Refund policy
Returns, Exchanges, Cancellations & Refunds Policy
1. General
This policy explains the terms for canceling orders, returning products, exchanging products, reporting defective items, and receiving refunds or store credit for purchases made through the ZELQIX website.
For the purposes of this policy:
- “ZELQIX”, “we”, “us”, or “our” means the online store supplying the products.
- “Customer” means the person who placed an order, purchased a product, requested a return, or requested an exchange through the website.
2. Order Cancellation
A purchase may be canceled within 1 hour from the time the order was completed on the website, provided that the order has not yet been processed, fulfilled, or shipped.
Cancellation requests must be submitted by email or through the website contact form and must include a valid order number.
If the order has not yet been processed or shipped and the cancellation request was submitted properly, ZELQIX will issue a refund to the original payment method.
If the Customer requests cancellation more than 1 hour after placing the order, ZELQIX will make reasonable efforts to cancel the order if it has not yet been processed or shipped, but cancellation is not guaranteed.
If the order has already been processed or shipped, the Customer must wait until the package is delivered and follow the return or exchange procedure described in this policy.
3. Exchanges
Customers may request one exchange per order within 14 days from the date the package was delivered, according to the tracking information.
The product must be in new, unused condition, with original tags, packaging, accessories, and proof of purchase. The product may only have been handled for the purpose of checking size or fit, and must not show signs of regular use, wear, washing, damage, pet hair, odor, scratches, chewing, stains, or modification.
Unless the product is defective or the wrong item was sent, return shipping costs for exchanges are the Customer’s responsibility.
ZELQIX provides size exchanges only, subject to stock availability. ZELQIX does not guarantee exchange for a different color, model, or product.
All items from the same order that the Customer wishes to exchange must be sent together. Separate exchange requests for different products from the same order at different times may not be accepted.
4. Return Conditions
To qualify for a return, refund, or store credit, the returned product must be received in new, unused, clean, and resalable condition, with original packaging, tags, accessories, and proof of purchase.
If a product is returned used, damaged, dirty, incomplete, washed, altered, without original packaging or tags, or otherwise not in accordance with this policy, the Customer may not be eligible for a refund, store credit, or exchange.
ZELQIX reserves the right to inspect all returned items before approving any refund, exchange, or store credit.
5. Refunds to Original Payment Method
If a return is approved after inspection, a refund may be issued to the original payment method only.
Original shipping fees are non-refundable unless otherwise required by applicable law or unless the return is due to an error by ZELQIX.
Refunds may be reduced by applicable shipping costs, return shipping costs, payment processing fees, handling fees, restocking fees, or other costs incurred, where permitted by applicable law.
Refunds are usually processed after the returned item is received and inspected by ZELQIX or its designated return facility. After a refund is issued, it may take several business days for the amount to appear in the Customer’s account, depending on the payment provider or bank.
6. Store Credit / Gift Card Option
At ZELQIX’s discretion, the Customer may be offered store credit or a gift card instead of a refund to the original payment method.
Store credit may be issued for the approved value of the returned product and may be used toward future purchases on the ZELQIX website.
Store credit, gift cards, coupon codes, or similar credit codes may be valid for [Validity Period], unless otherwise stated or required by applicable law.
7. Non-Returnable Items
The following items may not be eligible for return, refund, or exchange:
- Used, worn, washed, damaged, altered, dirty, or incomplete items
- Items with pet hair, odor, stains, scratches, chewing marks, or signs of use
- Items without original packaging, tags, accessories, or proof of purchase
- Gift cards or store credit
- Final sale items, clearance items, or promotional items, unless otherwise required by applicable law
- Personalized, customized, or special-order items
- Any item returned outside the approved return window
8. Defective or Incorrect Items
If the Customer receives a defective item or the wrong product, the Customer must contact ZELQIX within 48 hours of delivery, according to the tracking information.
The Customer must provide the order number and clear photo or video evidence showing the defect or incorrect product.
If ZELQIX confirms that the product is defective or that the wrong item was sent, ZELQIX may, at its sole discretion, provide a replacement, exchange, store credit, or refund, in accordance with applicable law.
In cases where a replacement is provided for a defective or incorrect item, ZELQIX will cover the reasonable shipping costs required to send the replacement.
9. Return Shipping
Unless the product is confirmed defective or the wrong item was sent, the Customer is responsible for all return shipping costs.
ZELQIX strongly recommends using a trackable shipping service. ZELQIX is not responsible for returned packages that are lost, delayed, damaged, or not delivered to the designated return address.
Returns must be sent only to the return address provided by ZELQIX customer service. Products sent to an unauthorized address may not be accepted.
10. Refused or Unclaimed Packages
Refusing delivery, failing to collect a package, failing to respond to a delivery attempt, or providing an incorrect address does not automatically qualify the Customer for a refund.
If the package is returned to ZELQIX or its fulfillment partner, any refund or store credit may be reduced by shipping fees, return shipping fees, handling fees, payment processing fees, restocking costs, and any other costs incurred, where permitted by applicable law.
11. Promotions and Coupon Codes
Promotional codes, discount codes, gift codes, store credits, and coupon codes are subject to the terms stated at the time of issue.
Unless otherwise stated, promotions cannot be combined, transferred, exchanged for cash, or applied retroactively to previous orders.
12. Order Cancellation by ZELQIX
ZELQIX reserves the right to cancel any order at its sole discretion, without prior notice, including but not limited to cases of suspected fraud, pricing errors, stock issues, shipping restrictions, payment problems, or misuse of promotions.
If ZELQIX cancels an order after payment has been made, a refund will be issued to the original payment method.
13. Contact Us
For any cancellation, return, exchange, refund, or defective item request, please contact us at:
[Email Address / Contact Form]
Please include your full name, order number, email address used at checkout, and relevant photos or videos where applicable.