.
18. Promotional Purchases, Bundles, and Gifts
```Products purchased with a discount remain eligible for return unless the applicable offer was clearly identified as final sale before checkout.
When returning a product purchased as part of a bundle, multi-buy offer, or package discount, the refund may be recalculated based on the items retained by the customer and the terms of the original promotion.
Free promotional items may need to be returned when the qualifying purchase is returned. If a promotional item is not returned, Zorelie may deduct its disclosed retail or promotional value from the refund where permitted by law.
Any applicable recalculation or deduction will be explained before the refund is finalized.
```19. Payment Disputes and Chargebacks
```Customers are encouraged to contact Zorelie first so that our team can review and attempt to resolve an order issue.
Initiating a payment dispute or chargeback does not automatically cancel the order or establish refund eligibility.
When a chargeback or payment dispute is active, Zorelie may be required to follow the payment provider’s dispute process before issuing a separate refund.
Zorelie may provide the payment provider with relevant transaction records, order confirmations, correspondence, shipping information, delivery evidence, and policy information in accordance with our Privacy Policy.
```20. Consumer Rights and Legal Disclaimer
```Nothing in this Return & Refund Policy limits any consumer protection right or remedy that cannot legally be excluded, restricted, or waived under applicable federal, state, or local law.
Where applicable law provides a customer with rights that are more favorable than the terms stated in this policy, the applicable legal requirements will control.
Zorelie reserves the right to deny returns involving fraud, abuse, materially false claims, repeated policy misuse, altered evidence, or products not purchased from Zorelie.
A return may not be denied solely because a customer exercised a lawful consumer right.
This policy should be read together with the Terms of Service, Shipping Policy, and Warranty Policy.
```21. Changes to This Policy
```Zorelie may update this Return & Refund Policy to reflect changes in business operations, products, legal requirements, payment services, fulfillment arrangements, or customer service procedures.
The version that applies to an order will generally be the version published at the time the order was placed, unless a later version provides the customer with more favorable terms or a change is required by law.
The “Last updated” date at the top of this page identifies the most recent revision.
```22. Contact Zorelie
```For return, refund, replacement, cancellation, or defective-product questions, contact:
- Brand: Zorelie
- Legal business name: PureHealthONE LLC
- Customer support email: support@zorelie.co
- Customer support phone: +1 (501) 474-0054
- Business hours: Monday–Friday, 8:00 AM–4:00 PM Eastern Time
- Business mailing address: 30 N Gould St Ste N, Sheridan, WY 82801, United States
Messages received outside normal business hours, on weekends, or on United States federal holidays will generally be reviewed on the next available business day.
```