Return and Refund Policy
Introduction
This policy defines customer rights and procedures related to returns, exchanges, and refunds. Consumer protection laws always apply in cases of defective, damaged, or non-compliant products. This policy operates in conjunction with the Terms of Service.
Return and Exchange Period
Returns and exchanges are accepted within 30 days from the date of delivery. Requests submitted after this period will not be accepted.
Return and Exchange Conditions
To qualify for a return or exchange, the product must:
- Be in the same condition as received, without signs of use beyond initial inspection
- Include original packaging, tags, and accessories
Non-Returnable Items
Returns are not accepted for products that do not meet the above conditions, are missing packaging or accessories, are damaged due to improper use, or are returned without prior authorization from the store.
Return or Exchange Procedure
To request a return or exchange, contact customer support within 30 days from the date of delivery at support@zorxena.com. Provide your order number, product(s), reason for return, and photos if available. Returns without prior approval will not be accepted.
Damaged or Incorrect Products
If you receive damaged or incorrect products, please contact us immediately at support@zorxena.com. In your message, include your order number, a brief description of the issue, and attach photos. The store will offer a free replacement or a full refund, in accordance with consumer rights.
Refunds
A decision regarding return approval is provided after product inspection. Approved refunds are issued to the original payment method within 7 days of approval. Processing time may vary depending on the payment provider.
Return Shipping Costs
The return address and instructions are provided after return approval. For damaged or incorrectly shipped products, return shipping costs are covered by the store. In other cases, return shipping costs are the responsibility of the customer. No restocking fees are charged.
Order Cancellation
Order cancellation is only possible before processing begins. To request a cancellation, please contact customer support at support@zorxena.com. Once order processing has started, cancellation is no longer possible. In such cases, refunds should be handled in accordance with the process outlined above.
Abuse Prevention
The store reserves the right to refuse returns or exchanges in cases of suspected abuse, fraud, or repeated improper use of products.