Return & Replacement Policy
At Zeorix, customer satisfaction and quality assurance are our highest priorities. We strive to deliver pristine, fully functional products. However, if you receive an item that is damaged, defective, or incorrect, our straightforward replacement policy ensures a fast and hassle-free resolution.
1. Eligibility & Timeframe for Claims
- 7-Day Replacement Guarantee: You can request a replacement within 7 days from the date of delivery.
- Eligible Conditions: Claims are accepted if the product arrives damaged, physically broken, defective, or if you received an incorrect item/variant compared to what you ordered.
- Non-Eligible Conditions: We do not offer replacements or refunds for change-of-mind purchases, slight color variations due to screen lighting, or damages caused by improper user handling and negligence after delivery.
2. Mandatory Unboxing Video Requirement
To protect both our customers and our operations against transit damage or missing item disputes, we strictly enforce a mandatory verification requirement:
- Customers must record a clear, continuous unboxing video while opening the sealed package for the first time.
- The video must clearly show the shipping label, the sealed outer parcel, and the opening process showing the defect or damage.
- Please note: Without a continuous unboxing video as proof of initial condition, damage or missing item claims cannot be accepted or processed.
3. Replacement Process
If your package meets the eligibility criteria, follow these simple steps to request a replacement:
- Step 1 (Submit Claim): Prepare your Order Number along with the clear Unboxing Video/Photo proof of the damaged or incorrect item.
- Step 2 (Verification): Submit your request to our support team within 7 days of delivery. Our quality control team will inspect the video proof within 24 to 48 operational hours.
- Step 3 (Dispatch): Upon approval, a fresh replacement unit will be dispatched to your delivery address at no extra cost.
4. Return Pickups & Shipping Charges
- If a replacement is approved due to store error, transit damage, or a manufacturing defect, Zeorix will cover all shipping costs for sending out the new replacement unit.
- In cases where the courier partner does not offer doorstep reverse pickup in your area, you may be requested to dispatch the item back to our fulfillment center via a local courier service, and proof of return shipping receipt will be required.
5. Refund Policy
- We operate on a Replacement-First Model. Refunds are only issued in rare instances where a replacement unit for the exact item is completely out of stock and cannot be fulfilled within a reasonable timeframe.
- Approved refunds are processed through digital bank transfers or mobile wallet services (such as EasyPaisa or JazzCash) within 3 to 5 business days after verification.
For questions regarding a claim submission, please refer to our official support channels provided on our Contact page.