RETURNS AND REFUNDS

1. Eligibility for Returns

We accept returns for both defective and non-defective products, subject to the following conditions:

Non-defective Products: Must be in new, unopened condition, with all original packaging and tags attached.
Defective Products: Products that are defective or damaged due to manufacturing defects are eligible for return, regardless of whether the package has been opened.

2. Return Timeframe

You have 30 days from the date of delivery to initiate a return or exchange. If 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.

3. Return Process

To initiate a return:

Contact our customer service team at support@zoolase.com to request a return authorization.
You will receive a return label via email. For non-defective products, the cost of return shipping is the responsibility of the customer. You will need to download and print the label to ship the item back to us.
For defective products, we will bear the cost of return shipping.

4. Exchanges

We offer exchanges for products that are:

Defective or damaged.
In new condition, provided the request is made within the 30-day return period.

If you wish to exchange a product, please follow the return process outlined above. Once we receive and inspect the returned item, we will send the replacement product.

5. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 7 days after we receive the returned product. The refund will be issued to your original method of payment.
Please note that depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.

6. Shipping Costs

Non-defective Products: Customers are responsible for the cost of return shipping. We do not charge a restocking fee.
Defective Products: If the product is defective or damaged, we will cover the return shipping costs.

7. Non-Returnable Items

The following items are non-returnable:

Products that have been used or opened (unless defective).
Products not in their original packaging.

8. Contact Us

Customer support: 9:00 am to 5:00 pm EST

Email: support@zoolase.com

Phone: (980) 414-4885

We will answer the phone 24/7 and reply to emails within 12 hours during working/ business days.