Refund and Return Policy for ZELAS
Effective Date: December 10, 2024
At ZELAS, we want you to be fully satisfied with your luxury product purchase. If you are not completely happy with your order, we offer a straightforward refund and return policy to ensure that your experience is as smooth as possible. Please read this policy carefully for detailed instructions on how to initiate returns, exchanges, and refunds.
1. Return Eligibility
We accept returns within 30 days from the date of purchase. To be eligible for a return, the following conditions must be met:
- The item is in new, unused condition and in its original packaging.
- The product has not been altered, resized, or damaged in any way.
- The product includes all original accessories, tags, and documentation.
- You must initiate your return request within 30 days of receiving the item.
Note: Custom or engraved items are not eligible for return unless there is a defect in the product.
2. How to Return an Item
To begin the return process, please follow these steps:
- Contact us via email at info@zelas.site or through our website’s contact form.
- Provide your order number, the reason for the return, and any additional details about the product.
- Our customer service team will review your request and provide you with a Return Authorization Number (RAN) and instructions for sending the product back.
3. Return Shipping
The customer is responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service for returns to ensure the product arrives safely. Please note that we cannot guarantee that we will receive your returned item if shipping is not insured or tracked.
4. Refund Process
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be issued to your original payment method within 7-10 business days.
- Refund for non-defective items will be the original purchase price minus the return shipping costs.
- Refund for defective or damaged items will include the full purchase price and shipping costs, if applicable.
5. Exchanges
If you wish to exchange an item for a different size or model, please follow the return procedure and place a new order for the desired item. Unfortunately, we do not offer direct exchanges; returns and new orders must be processed separately.
6. Defective or Damaged Items
If your item arrives defective or damaged, please contact us immediately at info@zelas.site with detailed photos of the issue. We will guide you through the process of receiving a replacement or a full refund, including reimbursement for return shipping costs.
7. Non-Refundable Items
Certain items are non-refundable, including but not limited to:
- Customized or engraved products
- Gift cards
- Final sale or clearance items
8. Cancellations
If you wish to cancel your order, please contact us as soon as possible. We can cancel your order if it has not yet been processed or shipped. Once an order is shipped, it cannot be canceled, and you must follow the return process to return the product.
9. Customer Support
If you have any questions or need further assistance with returns or refunds, our customer support team is here to help. You can contact us at:
Email: info@zelas.site
Phone: 347-877-6762
Website: www.zelas.site
We aim to respond to all inquiries within 24-48 hours.
10. Thank You for Choosing ZELAS
At ZELAS, we are committed to providing the best luxury products and an exceptional shopping experience. We want to ensure that you are fully satisfied with your purchase, and we will do everything we can to resolve any issues as quickly as possible. Thank you for trusting us with your luxury shopping needs!