Refund Policy
At Zaya Naturel, we are committed to offering high-quality, handmade skincare products that are crafted with natural ingredients. Your satisfaction is important to us, and we take pride in the care and attention put into each item. Due to the nature of our products, we have specific guidelines regarding refunds and exchanges.
Refunds and Returns Policy
Due to Health and Safety Concerns:
For the protection of our customers, we cannot accept returns on skincare, body care, or personal care items. This includes any products that are opened, used, or otherwise not in their original, sealed condition. Because our products are applied directly to the skin, reselling returned items would compromise safety and hygiene.
Damaged or Defective Products
If you receive a product that is damaged or defective, please reach out to us immediately at Refunds@zayanaturel.com within 7 days of receiving your order. You may be asked to provide photos of the damage or defect. Once we verify the issue, we will offer either a replacement product or a full refund based on your preference.
Lost or Incorrect Orders
If your order arrives incorrectly or is lost during shipping, please contact us within 14 days of the delivery date (or expected delivery date for lost packages). We will work with you to resolve the issue by providing a replacement or refund.
Non-Refundable Items
We cannot provide refunds for:
- Opened or used products
- Discounted or sale items
- Gift cards
- Any downloadable content (documents, links, or templates)
- Products purchased from third-party retailers (only purchases made directly through Zaya Naturel are eligible for refunds)
Order Cancellations
If you wish to cancel an order, please contact us within 12 hours of placing it. Once your order has been processed (a shipping label has been created and the shipping confirmation email has been sent to you) and shipped, we cannot guarantee cancellation. If you wish to return the item and it has been unopened and unused, contact us about a refund. Once we receive the item, a refund may be granted.
Refund Times
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Refunds may take up to 4 weeks before they appear on the customer’s bank statement – most cases will be quicker, however due to return shipping time (3-9 business days), return processing (4-6 business days), and refund requests to the bank (4-9 business days), it can take up to 4 weeks.
Late or Missing refunds
If you were issued a refund but haven’t received it yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@zayanaturel.com
Shipping Costs
Shipping costs are non-refundable and the customer is responsible for all shipping costs for returns unless it was an error on our part. If the wrong order was sent or the items were damaged during transit, we will cover the return shipping costs and the cost to ship new items if a return was accepted.
Contact Us
If you have any questions or concerns about our refund policy or an issue with your order, please don't hesitate to reach out to us at Refunds@zayanaturel.com
We are happy to assist you in any way we can!
Final Notes
We appreciate your understanding of our health and safety policies regarding skincare returns. At Zaya Naturel, our top priority is your satisfaction, and we strive to ensure you receive products that meet the highest standards of quality and care.
If you would like to request a refund, please click here