We want every Zoleya order to feel like it was made for you. If something is not right, here is how we handle returns.
The 5 Day Return Window
You have 5 days from the date your order is delivered to request a return. The clock starts from delivery, not the order date. If you are unsure when your order arrived, check the tracking confirmation you received by email.
What Qualifies for a Return
To be eligible, items must be returned in exactly the condition they left us: unused, unopened, and in their original sealed packaging. Once a diffuser has been opened or the reeds have made contact with the oil, we are not able to accept a return, since the product can no longer be resold.
You will also need proof of purchase when you contact us, which can be your order confirmation email or receipt. We use this to verify the order in our system before processing anything.
How to Start a Return
Email us at care@zoleya.com.ng with your order number and a brief explanation of the reason for the return. Please wait for our confirmation before sending anything back. We do not accept unsolicited returns, meaning items sent back without prior approval from us will not be processed or refunded.
Damaged, Defective, or Incorrect Items
Inspect your order as soon as it arrives. If anything is defective, damaged in transit, or different from what you ordered, get in touch with us straight away. We will review the issue and, depending on the situation, offer a replacement or a full refund. The sooner you flag it, the faster we can put it right.
Please do not sit on a problem you noticed on day one and only mention it on day four. We genuinely want to make it right, and early notice gives us the best chance to do that.
Sale Items
All sale items are final sale. Because these items are already offered at a reduced price, we are not able to accept returns or exchanges on anything purchased on sale. We encourage you to be certain of your selection before completing a purchase on a discounted item.
Change of Mind
If you have simply changed your mind about a scent or product after placing your order, reach out to us within the same 7-day window. We will walk you through your options, which may include an exchange for a different scent or a return, depending on the item’s condition.
Refund Processing
Once we receive and inspect the returned item, we will confirm whether the refund has been approved. Approved refunds are issued back to your original payment method. Depending on your bank or card provider, it can take between 3 and 10 business days for the refund to reflect in your account after approval on our end. A small delay after approval is normal and outside our control.
Non-Refundable Charges
Original shipping fees and any third-party courier charges are non-refundable once an order has shipped, including in cases of courier delays.