Refund & Return Policy For Fulfillment Orders
Products sourced through Zoaun Co. are considered final sales. However, Zoaun Co. stands by the quality of its products and will offer a refund or replacement for damaged, defective, or incorrect items in line with Section 4 of its Terms of Use. To initiate a refund or replacement, sellers must submit appropriate documentation (pictures or videos) within seven days of the customer receiving the shipment.
In situations where packages are lost or experience significant delays, Zoaun Co. will address these issues individually, deciding whether to offer a refund or reship the items based on the case's specific circumstances.
The following outlines the specifics of the policy:
Damaged, Defective, or Incorrect Products
1. If your customer receives a product that is damaged or defective, and you choose to issue a refund to your customer, please provide Zoaun Co. with supporting materials. These include records of your customer's complaints and clear photos or videos of the damaged or defective products. The documentation must be submitted to support@zoaunco.com within seven days of product arrival. Based on the extent of the damage or defect, Zoaun Co.'s support team will determine whether to issue a partial or full refund or reship the product.
2. In the unusual event that the products you or your customer receive differ from what was ordered (such as incorrect color, model, size, or specifications), please submit clear photos or videos of the items and the shipping labels within seven days to support@zoaunco.com. Zoaun Co. will review the evidence against your order description. If it is confirmed that the incorrect products were sent, the order will either be reshipped with the correct items at no additional cost or a refund will be provided, in line with your preference.
The following outlines the specifics of the policy:
Missing or Lost Shipments
1. If the tracking information indicates that the update on a product package has halted for more than 30 days during delivery, Zoaun Co. will issue a full refund.
2. If the order tracking number you received is invalid and you cannot obtain
any shipping status updates for the relevant product, please promptly contact Zoaun's support team to acquire the correct tracking information from the carrier. Should the package ultimately be confirmed as lost or seriously delayed, it will be addressed as outlined above.
Change-of-Mind Returns
Incorrect Address or Unclaimed Packages
Sometimes, a product may fail to meet your expectations. Therefore, Zoaun accepts returns and issues refunds under certain conditions.
If a customer wishes to return an item because you do not like it, they are responsible for covering the shipping costs back to Zoaun's facilities. You have seven days from the delivery date to request a product at returns@zoaunco.com. Once the return is received and processed at Zoaun's facility, a refund will be issued.
Zoaun operates several warehouse facilities in the USA, Germany, and the UK that are equipped to handle these returns. The specific return address can vary depending on the product and may change monthly. The precise return address will be provided when a return case is initiated.
Note on Special Circumstances
Incorrect Address or Unclaimed Packages
If you provide an incorrect address or contact information, the shipment may end up unclaimed or undelivered. Under such circumstances, Zoaun is unable to process requests for refunds or reshipments. Zoaun ships orders strictly according to the address and recipient details provided at the time of order placement.