Refund Policy

At Zaokae, we want you to be completely satisfied with your purchase. If you are not entirely happy with your item, we are here to help with a straightforward, transparent return and refund process compliant with United States consumer protection standards.

1. 30-Day Return Window

You have 30 calendar days from the date your item was marked as delivered by the carrier to request a return. If 30 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Free Returns & No Fees

We stand behind our products, which is why we offer completely Free Returns for our customers in the United States:

  • Return Shipping Costs: $0.00. Zaokae will provide a prepaid shipping label for your return. You do not have to pay for return shipping.
  • Restocking Fees: $0.00. We do not charge any restocking fees or administrative costs for processing returns.

3. Return Eligibility Criteria

To qualify for a successful return and full refund, your item must meet the following conditions:

  • The item must be unused, unwashed, and in the same condition that you received it.
  • The item must be in its original packaging, including all tags, labels, manuals, and accessories.
  • You must provide proof of purchase or the order number associated with the transaction.

4. How to Initiate a Return

  1. Contact Us: Email our support team at support@zaokae.com with your order number, product name, and the reason for the return.
  2. Receive Your Label: If your return is approved, we will send you a prepaid return shipping label via email along with instructions on how and where to drop off your package.
  3. Pack and Ship: Securely package the item in its original box and attach the prepaid label to the outside. Drop the package off at the designated carrier location. (Please note: Do not send items back to the address on the package without contacting us first, as it may go to an automated sorting facility and delay your refund).

5. Refund Processing Time (10-Day Policy)

Once we receive your returned item at our facility, our team will inspect it within 2 business days. We will notify you via email regarding the approval or rejection of your refund based on the item's condition.

  • Approved Refunds: If approved, your refund will be processed immediately. The funds will automatically be applied back to your original method of payment (e.g., Credit Card, PayPal).
  • Timeframe: We guarantee that all approved refunds will be fully credited and processed within 10 business days. Please note that your bank or credit card company may take an additional 2-5 business days to post the transaction to your statement.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us at support@zaokae.com within 48 hours. We will immediately arrange a brand-new replacement or a full refund, and we will waive all return requirements or provide specialized instructions at no expense to you.

Contact Information

If you have any questions or require assistance with an ongoing return, please contact our support desk:

Store Name: Zaokae
Legal Entity: MDJ FOODS PTY LTD
ACN: 697 259 135
Email: support@zaokae.com
Phone: +61485842116
Operational Address: Unit 4, 10 Bates Ave, Paddington, NSW 2021, Australia