Return and Exchange

Return and Exchange Policy

If you need to initiate a return or exchange, please contact our backend customer service and provide your order number, reason for return, and a photo of the product you wish to return. We will guide you step by step through the return process. All declaration forms must undergo evaluation by Zerelux.

Please note

For safety and hygiene reasons, Zerelux currently does not provide free return and exchange services, except for product quality issues. For returns not related to product quality, we will charge a restocking fee of 10% to 20%.

Collection fee for return standards

To ensure fast and worry free transportation, reduce unexpected expenses, and responsibly evaluate and recycle returned items, we may need to charge a return fee. This fee includes return shipping and restocking fees, and the amount may vary depending on the order status and the condition of the returned item.

 10% of the total value of the original order for packages cancelled during transportation. Determined by logistics service providers and transportation distance.

A package of unopened, intact, and undamaged original packaging and accessories. 10% of the total value of the original order. Determined by logistics service providers and transportation distance.

The package has been opened, the product has been used, and all contents inside the box are undamaged. 20% of the total value of the original order. Determined by logistics service providers and transportation distance.

 

Order cancellation policy

Order cancellation only applies to products that have not yet been shipped.

Cancelling an order due to personal reasons (regardless of the order time) will result in a fee of 5% of the original order amount.

If the order has been shipped, it will be processed according to the return policy.

 

Defective Product Policy

Zerelux's products undergo a thorough inspection before being delivered to customers to ensure the highest quality. However, damage may still occur during transportation or other unforeseeable circumstances. If you receive damaged products, please avoid using them and take photos as evidence in a timely manner. Please send the photo to our customer service representative, and they will promptly arrange for a replacement shipment. In addition, please return the damaged product so that we can identify and repair the issue to prevent it from happening again.

 

Return and exchange requirements

  1.  According to our guarantee policy, when you successfully initiate the return or exchange process by contacting Zerelux customer service, please ensure that you meet the following conditions:

  2. All products must be returned in their original sales condition, without wearing, cleaning, or modification, and all labels must remain in a snug fit.

  3. All items must be returned together with the original packaging, and all items must be included in one package.

  4. We can only accept returns/exchanges from the country or region where the order was originally shipped. For example, orders sent to the United States must be returned from the United States.

  5.  Customized products are non returnable. If the product shows signs of wear or change compared to the original factory, we reserve the right not to accept any returns or exchanges.

  6. Free gifts are non refundable or non exchangeable.

Please note that these guidelines apply to all return and exchange processes, except for those related to defective products.

 

 

Unacceptable return conditions

  1. Any products not purchased on Zerelux.com

  2. If the original product, accessories, instructions, cables, and all accompanying items of the original product are lost or damaged.

  3. The product has obvious physical damage or obvious signs of user abuse.

  4. Products with stains (scratches, food or oil stains, etc.).

  5. The order has been in place for more than 60 days from the date of purchase.

 

Regarding the return process

  • Step 1: Please contact our customer service team and provide the following information to initiate the return process: order number, purchase receipt, video or photo of the defective product.

  • Step 2: Our customer service team will review the information you provide within 48 hours. If it is confirmed that you comply with the return and exchange policy, we will provide you with the return address.

  • Step 3: Return the receipt and items to their original packaging.

  • Step 4: Contact the courier yourself and hand over the package to them for delivery.

  • Step 5: Send the tracking number of the logistics delivery order back to our backend.

 

Refund time

If the return is successfully initiated and the product is also successfully returned, the refund will be processed according to the original payment method. Zerelux.com will not refund shipping fees for returns.

After the package arrives at our hands, please reserve 7 to 14 working days (depending on peak hours) to process the return. If your return does not meet the listed conditions, the package will be returned at your own expense. After your return is accepted, the refund will be issued and you will receive a confirmation email.

 

We strive to reply to your question within 24 hours

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Monday to Friday: 9am to 6pm (Eastern Time）