Refund policy

Return & Refund Policy

Last Updated: October 15, 2026

At Zorli, customer satisfaction is an important part of our commitment to providing an enjoyable eyewear shopping experience.

We understand that purchasing eyewear online requires confidence and flexibility. That is why we offer a 30-day return policy with free return shipping for eligible purchases.

Please review the following information carefully before requesting a return or refund.

1. Our 30-Day Return Policy

Customers may request a return within 30 calendar days of receiving their order.

To qualify for a return:

The return request must be submitted within 30 days of confirmed delivery.
The item must be returned with its original accessories and included components, where available.
Customers should package the product securely to prevent damage during return transportation.
Proof of purchase or an order confirmation may be required.

Items may be inspected or tried on to determine their suitability. Reasonable handling does not automatically disqualify an item from return.

2. Free Returns

Zorli provides free return shipping for eligible returns initiated within the 30-day return period.

Customers are not required to pay return-shipping fees when following the return instructions provided by our support team.

Please contact support@zorli.space before sending any products back.

Our team will provide the appropriate return instructions and, where applicable, a prepaid shipping label or another approved return method.

Do not ship items to our business address without prior authorization, as the designated return location may differ.

3. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Customer Support

Send an email to support@zorli.space with the subject line "Return Request – Order Number."

Step 2: Provide Order Details

Include your order number, the email address associated with your purchase, and the item you wish to return.

Step 3: Receive Return Instructions

Our support team will review your request and provide instructions for returning the item.

Step 4: Prepare Your Package

Securely package the eyewear, along with any included accessories, to protect it during transportation.

Step 5: Send Your Return

Follow the approved return method provided by our team.

4. Refund Processing

Once your returned item has been received and reviewed, we will notify you of the refund status.

Approved refunds will be issued to the original payment method used at checkout.

We aim to process approved refunds within 5–10 business days after receiving the returned item.

Additional time may be required for your bank, card issuer, or payment provider to reflect the refund in your account.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Email support@zorli.space and include:

Your order number
A description of the issue
Clear photographs of the item, where possible
Photographs of the packaging if shipping damage is involved

After reviewing your request, we will provide an appropriate resolution, which may include a replacement, return, or refund.

Customers will not be charged return-shipping fees for items confirmed to be defective, damaged upon arrival, or incorrectly supplied.

6. Exchanges

If you would like a different eyewear style or available variation, please contact our customer support team.

Exchanges are subject to product availability.

Depending on the circumstances, we may recommend returning the original item for a refund and placing a new order.

7. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@zorli.space.

We will make reasonable efforts to accommodate cancellation requests before the order has been dispatched.

If an order has already shipped, you may request a return after delivery in accordance with this policy.

8. Lost or Missing Packages

If your tracking information indicates that an order has been delivered but you have not received it, please contact our support team.

We may request additional delivery information and coordinate with the shipping carrier to investigate the issue.

Where an order is confirmed lost in transit, we will provide an appropriate resolution consistent with applicable consumer protection laws.

9. Return Exceptions

Certain items may be subject to additional restrictions where permitted by applicable law, including:

Items that have been materially altered or damaged through misuse
Products that cannot be safely returned due to circumstances unrelated to ordinary inspection
Customized or prescription eyewear, where specifically disclosed before purchase and where a legal exception applies

Any applicable product-specific return restrictions will be communicated before purchase.

Nothing in this policy limits your statutory rights regarding defective, misdescribed, or nonconforming goods.