Refund policy
We offer a 30-day satisfaction guarantee on every Zelbea order. If you are not happy with your purchase, contact us at hello@zelbea.com within 30 days of receiving your order and we'll work with you to make it right.
How our refund process works
Because we ship from the United States and our products are beauty and personal care items, we do not require you to ship the product back to us. Instead, we ask for proof so we can issue your refund as quickly as possible.
To request a refund, please email us with:
- Your order number
- The reason for your request
- Photos or a short video clearly showing the issue (defect, damage, wrong item, or condition)
Once we verify your claim, we will process a full or partial refund (depending on the situation) to your original payment method within 5–10 business days. The product itself does not need to be returned — you may keep it or dispose of it responsibly.
Damaged or defective items
Please contact us within 48 hours of delivery with photos of the damage and the packaging so we can act quickly. We will replace the item at no cost or issue a full refund, at our discretion.
Wrong item received
Email us within 7 days of delivery with photos of what you received and we'll ship the correct item at no cost to you.
Hygiene and beauty items
Once a beauty or personal care item has been used, it cannot be returned for resale under U.S. consumer health regulations. Refund requests after use are still reviewed case-by-case based on the photo or video evidence you provide.
Late or missing refunds
If you haven't received your refund after 10 business days, please first check with your bank or credit card company — processing times vary. If you've done that and still have not received your refund, contact us at hello@zelbea.com and we'll investigate immediately.
Bulk orders and resellers
Our products are intended for personal household use. Orders flagged as wholesale, bulk, or resale may be reviewed manually and may be cancelled at our discretion. For wholesale inquiries (10+ units of the same product), please email hello@zelbea.com before placing the order.
Refused or unclaimed packages
If a package is refused at delivery or returned to sender because the customer provided an incorrect address, a $10 handling fee may be deducted from the refund.
Order cancellations
Orders can be modified or cancelled within 2 hours of placement. After that window, your order is already in fulfillment and cannot be modified. Email us immediately at hello@zelbea.com if you need to make a change.
How to start a return or refund request
Email hello@zelbea.com with your order number and the details described above. We respond within 24 hours on business days (Monday–Friday, 9 AM – 6 PM EST).
Final discretion
Zelbea reserves the right to refuse refund requests that show clear evidence of misuse, fraud, or attempts to abuse this policy.
This policy was last updated on May 23, 2026.