Refund policy

Refund & Return Policy

Effective Date: 29 August 2026

At Zenoraa, we are committed to providing genuine professional beauty and salon products in good condition. We carefully inspect and pack orders before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete order, we are here to assist you.

1. Eligibility for Returns

A return or replacement request may be accepted in the following situations:

The product received is damaged during transit.
You received a wrong product or a product different from what you ordered.
The product is missing, defective, or incomplete.
The product received has a manufacturing defect.

To be eligible for a return or replacement, the product must generally be unused, unopened, and in its original packaging, with all labels, seals, accessories, and accompanying items intact.

2. Non-Returnable Products

Due to hygiene, safety, and product-quality considerations, the following products generally cannot be returned once opened or used:

Opened or used cosmetics and beauty products.
Products with broken or removed seals.
Hair-care, skin-care, facial, manicure, pedicure, and salon-use products that have been opened.
Products damaged after delivery due to improper handling or storage by the customer.
Products purchased under clearance, special liquidation, or non-returnable offers, where specifically mentioned on the product/order page.

If a product has been delivered with a defect or damage, please contact us before opening or using it.

3. Time Limit for Raising a Return Request

Any return, replacement, damage, shortage, or incorrect-product complaint should be reported to us within 48 hours of delivery.

Requests received after this period may not be eligible for return or replacement.

4. Unboxing Video

For damaged, incorrect, missing, or incomplete orders, customers are strongly advised to record a continuous unboxing video from the time the package is unopened until the product and its contents are completely visible.

The unboxing video may be requested by Zenoraa for verification and claim processing.

5. How to Request a Return or Replacement

To raise a request, please contact us through:

Email: zenoraaprofessional@gmail.com
Phone/WhatsApp: 9560253301

Please provide:

Order number
Customer name
Product name
Reason for the return/replacement
Clear photographs of the product and packaging
Unboxing video, wherever applicable

Our team will review the request and inform you about the next steps.

6. Return Approval

All return and replacement requests are subject to verification and approval by Zenoraa.

If the request is approved, we will provide instructions regarding the return shipment. Customers should not send products back to us without receiving confirmation from our team.

7. Refunds

Once the returned product is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, the refund will generally be processed to the original payment method used for the order.

The time taken for the amount to reflect in your account may vary depending on the payment gateway, bank, or financial institution.

For Cash on Delivery orders, the refund may be processed through an appropriate electronic payment method after the required customer details are obtained.

8. Replacement

Where appropriate and subject to availability, Zenoraa may offer a replacement instead of a refund for:

Damaged products
Wrong products
Manufacturing defects
Missing or incomplete products

If the same product is unavailable, we may offer an alternative resolution, including a refund, as applicable.

9. Products Damaged During Delivery

If your package appears visibly damaged at the time of delivery, please take photographs/videos of the package before opening it.

If you receive a damaged product, notify us within 48 hours of delivery with the required photographs and video evidence.

We will review the matter and, where the claim is approved, provide an appropriate resolution.

10. Incorrect Product Received

If you receive a product different from the product ordered, please do not open or use it.

Contact us within 48 hours of delivery with your order details and photographs. After verification, we may arrange a replacement or refund, as applicable.

11. Missing Items

If any item appears to be missing from your order, please contact us within 48 hours of delivery.

We may request photographs/videos of the received package and its contents for verification.

After verification, the missing item may be dispatched separately or an appropriate refund/adjustment may be provided.

12. Exchange Due to Change of Mind

Returns or exchanges solely because of a change of mind, incorrect selection, personal preference, or dissatisfaction with the product's suitability may not be accepted, particularly where the product has been opened or used.

Customers are encouraged to carefully check product details, quantities, variants, and suitability before placing an order.

13. Return Shipping Charges

Where a return or replacement is approved because of an error attributable to Zenoraa, such as an incorrect product or an approved damaged/defective product, Zenoraa may arrange or bear the applicable return shipping cost.

For other approved returns, where applicable, return shipping charges may be the customer's responsibility.

14. Order Cancellation

Orders may be cancelled before they are dispatched, subject to the status of the order.

Once an order has been dispatched, cancellation may not be possible. In such cases, the customer may need to receive the order and follow the applicable return policy, if eligible.

15. Refund for Cancelled Orders

If a cancellation is approved for a prepaid order before dispatch, the eligible refund will be processed to the original payment method.

Any applicable payment gateway charges, transaction charges, shipping charges, or other non-refundable charges, where applicable and legally permissible, may be deducted from the refund.

16. Promotional Products and Free Gifts

Products received as part of promotional offers, free gifts, bundles, or special schemes may be subject to specific return and refund conditions mentioned with the relevant offer.

Where a refund is approved for an order containing a free gift or promotional benefit, the promotional benefit may need to be returned or its applicable value may be adjusted from the refund, as permitted.

17. Product Authenticity

Zenoraa aims to supply genuine professional beauty and salon products sourced directly from the respective company or its authorized distributors/supply channels, wherever applicable.

Product packaging, batch details, manufacturing information, or appearance may occasionally change due to updates made by the manufacturer.

Such changes do not automatically qualify a product for return or refund.

18. Refund Processing Time

After approval, refunds are initiated by Zenoraa as soon as reasonably possible. The final credit time depends on the payment gateway, bank, card issuer, or other payment service provider.

19. Policy Changes

Zenoraa reserves the right to update or modify this Refund & Return Policy from time to time. Any changes will be published on this page with the revised effective date.