Refund policy

Last Updated: 25/10/2026

At Zuppio, we want you to shop with confidence. If something is not right with your order, we encourage you to contact us so we can review the issue and help you find an appropriate solution.

This policy explains how to request a return, exchange, or refund.

1. Return Eligibility

Subject to applicable law, products may be eligible for a return where they meet the following conditions:

• The return request is submitted within 5 DAYS of delivery.
• The product is unused and in its original condition, where applicable.
• Original packaging, accessories, labels, manuals, and other included items are returned where reasonably required.
• Proof of purchase, such as an order number or invoice, is provided.
• The product meets any specific return conditions disclosed on its product page.

Eligibility depends on the reason for the return and the nature of the product.

We may inspect returned products to verify the reported issue and determine the appropriate remedy.

We will not reject a legitimate claim merely because a customer cannot satisfy a condition that is unreasonable or inconsistent with applicable law.

2. Return Timeframe

For eligible change-of-mind returns, please submit your request within 5 DAYS from the date of delivery.

The return period for damaged, defective, incorrect, or materially misdescribed products will be handled in accordance with applicable law and the circumstances of the case.

To initiate a return, contact:

Email: info@zuppio.shop

Please include your order number, the product name, the reason for the return, and any supporting information.

We will provide the next steps and, where applicable, return instructions.

3. Damaged, Defective, Incorrect, or Incomplete Orders

If you receive a product that is damaged, defective, incorrect, or missing components, please contact us as soon as reasonably possible.

To help us investigate, please provide:

• Your order number.
• A description of the problem.
• Photographs or a short video, where reasonably available.
• Information about missing components or incorrect items.

We will review the claim and explain the appropriate resolution.

Depending on the issue, applicable law, and product availability, the remedy may include:

• Replacement.
• Exchange.
• Repair, where appropriate and legally applicable.
• Refund.
• Another remedy required by law.

Where a product is confirmed to be defective, damaged in transit, incorrect, or otherwise not as promised, we will not unfairly shift the cost of resolving the problem to the customer.

The absence of photographs or an immediate report will not automatically defeat a valid claim where other evidence is available or applicable law provides otherwise.

4. How to Request a Return

Follow these steps:

Step 1: Contact us

Email info@zuppio.shop with your order number and reason for the return.

Step 2: Receive instructions

Our team will review your request and confirm the applicable procedure.

Step 3: Pack the product

Where a return is approved, package the product securely and include the items identified in our instructions.

Step 4: Send or arrange collection

Follow the return shipping instructions we provide. We will explain whether a courier collection or another return method is available.

Step 5: Inspection and resolution

After the returned product is received, we will inspect it where necessary and notify you of the outcome.

These steps are intended to make returns easier and do not restrict any remedy you may have under applicable law.

5. Refund Process and Timing

If a refund is approved, it will generally be initiated within 5 to 10 business days after the relevant verification or approval.

The refund will ordinarily be made through the original payment method where supported by the payment provider. If that method is unavailable or a different method is legally appropriate, we will coordinate an alternative lawful arrangement with you.

The time required for the refund to appear in your account depends on the payment provider, bank, or financial institution.

Our estimated processing times are:

• Our refund initiation: 5 to 10 Business days.
• Payment provider or bank processing: 5 Business days.
• Cash-on-delivery refunds: Will be bank Transferred 5 Business Day.

These are estimates unless otherwise expressly confirmed.

Where a refund is legally required, we will process it within the applicable legal timeframe.

Any refund of shipping charges, taxes, or other fees will be handled in accordance with applicable law and the circumstances of the order.

We will communicate if additional information is reasonably needed to complete a refund.

6. Exchanges

Exchanges are available for [ELIGIBLE PRODUCTS / PRODUCTS WHERE EXCHANGES ARE OFFERED], subject to stock availability and applicable law.

If you want a different size, colour, or variant, contact info@zuppio.shop and provide your order number and preferred replacement.

If the requested product is unavailable, we will discuss the available alternatives, which may include a refund where applicable.

We will communicate any legitimate price difference or additional shipping charge before confirming an exchange.

We will not require a customer to accept store credit instead of a refund where a cash refund or another remedy is legally required.

7. Non-Returnable Products

Some products may not be eligible for ordinary change-of-mind returns where the exclusion is lawful and disclosed before purchase.

Depending on the products sold, examples may include:

• Personal-care or hygiene products that have been opened or unsealed, where a lawful hygiene exclusion applies.
• Perishable goods.
• Products made to the customer's specifications or clearly personalised items.
• Digital products where a lawful exclusion applies and any necessary consent or acknowledgement has been obtained.
• Other products specifically identified as non-returnable before purchase where permitted by law.

The actual exclusions applicable to Zuppio are:

LIST PROVIDED IN THE INVENTORY IS NON RETURNABLE. (LIST WILL BE ADDED SOON.)

Important: These exclusions do not automatically apply to defective, damaged, incorrect, unsafe, or materially misdescribed products. Customers retain any rights and remedies provided by applicable law.

A product will not become non-returnable merely because it was discounted or purchased during a sale.

8. Return Shipping Costs

Return shipping costs depend on the reason for the return.

• Damaged, defective, incorrect, or materially misdescribed products: Zuppio will arrange or cover reasonable return shipping costs where required by applicable law or our applicable policy.
• Change-of-mind returns: Return shipping costs will be [PAID BY CUSTOMER / PAID BY STORE], as disclosed before purchase and subject to applicable law.
• Exchange requests: Shipping costs will be [EXCHANGE SHIPPING ARRANGEMENT].
• Courier collection: Collection availability will depend on the delivery location and courier coverage.

We will explain the applicable arrangements before you send the product back.

We will not impose an undisclosed return fee or use shipping charges to defeat a customer's statutory remedy.

9. Order Cancellations

If you need to cancel an order, contact info@zuppio.shop as soon as possible.

We will attempt to cancel an order before it is processed or dispatched where operationally possible.

Once an order has been dispatched, cancellation may no longer be possible, and the applicable return procedure may need to be followed.

Nothing in this section restricts any cancellation right or remedy available under applicable law.

If a cancellation is accepted and payment has already been collected, any refund due will be processed in accordance with applicable law and the applicable refund procedure.

10. Refunds for Undelivered Orders

If your order has not arrived within the expected delivery window, contact info@zuppio.shop.

We will investigate the shipment with the relevant shipping provider.

If the order is confirmed lost, cannot be fulfilled, or otherwise qualifies for a refund, we will provide the remedy required by applicable law and our applicable policies.

A customer will not be required to accept store credit in place of a refund where a refund is legally required.

11. Rejected Return Requests

If we believe that a return does not meet the disclosed eligibility conditions, we will explain the reason for our decision.

Where appropriate, we may request further information or evidence before making a decision.

If a return is rejected, we will explain the available options for the product, including whether it can be sent back to you.

Any return shipping charge for a rejected return will be communicated in advance and applied only where lawful.

Customers may contact us if they believe a decision was incorrect.

12. Consumer Rights

This Return and Refund Policy is intended to explain our voluntary return arrangements and does not replace your statutory rights.

Nothing in this policy excludes or limits any right or remedy available under the Consumer Protection Act, 2019, applicable e-commerce rules, or other applicable law.

Where mandatory legal requirements provide a more favourable remedy than this policy, the applicable legal requirements will prevail.

13. Contact Us

For return, exchange, cancellation, or refund assistance, contact:

ZUPPIO
Email: info@zuppio.shop
Customer Support Hours: MON - FIR

Please include your order number in all communications so we can assist you more efficiently.