At Zohra Lounge, we want every customer to receive the product they ordered in the expected condition. This Return & Refund Policy explains when returns, exchanges, replacements, and refunds are available, how to request them, who is responsible for return shipping costs, and how refunds are processed.
By placing an order through Zohra Lounge, customers agree to the terms of this Return & Refund Policy.
Return Window
Zohra Lounge accepts eligible return requests made within 30 days of the date the order was delivered.
Customers who believe their order qualifies for a return should contact our support team within this 30-day period. Requests submitted after the applicable 30-day return period may not be accepted.
The return period begins when the customer receives the order. Customers should therefore inspect their product after delivery and contact us promptly if there is a problem with the item.
The 30-day period does not automatically mean that every product can be returned for any reason. Returns must meet the applicable conditions described in this policy.
When a Return Is Accepted
Zohra Lounge accepts returns in circumstances where the product received by the customer is:
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Damaged or defective upon arrival
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Different from the product that was ordered
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Sent incorrectly due to an error on our side
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Otherwise affected by an issue attributable to Zohra Lounge
If a customer receives a product that falls into one of these categories, the customer should contact our support team as soon as possible and provide the order information and details of the issue.
For qualifying issues caused by Zohra Lounge, the customer will not be responsible for the return shipping cost. We may provide the customer with a return shipping label so that the product can be sent back to us.
Returns for Customer Preference or Change of Mind
Zohra Lounge may accept a return request when a customer simply changes their mind or no longer wants the product, subject to the applicable return conditions and the 30-day return window.
In these circumstances, the customer is responsible for the cost of returning the product to Zohra Lounge.
Customers requesting a return for personal preference, change of mind, or another reason that is not the result of an error, damage, or defect attributable to Zohra Lounge must contact our support team before sending the product back.
The customer should not return an order without receiving return instructions from our support team.
Where the customer is responsible for return shipping, the applicable return shipping cost must be paid by the customer. Zohra Lounge does not provide a free return shipping label for customer-requested returns that are not caused by an error, damage, or defect attributable to us.
Product Condition for Returns
To be eligible for a return, the product should be returned in an appropriate condition and with all items that were included with the original order where applicable.
Customers should take reasonable care of the product while it is in their possession.
Products that have been damaged after delivery through customer misuse, improper handling, alteration, or other circumstances not attributable to Zohra Lounge may not qualify for a return, refund, exchange, or replacement.
When requesting a return, customers may be asked to provide photographs or other information that helps us determine the condition of the product and the reason for the return.
If a product was damaged or defective when received, customers should contact us before attempting to repair, alter, or modify the product.
Damaged or Defective Products
If your product arrives damaged, defective, or in a condition that prevents normal use, please contact Zohra Lounge as soon as possible.
Customers should contact us at support@zohralounge.shop and provide:
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Order number
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Customer name
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Email address used for the order
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Description of the problem
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Clear photographs of the damaged or defective product
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Photographs of the packaging when relevant
This information may be necessary to help us verify the issue and determine the appropriate resolution.
If the product is confirmed to have been damaged or defective when received, Zohra Lounge will provide an appropriate resolution, which may include a replacement, exchange, or refund depending on the circumstances and the customer's preference where applicable.
For an eligible damaged or defective product, Zohra Lounge will provide the necessary return instructions. Where a return is required, we may provide a return shipping label so that the customer does not have to pay the return shipping cost caused by our error.
Incorrect Product Received
If you receive a product that is different from the product you ordered, please contact us at support@zohralounge.shop as soon as possible.
Please provide your order number and information about the product you received. We may request photographs of the received product and order packaging to verify the issue.
If Zohra Lounge sent the incorrect product, the return will be handled at no cost to the customer for the applicable return shipping. We may provide a return shipping label and instructions for sending the incorrect product back to us.
After the incorrect product has been returned or the issue has otherwise been verified, we may provide the correct product, an exchange, or a refund depending on the circumstances and the customer's preference where applicable.
