Refund policy

At ZARÉM, we want you to shop with confidence. If you experience an issue with your order, we’re here to help.

Returns

We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

Unopened and unused
In its original sealed packaging
In the same condition that you received it
Accompanied by proof of purchase

To start a return, please email hello@shopzarem.com.

If your return is approved, we’ll provide instructions on how and where to send your item. Returns sent without prior authorisation may not be accepted.

Hygiene & Safety

For health and hygiene reasons, we cannot accept returns or exchanges for:

Contact lenses that have been opened or worn
Products with broken or removed safety seals
Items that are not in their original condition

This policy helps ensure the safety and quality of our products for all customers.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive a damaged, faulty or incorrect item, contact us within 48 hours of delivery at hello@shopzarem.com, including:

Your order number
A description of the issue
Clear photographs of the product and packaging

We’ll review your claim and, where appropriate, arrange a replacement or refund.

Exchanges

If you wish to exchange an unopened, sealed item, please contact us first.

The quickest way to receive a different product is to return the eligible item (once approved) and place a new order.

European Union 14-Day Cooling-Off Period

If your order is delivered within the European Union, you may have the right to cancel or return your order within 14 days in accordance with applicable consumer protection laws.

Please note that this right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.

Refunds

Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@shopzarem.com.