Refund policy

Returns & Refunds

At Zaytun Vitamins, customer satisfaction matters to us. If an order arrives and something is not right, we are glad to help and will work to resolve it as quickly and fairly as possible. Please review the details below.

Return Eligibility

Returns and exchanges may be requested within 5 days of the delivery date. To qualify, the item must be:

• Unopened and in its original sealed packaging
• Unused and in the same condition as received
• Accompanied by the order number or proof of purchase

If there is any question about whether an item qualifies, please reach out before sending it back and we will gladly confirm. Once a return is approved, the item must be shipped back within 7 days of approval.

Why Opened Products Cannot Be Returned

Our products are sealed for safety and quality assurance. Once a seal has been opened, the product can no longer be guaranteed for resale, so opened, used, or unsealed products are not eligible for return, exchange, or refund.

Gift cards, free promotional items, and final sale or clearance products also cannot be returned, unless the item is later found to be damaged, defective, or incorrect.

Damaged, Defective, or Wrong Item Received

If an order arrives damaged, defective, or contains an item different from the one ordered, please contact us within 5 days of delivery with the order number and a photo of the issue. A prepaid return label will be provided where needed, and a replacement or full refund, including shipping, will be arranged at no additional cost.

Please inspect each order promptly upon arrival so that any issue can be addressed right away.

Lost or Undelivered Packages

We want every order to arrive safely. The guidance below explains how a missing package is handled and what to expect in each situation.

If tracking shows the order as delivered but it cannot be located

Carriers sometimes scan a package as delivered a day or two before it actually arrives, and packages are occasionally left in an alternate spot. Before reporting an order as missing, please:

• Check all possible delivery locations, including porches, mailboxes, side or back doors, and with a building manager or front desk
• Confirm with any household members or neighbors who may have accepted the package
• Contact the nearest carrier office, since a package is sometimes taken back and held there for pickup when a mailbox is full or it is not considered safe to leave the package unattended
• Allow up to 48 hours from the delivery scan, as slightly late arrivals are common

If the package still cannot be found, please contact us within 5 days of the delivery date shown in tracking. An investigation will be opened with the carrier to confirm where and how the package was delivered. Because tracking shows the order as delivered, the outcome depends on the carrier findings:

• If the carrier confirms the package was misdelivered or was not actually delivered, a replacement or full refund will be arranged at no additional cost.
• If the carrier confirms delivery to the correct address, responsibility for the package transfers upon that confirmed delivery, and a refund or replacement cannot be guaranteed. Where theft is suspected, a signed statement or a police report may be requested to support a claim with the carrier.

If tracking stalls and the order is never marked delivered

If a package stops updating in transit and is never marked delivered, please contact us once 5 days have passed since the last tracking update. A claim will be filed with the carrier, and once the package is confirmed lost, a replacement or full refund will be arranged at no additional cost. Responsibility for a package lost in transit before delivery rests with us.

Change of Mind Returns

A change of mind return is welcome provided the item is unopened, sealed, and requested within 5 days of delivery. This includes situations where the product is no longer needed or personal preference has changed. A 25% restocking fee applies, and the cost of return shipping is the responsibility of the customer. The remaining product value will be refunded once the item is received and inspected.

Refused, Unclaimed, or Undeliverable Orders

When an order is returned because of an incorrect or incomplete shipping address, a refused delivery, or a package left unclaimed at the carrier, it is processed as a return. Because we offer free shipping to all the customers, the actual shipping cost already incurred may be deducted from the refund in these situations. The remaining product price will be refunded once the returned item is received and inspected.

Wrong Item Ordered by the Customer

If the wrong item was selected at checkout and a return is requested, this is covered provided the item is unopened, sealed, and requested within 5 days of delivery. A 25% restocking fee applies, and the cost of return shipping is the responsibility of the customer. The remaining product value will be refunded once the item is received and inspected.

Exchanges

To request an exchange, please email us to confirm eligibility. Exchanges are accepted for items that are unopened, sealed, in original packaging, and requested within 5 days of delivery. The cost of return shipping is the responsibility of the customer, and a 25% restocking fee applies to all exchanges.

How to Start a Return or Exchange

1. Email cs@zaytunvitamins.com with the order number and the reason for the request. Please include a photo if the item is damaged, defective, or incorrect.
2. Once the request is reviewed and approved, instructions and a return address will be provided, along with a prepaid label if the issue is on our end.
3. Send the item back using the instructions provided, within 7 days of approval.

Please wait for approval before returning any item. Items sent back without an approved request cannot be accepted or refunded.

Refunds and Timing

Once a return is received and inspected, a confirmation email will be sent noting whether the refund has been approved. Approved refunds are issued to the original payment method within 3 to 5 business days of receiving the item. Depending on the bank or card provider, additional time may be needed for the refund to appear.

Questions

For any question related to returns or refunds, please contact us at cs@zaytunvitamins.com or (714) 849-6003. We are always happy to help.