Refund policy

Return & Refund Policy

We want you to feel confident trying our products, which is why we offer a 30-day satisfaction guarantee on eligible orders.

Please read the policy below carefully, as it outlines when refunds are approved and when they are not.

Refunds (No Return Required)

If your refund request is approved, you will not need to return the product. A full refund will be issued to your original payment method.

Eligibility for a Refund

You may be eligible for a refund if one of the following conditions applies:

  • You are a first-time customer and request a refund within 30 days of delivery

  • Your item arrived damaged, defective, or incorrect, regardless of whether you have ordered from us before

Refund eligibility is reviewed on a case-by-case basis and must meet the conditions outlined in this policy.

Refunds Not Eligible

To ensure fairness and transparency, refunds are not granted under the following circumstances:

Product Expectations & Visual Variations

  • Refunds are not issued for preference-based reasons, including but not limited to:

    • The item appearing thinner, lighter, darker, or different in texture than expected

    • Minor color variations due to lighting, camera settings, or screen/display differences

  • Product dimensions, materials, specifications, and multiple real-life videos are clearly shown on each product page to help customers make an informed purchase.

  • Our leather products may naturally appear different depending on lighting conditions (natural daylight, indoor lighting, etc.). This is normal and not considered a defect.

Incorrect or Accidental Orders

Refunds are not available if:

  • The wrong color, style, or product was selected at checkout

  • The order was placed by mistake

  • The customer believed they were purchasing a different item than what was listed on the product page

Orders in Transit & Shipping Delays

  • Refund requests cannot be processed while an order is still in transit

  • Shipping delays, customs processing, carrier issues, or peak-season slowdowns are not valid reasons for a refund

  • Once the order has been delivered, refund eligibility will be reviewed according to this policy

How to Request a Refund

To request a refund, please email info@zarellashop.com and include:

  • Your order number

  • A photo of the product (required if the item is damaged, defective, or incorrect)

  • A brief explanation of the reason for your request

Incomplete requests may delay processing.

Response Time

We aim to respond to all refund requests within 3–5 business days.

During high-volume periods, including Black Friday, December–January holidays, and major promotions, response times may be slightly longer. We truly appreciate your patience during these busy seasons.

Policy Misuse

  • We reserve the right to deny refund requests that appear to be repeated, excessive, or inconsistent with this policy

  • Abuse of the refund policy may result in future refund requests being declined

Final Note

By placing an order with Zarella, you acknowledge that you have reviewed the product details and agree to the terms outlined in this policy.