Customer policy
This policy explains when an order can be cancelled, when a refund may be approved, and how to report a damaged or incorrect product.
Effective date: 28 July 2026
Cancellation is available only while the order is being prepared and has not yet been dispatched.
You may request cancellation only before the order is dispatched. To request cancellation, contact Zubeka with your order number using the support details below. Once an order has been dispatched, it cannot be cancelled.
Approved pre-dispatch cancellations and admin-verified claims for a wrong, damaged, or product-quality issue are eligible for a refund or replacement, as applicable.
Opened or used food products are non-returnable and non-refundable, except when the product received is damaged or incorrect and the issue is reported within the required timeframe.
Please report a wrong, damaged, or product-quality issue within 24 hours of delivery.
Include your order number and clear photographs of the product and packaging. Every request is reviewed manually by the Zubeka admin team. After verification, the team may approve a replacement or eligible refund.
Once approved, Zubeka will process the refund within 7 business days to the original payment method. The time taken for the amount to appear in your account may vary depending on your bank or payment provider.
Keep your order number ready when contacting the Zubeka support team.
