Return and exchange policy

 

Welcome to Zorilenta (hereinafter referred to as “we”, “us”, or “our”). This Return and Exchange Policy outlines the applicable conditions, timeframes, and procedures for returns and exchanges, providing a clear and transparent after-sales process.

1. Return and Exchange Period

Return or exchange requests may be submitted within 30 days from the date the order is received. Requests submitted after this period may not be accepted.

2. Acceptable Reasons for Return or Exchange

Return or exchange requests may be approved under the following circumstances:

• The product shows visible appearance defects.
• The product has quality-related or functional issues.
• The product has an unusual odor or a significant color variation.
• The item received does not match the order details.
• A return or exchange is requested without a specific reason, provided the item remains unused and in good condition.

3. Return Procedure

To request a return, please follow the steps below:

• Please contact our customer service team via email or phone and provide your order number, proof of payment, the reason for return, and any relevant photos or videos.
• Once your request has been reviewed and approved, you will receive the designated return address along with detailed instructions.
• Please send the product back to the specified return address and retain the shipping receipt or tracking information for reference.
• After the returned item is received and inspected, an eligible refund will be processed accordingly.

4. Exchange Procedure

If you wish to request an exchange, please follow the steps below:

• Contact our customer service team and provide your order number, proof of payment, the reason for exchange, and any supporting photos or videos.
• Upon approval, you will receive return instructions and the designated return address.
• Please return the product according to the provided instructions and wait for confirmation of receipt.
• After inspection and approval, the replacement item will be shipped within 1–3 business days.

5. Refund Processing

Refunds are handled according to the following guidelines:

• Refunds are issued to the original payment method used at checkout, such as Visa or MasterCard.
• Refund processing typically takes 1–5 business days, depending on the bank or card issuer.
• If the refund is not received within this timeframe, please contact our customer service team for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to product defects, quality issues, incorrect items, or significant discrepancies, return shipping costs will be covered by us.
• If the return or exchange is requested for personal reasons, return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Returned items must be properly packaged and include all original components and accessories. Returns that are damaged due to improper handling, misuse, or incomplete packaging may not be eligible for a refund or exchange. Each request will be assessed on a case-by-case basis based on the actual condition of the returned item.

8. Return Label

A return label may be included inside the package or provided after approval, depending on the specific situation. Please follow the provided instructions carefully to ensure accurate identification and timely processing of your return.

9. Contact Information

If you have any questions regarding this Return and Exchange Policy or require further assistance, please contact us using the information below:

Contact Address: 11005 16th Avenue Southeast, Apartment 20B, Everett, WA 98208-4839, United States
Customer Service Phone: +1 (206) 612-9945
Customer Service Email: service@zorilenta.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)