Answers to your Questions
YES. At Zulyap, customer satisfaction is always our top priority, so we offer: 30 Days Goodwill Returns Policy.
Please note that the conditions for requesting return/ exchange/ refund depends on the type of product and it will be subject to your compliance with our Goodwill Returns Policy.
Generally, you may return or replace an item (excluding sale items*, clearance sale items*, discounted items*, food and delicacy items*, gift cards, mobile loads, personalized items*, made-to-measure*, swimwear*, earrings*, pillows*, underwears*, and lingeries*) if it falls under the following instances:
- Damaged Item
- Defective/ Malfunctioning Item
- The item delivered was not the right item (e.g. wrong size, wrong color, different product)
- Received an incomplete product (e.g. missing parts or accessories)
- The item delivered was not as advertised.
- Some of these items may have their own terms and conditions which will be provided and made clear to you at the time of purchase.
- Orders for food and delicacies are covered by our Zulyap Freshness Guarantee.
- These products and electronic items can only be returned under our goodwill policy if they are unopened and have the security or hygiene seal intact.
Further, please note that returns and replacement of item(s) due to change of mind will not be accepted and requests that does not meet Zulyap Goodwill Returns Policy are ineligible for return/ refund.
- Prepare item for shipping: Place your item in the original packaging, including all accessories that came with the item. You may still return a item if the box has been opened and including the manual.
- Print a mailing label: Contact Customer Support for assistance with your return. Your item must be returned to Zulyap using a trackable shipping method.
- Give return package to the shipper: Please wrap the package securely, attach the return label you printed to the package, and take your return package to a drop-off location for the shipper indicated on the label. You will not be eligible for a replacement if the item is delivered to Zulyap more than 30 days following the end of the applicable return window.
When we have received and processed your return, our returns department will perform the appropriate checking of the disputed item. Only after two (2) consecutive replacement attempt has been exerted and failed shall a full refund to the original order will be processed. All refunds are subject to our refunds policy. View completed refunds by visiting the Order Summary in Your Account.
Note about pre-paid mailing labels and shipping cost refunds: Return shipping costs are to the account of the buyer.
- Step 1: Open a dispute from "My Orders".
- Step 2: Select the product you intended to dispute and provide details that will help us understand your request.
- Step 3: Send the following; Official Receipt, Shipping Label, clear picture and/or video of item especially the affected damaged area or defective product. Please use good lighting, and a close to medium distance, so we can identify product issue and easy to verify and attachment size must be under 3MB.
- Step 4: Please allow at least 3 working days for our team to process and validate/approve your return/exchange request.
- Step 5: Soon as we look into your request, you will be notified via email by a Zulyap customer support specialist for instructions on how to return the product being disputed and the steps that follow after.
Note: shipping method should be same from original shipping method based on price, Zulyap does not pay for shipping if a buyer returns a product without the same shipping method base on price.
Most refunds to buyer are available within 30 days after 2 successive attempts to replace the item failed.
Whether you bought your Zulyap item through Zulyap.com or in a retail store, your item is covered by a limited warranty.
Non-electronics products return/refund policy.
Item should be return with the parcel. Refund and/or replacement request valid within 7 days upon receive according to the reasons below;
- Factory Defect
- Item description / Variation mismatch
- Damaged Product (Physical)
- Missing Item/Part Accessories
- Used Items
- Wrong Item
- Expired
- Counterfeit
Electronic products return/refund policy.
Item should be return with the parcel and accessories such as cable, charger, battery, etc. Replacement order shall be placed on the delivered parcels with missing unit(s) or accessories. Request valid within 7 days upon receive according to the reasons below;
- Factory Defect (Internal)
- Item description / Variation mismatch
- Damaged Product (Physical)
- Missing Item/Part Accessories
- Used Items
- Wrong Item
- Counterfeit
2.1 Electronic product include tablet, mobile phone, computer, consumer electronic gadgets, watch and host.
Note about pre-paid mailing labels and shipping cost refunds: Return shipping costs are to the account of the buyer.
- Buyer can file a dispute thru their account, "My Orders".
- They can also call through costumers service hotline or send email to ZULYAP if they need to be guided.
