Returns & Refunds Policy

Website / Store: ZextraSureGlobal.com
Business Address: 25, Jalan Kampung Parit Lapis Mahang, 83200, Senggarang, Malaysia
Support Email: support@zextrasureglobal.com
WhatsApp Support (only): +601121944419
Effective Date: 16 Dec 2026

This Returns & Refunds Policy explains when returns are accepted and how refunds are handled for purchases made on ZextraSureGlobal.com (“we”, “us”, “our”).

1) Return Window

We accept return requests within 14 days after the order is delivered (based on the courier’s delivery confirmation).

2) Return Eligibility (Accepted Returns)

To be eligible for a return:

  • Items must be unopened, unused, and in original sealed condition (if sealed).
  • Items must be in the same condition as received, with original packaging (boxes, labels, inserts).
  • Items must be returned complete (no missing parts or items from a bundle).

For hygiene and safety reasons, we do not accept returns for products that are opened or partially used.

3) Not Eligible for Return / Refund

Returns may be refused (and refunds will not be issued) if:

  • The product has been opened, used, or tampered with.
  • Items are missing from a set/bundle.
  • Damage occurred after delivery (misuse, improper storage, accidental damage).
  • The return request is made after the 14-day return window.
  • The shipment becomes undeliverable due to unpaid duties/taxes (see Section 9).

4) How to Request a Return

To request a return, contact us and include:

  • Order number
  • Full name
  • Reason for return
  • Photos (required if the item is damaged, incorrect, or packaging is compromised)

Email: support@zextrasureglobal.com
WhatsApp (only): +601121944419

If your return is approved, we will provide return instructions.

5) Return Shipping Costs

  • If the return is due to our error (wrong item shipped, item arrived damaged, or missing items), we will review the case and advise the resolution (replacement or refund).
  • If the return is due to change of mind or personal preference, return shipping costs are paid by the buyer.

Return shipping costs are non-refundable unless otherwise stated.

6) Refund Timing

Once we receive and inspect the returned item:

  • Approved refunds are processed to the original payment method (where possible) or via an agreed method.
  • Please allow a few business days for processing after inspection. Bank/payment provider processing time may vary.

7) Partial Refunds (If Applicable)

Refunds may be reduced if:

  • Items are returned with missing components,
  • Packaging is heavily damaged,
  • The product is not in its original condition.

We will inform you before finalizing any adjusted refund decision where possible.

8) Damaged, Incorrect, or Missing Items

If your parcel arrives damaged, incorrect, or missing items, contact us within 48 hours of delivery and include:

  • Photos of the outer packaging/box
  • Photos of the product(s)
  • Clear description of the issue

We will investigate and provide the appropriate resolution.

9) Import Duties & Taxes (International Orders) — Unpaid Duty/Tax = No Refund

International shipments may require payment of import duties, taxes, VAT/GST, or handling fees determined by customs authorities or the courier in the destination country.

Important rule:
If the buyer does not pay required duties/taxes (or refuses to cooperate with customs/courier clearance requests) and the shipment becomes undeliverable, held, returned, abandoned, disposed of, or destroyed, no refund will be provided.

This includes cases where:

  • The buyer refuses to pay duty/tax charges,
  • The buyer refuses delivery,
  • The buyer is unreachable or does not provide clearance details requested by the courier/customs,
  • The buyer does not respond before the courier/customs deadline.

Customs decisions, fees, and clearance requirements are outside our control.

10) Order Cancellations

  • Orders can only be cancelled before dispatch.
  • Once an order has been dispatched, it cannot be cancelled and must follow the return process (if eligible).

11) Contact Us

For return or refund requests:

Email: support@zextrasureglobal.com
WhatsApp (only): +601121944419
Address: 25, Jalan Kampung Parit Lapis Mahang, 83200, Senggarang, Malaysia

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