Answers to your Questions

RETURN, EXCHANGE, & REFUND
Can I return or exchange an Item?

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.

Is there a time limit within which I may return the products?
A customer can file a return up to thirty (30) days from the time they received their item(s). Once filed and successfully approved, the customer must return the item to the Zulyap warehouse or to the Zulyap Vendor within seven (7) days of filing. Return and exchange requests outside of these grace periods will not be accepted.
What is the Zulyap 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:

  1. Damaged Item
  2. Defective/ Malfunctioning Item
  3. The item delivered was not the right item (e.g. wrong size, wrong color, different product)
  4. Received an incomplete product (e.g. missing parts or accessories)
  5. The item delivered was not as advertised.
Note:
  • 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.

How do I return a disputed Zulyap product to eSixty?
  1. 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.
  2. Print a mailing label: Contact Customer Support for assistance with your return. Your item must be returned to Zulyap using a trackable shipping method.
  3. 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.
How will I be refunded for a returned product?

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.

How to Start a Return & Exchange?
In order to return or exchange an item please follow the process set out here: --- Show here our System Process --- Example:
  • 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.

When will I get my refund?

Most refunds to buyer are available within 30 days after 2 successive attempts to replace the item failed.

Are Zulyap products covered by a limited warranty?

Whether you bought your Zulyap item through Zulyap.com or in a retail store, your item is covered by a limited warranty.

What is ZULYAP return policy?

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.

How can I raise dispute to Zulyap?
  • 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.
What to do if the order still not received?
  • (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.
What is the packaging guideline for the returned item?
  • 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.
What are the possible rejected returns?
  1. Filed more than 7 days or out of warranty period
  2. Items returned are incomplete
  3. Improper Packaging
  4. Shipping label and official receipt is missing
  5. Insufficient explanation
  6. Change of mind
Where can I check the shipping fee?
Shipping can be check on the product page itself or upon checkout process.
Can I cancel my order?
Yes, it is still possible until 10:00pm on the day of the order created however if the payment method is credit/debit card it may take 5 to 60 days to refund your payment.
What Shipping options does Zulyap offer?
Local Shipping: 2 to 14 days of lead-time
International Shipping: 7 to 60 days of lead-time
Who will shoulder the shipping cost of the replacing the item?
Zulyap will shoulder the shipping cost once it’s been validated thru the following reasons:
- Wrong item received
- Factory Defect /Damaged Item
How to return a damaged product due to mishandling?
Delivered product cannot be returned if it is functional Damaged box/ packaging shall be compensated up to 10% of the original price under these conditions:
- Scratches in the package/ Box
- The packaged is squeezed tightly upon delivery
Who will be responsible for the Tariff Claim?
Buyer will be responsible for the payment, if any. Tariff has different policy based on their local customs, specifically on the country or states.
Who will be responsible for damaged packaging of International transaction?
Zulyap will not be deemed responsible if the buyer rejects or contest tariff claim as well as the item being returned due to prohibition issues respectively to the country’s policy.
Who will be responsible for the items hold by the country’s local customs?
Buyers should verify the qualifications or specific credentials required by their country. Zulyap will not be responsible for the products that cannot go through clear custom.
What if delivery failed?

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.

Who will be responsible if the buyer refuses to accept the product?

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.

Delivered item but reported not received:

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.

Product order left unattended or mistakenly shipped?

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.

Will there be instances that the warranty for missing package will not deemed valid?
  1. Product shipped thru Flat ship is not covered of ZULYAP after sales service.
  2. It is also invalid to surface mail and air mail as well as package checks. Incorrect customers details and shipping address.
Return shipping for international

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.

