REFUND POLICY
Our refund policy lasts 30 days, and only covers defective items or items damaged in transit. 30 days have gone by since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.
Refunds & Exchanges
To be eligible for a refund or exchange, you must first email us at Ikacka13@gmail.com within 30 days of receiving your order and include pictures of the damaged items. Upon receipt (of product), we will send out a replacement if available. If a replacement is not available, we will refund the full purchase price of your item.
PLEASE NOTE: SHIPPING FEES ARE NOT REFUNDABLE
Order Cancellations
We do not allow any cancellations after an order is placed as it is automatically sent to our fulfillment agents and scheduled for dispatch. If you still wish to cancel your order, please simply follow our refund process.
Lost or Stolen Packages
Zeones is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Zeones will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Return Shipping
To return your product, you should mail your product to an address provided via email.
You will be responsible for paying for your own shipping costs for returning your item to the point of dispatch which can sometimes be internationally. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
*UPDATED ON 23rd August*
By making a purchase on our website, you agree to contact our support at support@zeones.com, to resolve any issue you might have according to our return policy below.
1. Cancellation
1.1 All orders are sent to our warehouse for shipping and handling on the same day.
Cancellation is subject to discretion and confirmation from our customer service department. There is a mandatory cancellation fee of $10.
2. Delivery
2.1 Wrong Address
All packages will be delivered to the address on file. You are responsible to verify the address in the confirmation email and let our staff know should there be any changes before the item is shipped. No reship or refund if you have entered a wrong address.
2.2 Stolen After Delivery
If the tracking indicates the product is delivered, We are not responsible for stolen package after delivery.
2.3 Product does not delivered on time for a specific event or date.
(e.g. Birthday gift, Mother's Day, Christmas)
We do not guarantee delivery by any date because of the possible delay by our logistic partners. We will not provide any refund while the package is still in transit. If you refused delivery, no refund will be given. If you file a chargeback or dispute with the payment provider, you admit to direct breach of contract on your side and agree pay for any damages to our company.
2.4 Product does not delivered on time due to unforeseen circumstances (e.g. COVID-19, Protest, Christmas delay)
We do not guarantee delivery by any date because of the possible delay by our logistic partners. We will not provide any refund while the package is still in transit. If you refused delivery, no refund will be given. If you file a chargeback or dispute with the payment provider, you admit to direct breach of contract on your side and agree pay for any damages to our company.
2.5 Failed Attempt / Return to Sender / Pick-Up
All packages will be delivered to the address on file. You are responsible to receive the package when it is delivered or pick up the package from the post office. No reship or refund if the package is return to sender due to failed attempt to deliver or package is not pick up form the post office.
3. Return & Exchange
REASONS FOR RETURNS:
Requests for exchanges must be made within 30 days of receiving your order.
Please allow 3-5 business days turnaround time once the return is delivered.
3.1 A change in size
Please include a note that states which size you need, we will send you the correct size after receiving the product. While we are happy to exchange the size, no refunds are given for incorrect size choices.
3.2 You received the wrong item
Please send a photo of the incorrect item to support@zeones.com and we will follow it up for you.
3.3 You received a damaged/faulty item
Quality is our top priority, If you receive damaged or faulty gear. The only thing we ask is to send an email to support@zeones.com stating your order number and a photo of the faulty or damaged item and we will arrange an exchange for you ASAP.
3.4 Return or Refund Q&A
We cannot send out an exchange or issue a refund without receiving the product first. (This section is added because some customers are misunderstanding the policies)
A 'change of mind' because we manufacture on demand.
The item(s) have been worn or washed
The item(s) have been altered in any way
The item(s) are in any way defective from the original and salable condition, unless the condition is our fault.
The item(s) do not have the original tags on them
The item(s) were a Final Sale item
Any further questions about our return policy?
Please send us an email at support@zeones.com
4. Chargeback & Dispute
4.1 If you file a chargeback with the bank, any cost incurred to our company will be invoiced to you. An immediate payment of the past due amount(s) is required to avoid your account being reported as past due to the credit reporting agencies. This could have significant negative impacts on your overall credit.