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Return and Complaint Policy
Zubzdra Return and Complaint Policy
Last Updated: June 19, 2026
This Return and Complaint Policy applies to customers who purchase products through our online store.
The return and cancellation rules apply only to items purchased after these rules have been enabled or updated.
1. Return Policy
In accordance with applicable consumer regulations and our store policy, customers have the right to return eligible goods purchased from our online store within 30 days from the date of delivery of the item.
1.1. Returning Goods
Customers may request a return of a purchased product within 30 days of receiving the item, without providing a reason.
The return period starts from the date on which the item is delivered to the customer.
1.2. Return Conditions
Products may be returned only if they:
- have not been used,
- are complete,
- are in their original, undamaged packaging, where applicable,
- show no signs of wear, damage, or use beyond what is necessary to check the nature, characteristics, and functioning of the product,
- include all accessories, labels, seals, instructions, and other elements originally included with the product.
1.3. Packaging Notice
For logistical and environmental reasons, some products, including but not limited to whitening strips, may be delivered in individual sachets instead of standard retail packaging.
The type of packaging does not affect the quality or effectiveness of the product.
Returns are accepted only if the product has not been opened, used, damaged, or altered, regardless of the type of packaging.
1.4. Return Costs
The customer is responsible for arranging and paying for the return shipment.
We recommend using a tracked shipping service or courier service to ensure safe delivery of the returned product.
The customer is responsible for securely packaging the product before sending it back.
Return shipping costs are covered by the customer unless the return results from an approved complaint concerning a defective, damaged, or incorrect product.
1.5. Return Procedure
To start a return, the customer should submit a return request through their customer account, if this option is available, or contact us by email at:
The return request should include:
- order number,
- customer name,
- email address used for the order,
- product being returned,
- reason for return, if the customer wishes to provide one.
After receiving and reviewing the return request, we will provide further instructions regarding the return process, including the return address and any required details.
Products should not be returned before receiving return instructions from us.
Submit a Return Request
Click the profile icon in the store menu, or go to the return policy or returns page, and then submit a return request.
1. Sign in to your account:
a. Enter your email address in the “Email” field, then click “Continue”.
b. Open the email sent by our store and copy the six-digit verification code included in the message.
c. Return to the online store and enter the six-digit verification code.
2. Find the order you wish to return and click “Request return”.
3. If your order contains more than one product, select the items you want to return.
4. Select the reason for the return and add a message for the store.
5. Click “Request return”.
If your return request is approved and the product needs to be sent back, you will receive an email with shipping instructions. Once the returned product has been received, we will issue your refund.
1.6. Refund Processing
Refunds will be processed after we receive and inspect the returned product.
Approved refunds will be issued using the same payment method that was used for the original transaction, unless the customer expressly agrees to another refund method.
Refunds will be processed within 14 days from the date we receive the returned product.
In the case of withdrawal from the contract, the refund may include the price of the returned product and, where required by applicable law, the cost of the least expensive standard delivery method offered at the time of purchase. Additional costs resulting from the customer choosing a more expensive delivery method are not refundable.
2. Order Cancellation Policy
Customers may cancel an order within 1 hour of placing the order, provided that the order has not yet been processed, prepared for shipment, or shipped.
Cancellation applies only to unfulfilled items in the order.
After the 1-hour cancellation period has passed, or once order processing has started, cancellation may no longer be possible. In such cases, the customer may use the return procedure after receiving the product, in accordance with this policy.
3. Complaint Policy
We strive to provide high-quality products and excellent customer service. However, if any issue arises, customers may file a complaint.
3.1. Right to File a Complaint
Customers have the right to file a complaint if the received product is:
- defective,
- damaged,
- incomplete,
- incorrect,
- not as described,
- not in conformity with the order.
3.2. Complaint Procedure
To file a complaint, please contact us at:
The complaint should include:
- order number,
- purchase date,
- customer name,
- description of the issue,
- photos or other evidence of the defect or damage, if possible.
After reviewing the complaint, we will provide further instructions regarding the next steps, including return, replacement, refund, or other available solution.
3.3. Complaint Processing Time
Complaints will be reviewed within 14 days from the date of receipt of the complaint.
If additional information is needed to assess the complaint, we may contact the customer.
3.4. Shipping Costs in Case of an Approved Complaint
If the complaint is approved and the product must be returned, the seller will cover reasonable return shipping costs or provide other return instructions.
3.5. Refund or Product Replacement
If the complaint is approved, the customer may be offered one of the following solutions, depending on the circumstances and applicable law:
- product replacement,
- refund,
- partial refund,
- repair, if applicable,
- another appropriate solution agreed with the customer.
Approved refunds will be processed within 14 days, using the original payment method unless otherwise agreed.
4. Exceptions and Non-Returnable Products
Certain products may not be eligible for return if this results from applicable law or the nature of the product.
This may include, in particular:
- products made to the customer’s individual specifications,
- personalized products,
- sealed hygiene or cosmetic products after opening,
- products that have been used,
- products that are damaged or incomplete due to the customer’s handling,
- products returned without original accessories, labels, seals, or packaging where these are required.
This does not affect the customer’s statutory rights regarding defective or non-conforming products.