This Policy describes when and how you can request a return or refund for items purchased through Zuta Shop. It applies in addition to our Terms and Conditions.
1. Who Sells What You Buy
Zuta Shop is a marketplace. Items are sold by independent merchants ("Merchants"). Zuta provides the storefront, payment processing, communication, dispute handling, and refund mechanics, but the Merchant is the seller of record.
2. When You May Request a Return
You may request a return or refund if all of the following are true:
- The request is filed within 24 hours of delivery confirmation (the timestamp Zuta records when the delivery is marked complete by the delivery agent or by you).
- The item falls into one of the eligible categories below.
- You provide the required evidence (see §4).
- The item is not on the non-returnable list (see §5), unless the issue is defect, counterfeit, or material misdescription, or the law requires acceptance.
Requests filed after the 24-hour window will be denied as outside the policy. The only exceptions are claims of counterfeit, illegal, or unsafe goods, which Zuta may review at its discretion regardless of timing.
3. Eligible Reasons
A return is eligible when the item is:
- Defective — does not function as described, or arrived broken.
- Damaged — physical damage in transit.
- Incorrect — wrong item shipped vs. the order placed.
- Missing — the order arrived incomplete (missing item or quantity).
- Counterfeit — not the genuine product the listing represented.
- Materially misdescribed — substantially different from the listing in size, colour, condition, or specification.
4. Evidence Required
To process a request you must provide:
- Order number and the affected line item.
- A short description of the issue.
- Photos that clearly show the issue (or the wrong / missing item).
- The delivery timestamp (auto-attached from your order record).
For counterfeit or unsafe-goods claims you may be asked for additional information.
5. Non-Returnable Categories
Unless required by law or approved by Zuta on a case-by-case basis, the following are not eligible for return:
- Perishable items (fresh food, flowers, items with short use-by dates).
- Hygiene-sensitive items where the seal has been broken (intimate apparel, cosmetics, personal-care items).
- Custom, personalized, or made-to-order items.
- Digital downloads, gift cards, vouchers, and other final-sale items.
- Items damaged through normal wear and tear or buyer misuse.
- Items whose packaging or labelling has been destroyed in a way that prevents resale, where this is not caused by a defect.
Counterfeit, unsafe, or materially misdescribed claims override this list.
6. Decision and Outcomes
After review, Zuta may:
- Approve the request and issue a full refund to your original payment method.
- Partially approve (e.g., when only some line items are eligible).
- Deny the request and explain why.
- Escalate to dispute review if facts are contested.
Refunds are typically issued within 5–10 business days of approval, depending on your payment method and processor. We will hold or reverse the Merchant's payout where the refund risk justifies it.
7. Return Shipping
Where the return requires the item to be sent back:
- For Merchant fault (defective, damaged, incorrect, counterfeit, materially misdescribed) — return shipping is at the Merchant's expense.
- For change-of-mind returns approved by Zuta or the Merchant outside the standard policy — return shipping is at the buyer's expense unless agreed otherwise.
Specific instructions are provided in-app once a return is approved.
8. Repeated Claims and Abuse
Zuta may decline requests, suspend the return privilege, or restrict the account when there is evidence of:
- repeated bad-faith claims;
- claim patterns inconsistent with normal buyer behaviour;
- coordinated fraud or chargeback abuse;
- false evidence.
9. Chargebacks
Disputing a charge with your bank or card issuer instead of using this policy may delay a refund and limit your eligibility. We recommend filing a return request through Zuta first.
10. Changes to This Policy
We may update this Policy. Material changes are versioned and may require re-acceptance before your next purchase.