CANCELLATION POLICY
Your order cannot be cancelled once it has been placed and processed. Only COD orders can be cancelled when we contact you by call or message for order verification.
If you need to make any changes to your delivery address or contact information after placing your order, please write to us at support@zerakisoaps.com.
We can accommodate such changes only within 12 hours of placing the order or before the order has been shipped, whichever is earlier. Once the order has been shipped, changes to the address or contact information cannot be accommodated.
RETURN & REPLACEMENT POLICY
Products purchased from Zeraki Soaps are eligible for return, replacement, or exchange in accordance with this Return & Replacement Policy, within the applicable return or replacement period, only if you have received a product that is physically damaged or materially different from its description on the product detail page.
A return or replacement request must be raised by writing to us at support@zerakisoaps.com within 48 hours of receiving the product and only if the following conditions are met:
1.1
It is established that the product was damaged during transit or the delivery process.
1.2
The product is returned in its original condition, along with the brand/manufacturer packaging, original sales receipt/invoice, and all accessories included with the product.
In the event that the above conditions are fulfilled, we may replace the ordered product or initiate a refund, subject to verification and approval.
1.3
You agree to send an email from your registered email ID to support@zerakisoaps.com, mentioning your Invoice Number and providing the following information:
1.3.1
Clear images and videos of the damaged product, leakage or spillage, if any, along with images of the mono-carton and outer packaging.
The unboxing video should clearly show the opening of the package and the condition of the product so that the damage, leakage, or spillage can be verified.
1.3.2
In case any product is missing from the package, an incorrect product has been delivered, or there is an issue with the product weight, you must share clear images and video footage taken during the unboxing of the package, including the open package and all products received, for our verification.
1.3.3
Once the above-mentioned details are received, please allow us at least 5 working days for our team to review your complaint and provide a resolution.
If, based on the evidence provided, we approve the return, replacement, or exchange, our team will inform you accordingly.
1.3.4
Products approved for exchange or replacement must be returned in the same condition and packaging in which they were received.
However, this requirement will not apply where the product container has been visibly damaged or broken during transit. In such cases, Zeraki Soaps may replace the product at no additional cost, subject to verification.
You must provide clear images and videos showing the damage during the unboxing process for our records and confirmation.
1.3.5
Once the return package is received at our warehouse, our team will conduct a quality check and product weight verification.
The exchange or replacement will be processed within 48–72 hours after completion of the quality and weight check. New shipment tracking details will be shared with you via email on your registered email ID.
PRODUCT SENSITIVITY & ALLERGY DISCLAIMER
Zeraki Soaps is not responsible for individual reactions or sensitivities to any particular ingredient.
The product description on our website contains a list of key ingredients for each product. Customers who have known sensitivities or possible allergies to any listed ingredient should avoid using the product.
If you are unsure about your sensitivity to any ingredient, we recommend performing a patch test before use. If irritation, discomfort, or any adverse reaction occurs at any time, discontinue use immediately and consult a qualified physician or healthcare professional.