1. General approach
Zagrin aims to handle refund and return requests fairly and transparently. Physical goods, digital goods, and services may follow different eligibility rules depending on how the order was delivered.
2. Eligible return scenarios
- The item arrives damaged, defective, or materially different from the listing.
- The wrong item is delivered.
- The seller or marketplace approves a goodwill return within the stated return window.
3. Items that may not be returnable
- Custom-made or personalized items, unless faulty.
- Perishable or hygiene-sensitive items, where applicable.
- Digital products once download, access, or delivery has started.
- Services that have already been fully delivered or scheduled and completed.
4. Return request window
Unless a listing states otherwise, buyers should contact Zagrin or the relevant seller as soon as possible after delivery and ideally within 14 days of receiving the order.
5. Refund process
- Email contact@zagrin.co with the order number and issue summary.
- Provide photos or supporting details if the issue relates to damage, defects, or incorrect items.
- Zagrin and/or the seller will review the request and confirm next steps.
- If approved, refunds are returned to the original payment method whenever possible.
6. Shipping costs and return labels
If the item was defective, incorrect, or not as described, Zagrin or the responsible seller may cover the return cost. For discretionary returns, the buyer may need to cover return shipping.