Customers should not return an incorrect product without first contacting our support team and receiving return instructions.
Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return.
If the return is necessary because the product was damaged, defective, incorrect, or otherwise sent incorrectly due to an error attributable to Zohra Lounge, we will provide the appropriate return shipping arrangement. Where applicable, we will provide a return shipping label for the customer to use when sending the product back.
If the customer requests a return because of personal preference, change of mind, or another reason that is not caused by an error, damage, or defect attributable to Zohra Lounge, the customer is responsible for the return shipping cost.
The original standard shipping provided by Zohra Lounge for eligible U.S. orders is free. However, free outbound shipping does not mean that customer-requested return shipping is free.
Customers should contact us before returning an item so that we can provide the correct return instructions.
How to Request a Return
To request a return, customers should contact Zohra Lounge within the applicable 30-day return period.
Return requests can be submitted by email at support@zohralounge.shop or by phone at +1 (443) 306-5643.
Customers should provide the following information:
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Full name
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Order number
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Email address used to place the order
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Product being returned
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Reason for the return
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Relevant photographs or other information when requested
Our support team will review the request and provide the applicable return instructions.
Customers should not ship products to our business address without first receiving return instructions from Zohra Lounge.
Return Authorization and Instructions
After receiving a return request, Zohra Lounge may review the information provided by the customer to determine whether the request qualifies under this policy.
If the return is approved, customers will receive instructions explaining how and where the product should be returned.
For returns caused by a damaged, defective, or incorrect product attributable to Zohra Lounge, we may provide a return shipping label.
For returns requested because of personal preference or change of mind, the customer is responsible for arranging and paying the applicable return shipping.
The customer should follow the return instructions provided by our support team. Failure to follow the provided instructions may result in delays in processing the return.
Return by Mail
Approved returns are generally completed by mail.
Once a return has been approved, customers will be provided with the applicable return instructions. If Zohra Lounge provides a return shipping label, the customer should use the provided label and follow the instructions supplied with it.
Customers who are responsible for return shipping must use a reliable shipping service and are encouraged to retain the shipment receipt and tracking information until the return has been received and processed.
Zohra Lounge is not responsible for a customer-arranged return shipment that is lost or damaged in transit where the customer was responsible for arranging the return shipment.
Exchanges and Replacements
Zohra Lounge may offer an exchange or replacement for an eligible product that is damaged, defective, or incorrectly sent.
If the wrong product was received, we may arrange for the correct product to be sent after the incorrect product is returned or the issue is otherwise verified.
If a product is damaged or defective upon arrival, we may offer a replacement or exchange where an appropriate replacement is available.
The availability of an exchange or replacement may depend on product availability and the circumstances of the issue.
If an appropriate replacement is not available, a refund may be offered instead.
Customers should contact our support team before sending a product back so that the appropriate exchange or replacement process can be arranged.
Refund Eligibility
A refund may be issued when a qualifying return has been approved and processed.
Refunds may apply to orders where the product was damaged, defective, incorrect, or otherwise affected by an error attributable to Zohra Lounge.
A refund may also be available for an approved customer-requested return where the customer has complied with the applicable return requirements.
Customers requesting a refund should first contact our support team and obtain return instructions where a return is required.
A refund will not normally be processed solely because a customer has sent an item back without following the required return process.
Refund Amount
For an approved refund, the applicable refund amount will be determined based on the circumstances of the return and the applicable order terms.
When Zohra Lounge is responsible for the issue, such as sending an incorrect, damaged, or defective product, we will handle the refund or replacement process appropriately and will not require the customer to bear the return shipping cost caused by our error.
For a customer-requested return that is not caused by an error, damage, or defect attributable to Zohra Lounge, the customer is responsible for the return shipping expense.
Where applicable, any refund will be issued to the original payment method used for the purchase.