Invalid for refund claim or after sales service
Wrong shipping address
Insufficient evidence
Filed more than 7 days or out of warranty period
Change of mind.
What are the conditions and requirements? Below are the requirements for us to accept your return/ exchange request based on the type of product that you purchased:
Product Category Types of Products Return Conditions and Requirements
Apparels, Clothing T-shirts, Dress, Shorts, Jackets, kids clothing, Underwears, Lingerie, Skirts, Pants,
  1. Items were not purchased with a discount.
  2. Items were not purchased as SALES item or Clearance SALES item.
  3. It must be returned in original condition, complete with its hang tag, brand garment tags, and packaging.
  4. All return items must be unused and undamaged. Washing or altering the item(s) in any way are considered damaging it.
  5. As per our policy, we do not allow return of intimate apparels, such as underwears and lingeries.
Accessories Hats, Watches, Belts, Sunglasses
  1. Items were not purchased with a discount.
  2. Items were not purchased as SALES item or Clearance SALES item.
  3. It must be returned in original condition, complete with its hang tag, brand labels, and packaging.
Bags Luggage bags, handbags, totebags, backpacks
  1. Items were not purchased with a discount.
  2. Items were not purchased as SALES item or Clearance SALES item.
  3. It must be returned in original condition, where provided, any brand packaging such as dust bags and tags should be included in your return.
Jewelry Earrings, rings, necklaces, bracelets, anklets (may also include watches)
  1. Items were not purchased with a discount.
  2. Items that have been resized, damaged, or otherwise altered after delivery will not be accepted for return.
  3. All product packaging (boxes, warranty cards, manuals, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
Footwear Shoes, Sandals, Boots, Slippers
  1. Items were not purchased with a discount.
  2. Footwear should be returned unmarked and in their original and undamaged packaging as this is considered part of the product.
Beach Essentials Swimwear, beach sandals, beach slippers, Beach Blankets, Beach bags (may include sun glasses)
  1. Items were not purchased with a discount.
  2. It must be returned in original condition, complete with its hang tag, brand labels, and packaging.
  3. For swimwears and bikini bottoms should be tried on over underwear. Returns will not be accepted of the strip has been removed or if the items are soiled.
Décors Throw Pillow, Ornaments, Paintings, Lamps, Handicraft Storage Boxes, Candle Holders, Table Accessories
  1. Items were not purchased with a discount.
  2. It must be returned in original condition, complete with its hang tag, brand labels, and packaging.
Musical Instruments Guitar, Flute, Ukulele, Drums
  1. Items were not purchased with a discount.
  2. It must be returned in original condition, complete with its hang tag, brand labels, and packaging.
Food and Delicacies Biscuits, Cookies, Chocolates, Candies, Tea, Coffee, etc. (anything that is edible)
  • NOT APPLICABLE.
  • As per our policy, food items are not returnable to Zulyap.com but may be refunded subject to the Zulyap Freshness Guarantee.
Toys, Games, Arts & Crafts Ride-ons, Action Figures, Board Games, Kiddie Furnitures, Arts & Crafts, Hobbies
  1. Items were not purchased with a discount.
  2. It must be returned in original condition, complete with its hang tag, brand labels, and packaging.
Prepaid Cards Mobile Loads, Transport Cards, Internet Cards, Game Cards
  • NOT APPLICABLE
  • These items are not returnable to Zulyap.
Can I exchange an item for a different size or color?
Exchanges are available for apparels, footwears, hats, bags, jewelry, and other accessory items that have a size or color variation. The item being exchanged must meet the following criteria:
  • 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.
Important Notice:
  1. Please note we are only able to offer size and color exchanges.
  2. All exchanges are based on stock availability.
  3. 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.
Who will pay for the return shipping cost?
If the request for return or exchange is due to Zulyap or the vendor's fault then we will pay for the return shipping cost.
  1. Delivered a wrong item to the customer.
  2. Items ordered are defective.
If the request for return or exchange is not attributable to the Zulyap or its vendor's fault then the customer will pay for the return shipment cost, as well as its corresponding duties and taxes.
  1. Customer gives wrong order information.
  2. Due to customer's negligence.
How long will it take to process my return or exchange?
Once we receive your request, please allow atleast 3 working days for our team to process and approve your return/ exchange request.
When will I receive the exchanged product?
I purchased a bundled item, can I partially return/ exchange an item from the bundled item?
Partial return of bundled item is not allowed. Also, should the bundle contain any items ineligible for returns, you will not be able to return the entire bundle.
Zulyap may refuse a refund request if we find evidence of fraud, refund abuse, or other manipulative behavior that entitles Zulyap to a corresponding counterclaim.