Zayrai International Trading Group Last Updated: June 18, 2026

Zayrai International Trading Group (“Zayrai,” “we,” “us,” or “our”) wants every buyer — whether placing a single retail order or a bulk wholesale shipment — to order with confidence. This Buyer Protection Policy explains what’s guaranteed when you pay through our official channels, what isn’t covered, and how disputes are resolved.

1. What This Policy Covers

Eligible orders (see Section 2) are protected against:

• Non-delivery — your order is not shipped or received within the agreed timeframe and has not been refunded.
• Not as described — a significant mismatch between the goods received and the agreed specification, materials, quantity, or quality (versus the listing, quotation, or approved sample).
• Damaged or defective goods on arrival (in conjunction with our Return & Refund Policy).
• Counterfeit or unauthorized-brand goods knowingly supplied by Zayrai.
• Unjustified late delivery beyond the shipping timeframe confirmed in writing, excluding delays from customs, force majeure, or carrier issues outside our control.

2. Eligibility Requirements

To qualify for Buyer Protection, an order must meet all of the following:

• Paid through zayrai.com’s checkout, or by bank transfer/letter of credit to an official Zayrai account as stated on your invoice or sales contract.
• Backed by a valid order number, invoice, or purchase order on file.
• Reported within the applicable claim window (Section 4).
• For bulk or custom orders, have specifications confirmed in writing (quotation, PO, or sample approval) prior to production or shipment.

⚠️ Orders paid in cash, to a personal account, through an unofficial intermediary, or by any method not confirmed in writing by Zayrai are not eligible for Buyer Protection. See our Anti-Fraud Policy for how to recognize and avoid off-platform payment scams.

3. What’s Not Covered

• Change of mind on goods received in conforming condition (handled instead under our Return & Refund Policy, where applicable).
• Minor, reasonable variations in color, packaging, or batch markings that don’t affect function.
• Delays from customs holds, incomplete or incorrect buyer-supplied shipping/compliance information, or force majeure events (natural disasters, war, port closures, etc.).
• Custom or made-to-order goods produced to a buyer-approved specification or sample, once approved.
• Goods that have been used, installed, altered, or activated (e.g., a mobile phone with IMEI registered to a network) before a claim is filed, unless a defect is independently confirmed.
• Orders paid through a method not eligible under Section 2.

4. Claim Windows by Order Type

5. How to File a Buyer Protection Claim

1. Email info@zayrai.com within the applicable window with your order number/invoice, a description of the issue, and supporting evidence (photos, video, inspection reports, correspondence).
2. Our team reviews the claim and may request additional documentation or a third-party inspection (e.g., SGS) for bulk or high-value orders.
3. We aim to send an initial response within 3 business days and a resolution decision within 10 business days of receiving complete documentation — longer where on-site inspection or a carrier investigation is required.
4. If approved, we proceed with the resolution outlined in Section 6.

6. Resolution Outcomes

Depending on the nature of the issue, an approved claim may result in:

• A full or partial refund to your original payment method.
• Replacement of the goods or missing items at no extra cost.
• Store credit toward a future order.
• A price adjustment for minor non-conformities, by mutual agreement.

Refund timing follows the timeframes in our Return & Refund Policy.

7. Escalation & Disputes

• If you disagree with a claim outcome, you can request a review by replying to your case reference and asking for escalation to a senior member of our resolution team.
• For high-value bulk or wholesale disputes, both parties may agree to engage an independent inspection body or mediator before pursuing formal dispute resolution under the governing law clause of the relevant sales contract.
• This Policy does not limit any statutory rights you may have under the laws of your country of residence.

8. Protection Limits

• Buyer Protection covers the value actually paid to Zayrai for the affected order; it does not cover indirect, consequential, or incidental losses (e.g., lost business or penalties owed to your own customers), except where required by law.
• For partial issues — such as a shortage within a bulk container — protection is limited to the value of the missing or non-conforming portion of that shipment.

9. Relationship to Our Other Policies

This Buyer Protection Policy works alongside, and does not replace, our Return & Refund Policy, Shipping Policy, and Terms & Conditions. Where a signed sales contract or purchase order conflicts with this Policy, the specific terms of that contract take precedence for that order.

10. Changes to This Policy

We may update this Buyer Protection Policy from time to time to reflect changes in our practices or legal requirements. 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.

11. Contact Us

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