- Zulyap will validate return request. Please provide at least 3 working days.
- Notifications of approval will be received thru email.
- (a) Exceeded shipping lead-time, refunded by platform dispute: If the package has not been received 60 days after order is placed, the package shall be declared missing.
- (b) No shipping update: over 15 days after the order has been placed without a shipping update, shipping status with order number should be checked, if the order is still not yet received after 60 days, special arrangements shall be processed for the above (a) situation.
- Please wrap the package securely, attach the return label you printed to the package, and take your return package to a drop-off location for the shipper indicated on the label.
- Filed more than 7 days or out of warranty period
- Items returned are incomplete
- Improper Packaging
- Shipping label and official receipt is missing
- Insufficient explanation
- Change of mind
International Shipping: 7 to 60 days of lead-time
- Wrong item received
- Factory Defect /Damaged Item
- Scratches in the package/ Box
- The packaged is squeezed tightly upon delivery
In the case of a failed delivery attempt due to following reason: unlocated Address, Consignee Unknown, Incomplete Address details etc.., that may attribute in failing to deliver the shipments. Within twelve hours after reporting failed delivery attempt to buyer. Courier may coordinate and informed with buyer or seller to confirm the shipping information details, then courier shall perform a second delivery attempt in any given time/ days.
In the case of an unsuccessful second delivery attempt, courier will make no further attempt for another delivery and initiate the process for returning the purchased product to the seller, returned shipping fees are undertaken by Zulyap.
Zulyap will not be responsible if the customer didn’t accept the package during the delivery, but we verify the buyer’s situation, our team will conduct investigation and consider blocking the customer account.
Buyer file a dispute reports, then buyer needs to obtain proof that the “package has not yet arrived” from their local post office and send the proof to us for further checking.
Buyer will check the package weight of the order and product order SKU of the product received to confirm, the solution should be provided between buyer and customer assistance through clear and professional communication.
- Product shipped thru Flat ship is not covered of ZULYAP after sales service.
- It is also invalid to surface mail and air mail as well as package checks. Incorrect customers details and shipping address.
The buyer may request to resend the item, the shipping for both return and resending the package will not be the responsibility of ZULYAP.
If the request is for refund, then resending shipping fee should only apply and the buyer will receive the amount paid less the return shipping fee.
Insufficient evidence
Filed more than 7 days or out of warranty period
Change of mind.
Product Category | Types of Products | Return Conditions and Requirements |
---|---|---|
Apparels, Clothing | T-shirts, Dress, Shorts, Jackets, kids clothing, Underwears, Lingerie, Skirts, Pants, |
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Accessories | Hats, Watches, Belts, Sunglasses |
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Bags | Luggage bags, handbags, totebags, backpacks |
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Jewelry | Earrings, rings, necklaces, bracelets, anklets (may also include watches) |
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Footwear | Shoes, Sandals, Boots, Slippers |
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Beach Essentials | Swimwear, beach sandals, beach slippers, Beach Blankets, Beach bags (may include sun glasses) |
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Décors | Throw Pillow, Ornaments, Paintings, Lamps, Handicraft Storage Boxes, Candle Holders, Table Accessories |
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Musical Instruments | Guitar, Flute, Ukulele, Drums |
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Food and Delicacies | Biscuits, Cookies, Chocolates, Candies, Tea, Coffee, etc. (anything that is edible) |
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Toys, Games, Arts & Crafts | Ride-ons, Action Figures, Board Games, Kiddie Furnitures, Arts & Crafts, Hobbies |
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Prepaid Cards | Mobile Loads, Transport Cards, Internet Cards, Game Cards |
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- This was originally shipped and sold by Zulyap.
- The items must be in their original condition, not worn, torn, snagged, stained or damaged in any way.
- The packaging or any of the individual product components, has not been unsealed or damaged.
- Please note we are only able to offer size and color exchanges.
- All exchanges are based on stock availability.
- If you prefer to exchange the item(s) please note that the delivery is not free on the replacement item. And for customers based outside the Philippines you may need to pay taxes and duties on this.
- Delivered a wrong item to the customer.
- Items ordered are defective.
- Customer gives wrong order information.
- Due to customer's negligence.