1) Eligibility
Requests are typically reviewed for orders placed directly through Zurata channels. Final eligibility may depend on product type, order details, and applicable consumer-protection requirements.
Zurata Policies
Returns & Refunds
We aim to keep every Zurata order experience calm and clear. The guidance below explains how return and refund requests are generally handled for perfumed oud chips and related home-fragrance items.
2) Item Condition
To support fair review, items should be kept in their received condition where possible, including original packaging and order reference information. Opened or heavily used fragrance items may be assessed differently for hygiene and quality reasons.
3) Reporting an Issue
If something seems wrong with your order, please contact support with your order number, a short description of the concern, and clear photos when relevant. This helps us understand the case quickly and accurately.
4) Review Process
Each request is reviewed individually. After assessment, we will share the available next steps, which may vary by case and order status. Any outcome is communicated before further action is taken.
5) Customer Support
For help, please reach out through our Contact page. We aim to respond with clear guidance and practical options for your specific order.
Note: This page provides general policy guidance and does not replace applicable legal rights under local laws.