Returns and Refunds

This Return & Refund Policy applies to purchases made through the Zupe Marketplace on the Zupe app and website (the “Platform”). Zupe is headquartered in Hong Kong.

1) Who you’re buying from (Merchant of Record)
When you place an order on the Zupe Marketplace, Zupe acts as the Merchant of Record. That means Zupe is the seller of record for the transaction, processes your payment, and handles return/refund requests under this policy.

2) Return window (7 days)
Eligible items may be returned within 7 days from the date your order is marked as delivered (the “Return Window”).

Return requests submitted after the Return Window may be rejected unless required by applicable law.
Certain items are not eligible for return for safety/hygiene reasons (see Section 4).

3) Return eligibility (condition requirements)
To qualify for a return within the 7-day Return Window, the item must be:

Unused, unopened, and in original packaging, including any seals, labels, manuals, and accessories; and
In resalable condition (no damage, wear, or contamination not caused by shipping).
If returned items do not meet these requirements, we may refuse the return or issue a reduced refund where permitted.

4) Non-returnable items (health & wellness best practice)
Unless the product page explicitly states otherwise, the following are generally not returnable due to hygiene/safety and regulatory considerations:

Consumables/ingestibles (e.g., supplements, food, beverages)
Personal care & hygiene products (e.g., skincare, cosmetics) once opened
Perishable items
Gift cards/e-vouchers/digital products
Final sale/clearance items (where clearly marked)
Exception: If your item is damaged, defective, expired, or incorrect, it may be eligible for a remedy even if it falls into a non-returnable category (see Section 5).

5) Damaged, defective, expired, or incorrect items (Zupe will fix it)
If your order arrives damaged, defective, incorrect, missing items, or (where applicable) expired, contact us as soon as possible and provide:

Order number
Photos/videos showing the issue (including outer packaging)
Batch/lot number and expiry date (if applicable)
Depending on the issue and stock availability, Zupe may offer:

A replacement, or
A refund (full or partial), or
Store credit (if you choose it)
Operationally, this also supports investigation with our fulfillment/logistics setup (e.g., Zhenhub) where relevant. [1]

6) How to request a return
Go to Your Orders in the Zupe app/web
Select the order → Request Return/Refund
Choose a reason and upload supporting photos/videos (if applicable)
Follow the instructions you receive (including packaging and drop-off/pick-up steps)
Customer support/operations are handled by our internal team.

7) Return shipping costs (customer-paid returns)
For change-of-mind returns (e.g., ordered the wrong item, no longer needed), return shipping costs are paid by the customer.

Shipping fees paid at checkout are generally non-refundable, unless required by applicable law.
If the return is due to an issue caused by Zupe (e.g., defective/incorrect item), Zupe may cover return logistics or waive the requirement to return the item for low-value goods, depending on the circumstances.
8) Refunds (method and timing)
If your return is approved:

Refunds are issued to the original payment method (or store credit if you choose it).
Once we receive and inspect the returned item (if required), we typically process refunds within 5–10 business days. Your bank/payment provider may take additional time to post the refund.

9) Exchanges
We generally do not offer direct exchanges. If you want a different item, please return the original item (if eligible) and place a new order.

10) Cancellations (before shipping)
If your order has not shipped, you may request cancellation via Your Orders. If cancellation is successful, you will receive a full refund. If the order has already shipped, you’ll need to follow the return process (if eligible).

11) Fair use / abuse prevention
To protect customers and the marketplace, Zupe may refuse returns/refunds or suspend accounts if we detect fraud, abuse, or excessive/unusual return activity.

12) Contact
Email: support@zupe.life
Whatsapp: +852 6930 1836