Zayrai International Trading Group Last Updated: June 18, 2026

At Zayrai International Trading Group (“Zayrai,” “we,” “us,” or “our”), we are committed to delivering quality products and reliable service across import, export, wholesale, retail, cargo, and logistics. This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through zayrai.com (the “Site”). By placing an order with us, you agree to the terms below.

1. Order Cancellations

• Orders may be cancelled free of charge before they have been processed or dispatched for shipping. Contact info@zayrai.com with your order number as soon as possible.
• Once an order has shipped, it can no longer be cancelled and is instead subject to the return process outlined below.
• Custom, made-to-order, and bulk/wholesale orders confirmed by invoice or purchase order may not be cancelled once production or procurement has begun, unless otherwise agreed in writing.

2. Eligibility for Standard Returns

Most products may be returned within 7 calendar days of delivery, provided that:

• The item is unused, uninstalled, and in its original condition;
• The item is in its original packaging, with all accessories, manuals, and seals intact;
• You have valid proof of purchase (order number or invoice); and
• You have contacted us in advance and received a Return Authorization (RA) number.

Returns sent without prior authorization may be refused or delayed.

3. Non-Returnable / Non-Refundable Items

For health, safety, hygiene, or commercial reasons, the following cannot be returned or refunded except where the item is defective, incorrect, or damaged in transit:

• Pharmaceuticals and medical products — cannot be returned once dispatched, except for incorrect items, expired stock on arrival, or transit damage reported within 48 hours of delivery.
• Custom-fabricated or made-to-order goods (e.g., steel and metal products cut, machined, or finished to a customer’s specifications).
• Mobile phones and electronics once activated, registered to a network/IMEI, or with broken security seals — unless a manufacturing defect is confirmed.
• Bulk, wholesale, and contract orders governed by a signed purchase order or sales agreement — these follow the return/claim terms in that agreement rather than this general policy (see Section 9).
• Perishable agricultural products.
• Clearance, liquidation, or items marked “Final Sale.”
• Any item missing its original packaging, accessories, or proof of purchase.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered:

1. Notify us at info@zayrai.com within 48 hours of delivery.
2. Include your order number, a description of the issue, and clear photos or video of the item and its packaging.
3. Once verified, we will offer a free replacement, full refund, or store credit — your choice — and we will cover the return shipping cost.

5. How to Request a Return

1. Contact us at info@zayrai.com with your order number and reason for return.
2. Receive authorization — our team reviews the request and, if approved, issues a Return Authorization (RA) number and return address.
3. Ship the item back within 7 days of receiving your RA number, with the RA number clearly marked on the package.
4. Inspection — our warehouse inspects returned items within 3–5 business days of receipt.
5. Resolution — we notify you by email of the outcome and process any refund or exchange accordingly.

6. Return Shipping Costs

• For returns due to change of mind or buyer error, the customer covers return shipping.
• For returns due to our error (wrong, defective, or damaged item), Zayrai covers return shipping.
• For large, heavy, or freight-shipped goods (machinery, steel, bulk pallets), return logistics are arranged case-by-case with our logistics team, and any restocking or freight fees will be confirmed before pickup.

7. Refunds

• Approved refunds are issued to the original payment method where possible; for bank transfer, letter of credit (LC), or wire payments, funds are returned to the original sending account.
• Refunds are processed within 7–10 business days of approval. Banks and card issuers may take an additional 5–10 business days to post the credit.
• Customs duties, import taxes, brokerage fees, and currency conversion charges are non-refundable, as these are collected by third-party authorities and financial institutions, not Zayrai.
• A restocking fee of up to 15% may apply to bulk, industrial, or large-volume returns that are not the result of our error.

8. Exchanges

Exchanges are available for defective, damaged, or incorrectly shipped items, subject to stock availability. If a replacement is unavailable, we will offer a refund or store credit instead.

9. Wholesale, Bulk & Custom Orders

Orders placed under a quotation, purchase order, or signed sales contract — typical for our steel & metals, machinery, and large-quantity trade clients — are governed first by the terms of that agreement. Where the agreement is silent, the following defaults apply:

• Shortages, damage, or quality disputes must be reported within 5 business days of container/shipment arrival, with photo or video evidence and, where applicable, an inspection report.
• Disputes are resolved through joint inspection, negotiation, or independent third-party inspection (e.g., SGS), as agreed between both parties.

10. International Orders, Customs & Logistics

• Zayrai ships globally through our cargo and logistics partners. Buyers are responsible for understanding and complying with the import regulations, licensing, and customs requirements of their own country.
• Delays or losses caused by customs holds, border inspections, or third-party freight carriers are outside Zayrai’s control, though we will assist with tracking and resolving issues wherever possible.
• Statutory consumer rights in your country of residence (for example, cooling-off periods under EU or UK distance-selling rules) apply in addition to this policy where legally required.

11. Late or Missing Refunds

If you haven’t received a refund within the timeframes above:

1. Check your bank account or card statement again.
2. Contact your card issuer or bank, as posting times vary.
3. If you’ve done the above and still see nothing, contact us at info@zayrai.com and we will investigate.

12. Governing Law & Changes to This Policy

This Policy is governed by the laws of Canada, without prejudice to any mandatory statutory rights you may have under the laws of your country of residence. We may update this Return & Refund Policy from time to time; the “Last Updated” date above reflects the most recent revision, and continued use of the Site after changes are posted constitutes acceptance of the revised policy.

13. Contact Us

For any return, refund, or order-related questions, reach our team:

• Email: info@zayrai.com
• Head Office: Ottawa, Canada
• Other Offices: Toronto & Montreal, Canada · Guangzhou, China