Refund Processing Time
Once an approved returned product has been received and the return has been reviewed, Zohra Lounge will process the applicable refund.
After we initiate a refund, the time required for the refunded amount to appear in the customer's account may depend on the customer's payment provider, bank, card issuer, or other financial institution.
Because processing times vary between payment providers, Zohra Lounge cannot guarantee the exact date on which a refunded amount will appear in a customer's account.
If a customer has been notified that a refund has been issued but the amount has not appeared after the applicable processing period of the payment provider, the customer should first check with their bank or payment provider and may also contact our support team for assistance.
Refund Method
Approved refunds are generally issued to the original payment method used for the purchase.
If the original payment method is unavailable or circumstances prevent a refund from being issued through the original method, our support team will contact the customer to discuss the appropriate available resolution.
Customers should not provide payment-card information by ordinary email. If additional payment information is required for a legitimate transaction-related purpose, customers will be directed through an appropriate secure process.
Non-Returnable Circumstances
A return request may be denied when the product does not meet the applicable return conditions.
Examples may include:
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The 30-day return period has expired
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The product was damaged after delivery due to customer misuse or improper handling
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The product has been altered or modified by the customer
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The customer returns a product without following the required return instructions
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The condition of the returned product does not reasonably correspond with the approved return request
This list does not prevent Zohra Lounge from reviewing individual circumstances and providing an appropriate resolution where applicable.
Orders That Have Not Yet Been Delivered
If a customer wants to cancel or change an order before it has been shipped, the customer should contact our support team as soon as possible at support@zohralounge.shop.
Because orders may enter processing shortly after being placed, cancellation or modification cannot always be guaranteed.
If an order has already been shipped, the customer may need to receive the order and follow the applicable return process instead.
Any return or refund request after shipment will be handled according to this Return & Refund Policy.
Refused or Abandoned Deliveries
Customers should make reasonable efforts to receive their orders.
If an order is refused, abandoned, or returned because of an issue caused by the customer, the customer should contact our support team to discuss the available options.
Where additional shipping or return costs arise because of customer actions, the customer may be responsible for those costs.
Any refund associated with a refused or returned shipment will be reviewed according to the circumstances and the applicable terms of this policy.
Lost Returns
When the customer is responsible for return shipping, the customer should use a shipping service that provides tracking and retain proof of shipment until the return has been received and processed.
If a customer-arranged return is lost in transit and there is no evidence that the package was delivered to Zohra Lounge, the refund or exchange may be delayed while the shipment status is reviewed.
Customers should contact the shipping provider regarding a lost return when appropriate and provide Zohra Lounge with the available tracking information.
For returns where Zohra Lounge has provided the return shipping label, customers should follow the instructions associated with that label and retain any applicable shipping receipt.
Customer Support
Our customer support team is available 24/7 to assist customers with return, refund, exchange, replacement, and order-related questions.
Customers can contact us through:
Email: support@zohralounge.shop
Phone: +1 (443) 306-5643
When contacting us, customers should provide their order number and the email address used to place the order whenever possible.
Business Information
Zohra Lounge
Customer Support: 24/7
Email: support@zohralounge.shop
Phone: +1 (443) 306-5643
Business Address: 8115 Sandpiper Cir Ste 214 Nottingham MD 21236
Policy Updates
Zohra Lounge may update this Return & Refund Policy from time to time to reflect changes in our business practices, return procedures, or applicable requirements.
Any updated version will be published on our website. Customers should review the current policy before placing an order or submitting a return request.
The version of this policy applicable to an order will generally be the version published at the time the order was placed, subject to applicable law.
Contact Us
If you have any questions regarding this Return & Refund Policy, a return request, refund, exchange, replacement, or an existing order, please contact Zohra Lounge:
Email: support@zohralounge.shop
Phone: +1 (443) 306-5643
Customer Support: 24/7
Business Address: 8115 Sandpiper Cir Ste 214 Nottingham MD 21236