Zirabase
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Refund Policy

We want you to be happy with every purchase. If something isn't right, this policy explains how to cancel an order, return an item and get your money back. It applies to all orders placed on Zirabase unless the product page says otherwise.

Cancelling an order

You can cancel an order free of charge from the order details page until it has been shipped. If you already paid, the full amount is refunded to your original payment method. Once an order has shipped, it can no longer be cancelled, but you can return it after delivery.

Return window

You can request a return within 14 days of receiving your order.

Items you can return

  • Items that arrived damaged, faulty or not as described.
  • Items that are different from what you ordered (wrong product, size or colour).
  • Items you changed your mind about, as long as they are unused and in their original condition and packaging, with all tags, accessories and manuals included.

Items that can't be returned

For health, hygiene or safety reasons, the following items can't be returned unless they arrived damaged or faulty:

  • Digital products, downloads, gift cards and software licence keys.
  • Perishable goods such as food and flowers.
  • Personal care and beauty products, underwear and swimwear once the seal or hygiene strip has been removed.
  • Personalised or made-to-order items.
  • Items that have been used, washed or damaged by the customer, or are missing parts.

How to request a return

  1. Go to the Contact page within 14 days of delivery.
  2. Include your order number, the items you want to return, the reason, and photos if the item is damaged or faulty.
  3. We'll reply with return instructions and the address to send the item to.
  4. Pack the item securely, preferably in its original packaging, and send it within 7 days of approval.

Please don't send items back before your return has been approved, as we may not be able to process unannounced returns.

Refunds

When we receive your return, we inspect it and let you know whether the refund is approved. Approved refunds are issued within 5–10 business days:

  • Card, wallet and online payments – refunded to the original payment method.
  • Bank transfer – refunded to the bank account the payment came from.
  • Cash on delivery – refunded by bank transfer to an account you provide.

Depending on your bank or payment provider, it can take a few extra days for the money to appear in your account.

Shipping costs

If an item arrived damaged, faulty or incorrect, we refund the original shipping cost and cover the return shipping. For change-of-mind returns, the original shipping cost is not refunded and you pay for the return shipping.

Exchanges

We don't offer direct exchanges. To get a different size, colour or product, return the original item for a refund and place a new order.

Damaged or missing items

Please check your order when it arrives. If a package is damaged, an item is missing or you received the wrong product, contact us within 48 hours of delivery with your order number and photos, and we'll arrange a replacement or refund.

Questions

If you have any questions about this policy, visit our FAQ or contact our support team.