Refund & Return Policy
Our Escrow system holds your funds. If the vendor fails to deliver, we refund you instantly. No stories.
Effective Date: August 2024
Zolarux Escrow is designed to eliminate risk. Unlike other platforms where you pay the vendor directly, you pay Zolarux. We only release funds to the vendor after you confirm you are satisfied. This gives us the power to issue refunds without waiting for the vendor's permission.
Escrow Protection Scope
Full Refund
If you do not receive your order within the agreed timeline.
Full Refund
If the item received is significantly different from the description (wrong color, wrong specs, damaged, fake).
Partial Refund
If you decide to keep an item that has minor flaws (negotiated with vendor and approved by Zolarux).
The Refund Process
Report Issue
Report the issue to Zolarux via WhatsApp or email within 48 hours of delivery.
Funds Frozen
We explicitly pause the transaction. The vendor does not receive the money.
Investigation
We review evidence (chat history, product photos). This typically takes 2–6 hours.
Resolution
If the claim is valid, Zolarux refunds you directly from the escrow account within 24 hours.
Return Shipping
If a return is required, the product must be returned in its original condition.
Vendor Pays Shipping If:
The item sent was wrong, damaged, or defective.
Buyer Pays Shipping If:
The buyer simply changed their mind or ordered the wrong specification.
Dropshipping & Liability
Many vendors on Zolarux are Dropshippers — they fulfill orders via third-party suppliers.
Important:
The Zolarux Vendor you transact with is 100% liable for the order. Even if their supplier made the mistake, the Zolarux Vendor must resolve it or face a refund deduction. We do not deal with third-party suppliers.
Non-Refundable Items
Perishable goods (food, flowers) unless spoiled on arrival
Personalised or custom-made items, unless defective
Digital goods (software, courses) once accessed or downloaded
Items damaged by the buyer after delivery
Escrow protection fee on successfully completed transactions
Request a Refund Now
Have an issue with an order? Don't panic. Your money is safe with Zolarux. Report it immediately.