01Who this applies to
This policy applies to orders paid through a checkout operated by [Company legal name] ("Zonipay", "we", "us"). Zonipay is the merchant of record for these orders: we are the seller on the transaction, your receipt comes from us on behalf of the store, and your card statement shows ZONIPAY* STORENAME. The store prepares and ships your order.
Because we are the seller of record, we make sure this minimum standard is honored on every order, whichever store you bought from.
02What we cover
You are entitled to a refund or a replacement, at your choice where stock allows, if:
- Wrong item. You received a product, quantity or specification different from what you ordered.
- Damaged item. The product or its seal arrived damaged, broken or compromised.
- Not delivered. Your order did not arrive, or tracking shows it was lost.
Where only part of an order is affected, the refund or replacement covers that part. Where the store sent the wrong item or the item arrived damaged, you will not pay for return shipping.
03What cannot be returned
Research materials that have been opened, unsealed or reconstituted cannot be returned, because their integrity can no longer be verified. This does not affect your right to a refund where the item was wrong or damaged when it arrived: if you only find the problem after opening, contact us with photos and we will assess it.
Change-of-mind returns of unopened items are at the store's discretion under its own policy (section 9).
04Time limit
Requests must be made within 30 days of delivery. For an order that never arrived, the 30 days run from the latest estimated delivery date given by the store or carrier.
Please report visible damage or a wrong item as soon as you can after delivery. It makes the problem easier to confirm and faster to fix.
05How to ask
- Contact the store first. Use the contact details on the store's website or your order confirmation. The store holds your order details and can usually fix shipping problems fastest.
- If the store does not resolve it, contact us. If you get no answer within 3 business days, or you are not satisfied with the answer, email support@zonipay.com. You do not need the store's permission to contact us.
Contacting us before opening a dispute with your bank is usually the quickest way to get your money back. See Chargebacks and disputes.
06What to include
- your order number and the email address used at checkout;
- the store's name;
- what went wrong, and whether you would prefer a refund or a replacement;
- photos of the item, packaging and label for a wrong or damaged item;
- any messages you have already exchanged with the store.
Never send full card numbers by email. We do not need them.
07What happens next
- We acknowledge your request within 2 business days.
- We check the order, tracking and any evidence with the store. We may ask you for more information or, where a return is needed, give you return instructions.
- We aim to give you a decision within 10 business days of receiving everything we need. If we need longer, we tell you why.
- If your request is declined, we explain why. You can ask for the decision to be reviewed under our complaints procedure.
08How refunds are paid
Refunds go back to the original payment method. Once issued, they usually appear on your statement within 5 to 10 business days, depending on your bank. Wallet payments are refunded to the card behind the wallet. We cannot refund to a different card or account.
A full refund includes the original shipping cost. Any currency conversion charged by your bank is outside our control.
09Store policies
Each store publishes its own refund policy. A store may offer more generous terms than this policy, for example a longer time limit or change-of-mind returns, and where it does, those terms apply. A store may not offer less. If a store's policy conflicts with this one, the term that is better for you applies.
10Your other rights
This policy does not limit any rights you have under the law that applies to your purchase, or your rights with your card issuer.
11Contact
Refund requests and questions: support@zonipay.com, Monday to Friday, 9:00 to 18:00 ET. Phone: [+1 000 000 0000].