If something’s wrong with an order, we fix the item first with an exchange. If an exchange isn’t possible, the buyer’s refund is guaranteed as long as the conditions below are met.
For buyers
You’re covered when:
You paid through Zono, not directly to the vendor
The item is wrong, damaged, incomplete, expired, fake or not as described
You report it within 24 hours of delivery
You include an unboxing video showing the problem
The item is unused and returned in the same condition you received it, with tags and original packaging where possible
Zono’s protection doesn’t cover:
Change of mind after purchase
The wrong size or colour chosen by you, where the vendor sent exactly what you ordered
Opened or used beauty products, unless they arrived damaged, expired, counterfeit, or different from what you ordered or what was advertised
Damage that happens after delivery
Claims made more than 24 hours after delivery
Claims made without an unboxing video
Purchases paid for outside Zono, including payments made directly to a vendor
For vendors
You’re protected at every stage:
Buyers pay before you ship. No more unpaid "I'll send it later" orders.
You're paid on a clear schedule. Flex vendors get their full payout 24 hours after delivery. Pro vendors get 50% on delivery and the other 50% 24 hours later. Both apply only if there's no dispute.
Every claim needs proof. Buyers must report within 24 hours of delivery, with an unboxing video.
Change-of-mind returns aren't covered. Neither are size or colour mistakes made by the buyer, as long as you sent exactly what they ordered.
Exchange comes first. You get the chance to replace an eligible item before a refund is considered, so you keep the sale whenever possible.
Every delivery is confirmed by OTP. Zono can check this record if a buyer says their order never arrived.
When vendor protection doesn’t apply
You’re not protected when:
You accept payment outside Zono, including payments the buyer sends to you directly.
Your listing is inaccurate or misleading. What you send must match the listing's photos, size, colour and description.
You send a wrong, damaged, incomplete, expired or counterfeit item.
Poor packaging causes damage before the item reaches the buyer.
You don't respond to a complaint within 24 hours of Zono notifying you. Zono will resolve it in the buyer's favour and pause your new listings.
You don't send a replacement within 24 hours of receiving the returned item. The buyer will be refunded instead.
Claim window
24 hours
from delivery
Review time
24 hours
after you submit a claim
Refund processed
24 hours
after the vendor receives your return, to your original payment method