A-to-z Guarantee
Last updated: August 23, 2026
Table of Contents
1. What Is the A-to-z Guarantee
The ZOMART A-to-z Guarantee protects every purchase on the marketplace. If you receive a product that is materially different from the description, arrives damaged, or does not arrive at all, you may be eligible for a full refund through the A-to-z Guarantee program. This guarantee applies to all items purchased on ZOMART, regardless of the seller or fulfillment method.
2. What Is Covered
The A-to-z Guarantee covers: items that never arrive; items that arrive significantly different from the product description; items that arrive damaged or defective; items with missing parts or accessories; counterfeit or inauthentic products; and items shipped to the wrong address by the seller.
3. Filing a Claim
Before filing a claim, you must first contact the seller through the ZOMART messaging system and allow 48 hours for a response. If the seller does not resolve the issue, you may file an A-to-z Guarantee claim. Claims must be filed within 90 days of the estimated delivery date. To file: go to Your Orders, select the order, click "File a claim," and provide details about the issue.
4. Claim Process
Once a claim is filed: ZOMART reviews the claim and seller response within 3 business days; we may request additional information from either party; a decision is made based on the evidence provided; and the refund (if approved) is issued to your original payment method within 5 business days. ZOMART's decision is final and binding on both the buyer and the seller.
5. Resolution Options
Depending on the claim, ZOMART may: issue a full refund to the buyer; require the seller to provide a replacement; require the seller to issue a partial refund; or deny the claim if the evidence does not support the buyer's position. Refunds under the A-to-z Guarantee are funded by the seller. If the seller's account balance is insufficient, ZOMART may advance the refund and recover the amount from future seller payouts.
6. Exclusions
The A-to-z Guarantee does not cover: buyer's remorse or preference changes (covered by the standard return policy); items damaged by the buyer after delivery; items returned without authorization; claims filed after the 90-day window; or issues that have been resolved through direct seller communication. Fraudulent claims may result in account suspension and legal action.