Refund Policies

zonoz.shop is committed to providing excellent customer service and satisfaction. This policy outlines our refund, resend, and return guidelines.

⚠ All disputes must be submitted through the appropriate platform. Failure to follow the correct process may result in account restrictions.

✅ What Qualifies for Refund, Resend, or Return

1. Order Delays

  • USA: Eligible after 45 days from departure
  • Brazil: 110 days due to customs delays
  • Other Countries: 100 days for certain shipping routes

Delays may occur due to incorrect address or local courier issues. Please confirm with your local post office before opening a dispute.

2. Orders Not Received

  • If tracking shows “delivered,” no refund or resend will be issued
  • If not received, a non-delivery certificate from your local post office is required

3. Damaged Products

  • Full refund or replacement for severely damaged items
  • Partial refund for minor cosmetic damage
  • No refunds for packaging damage caused during international shipping
  • Electronics claims must be submitted within 30 days

4. Incorrect or Missing Items

  • Full refund or replacement for wrong items received
  • Partial refund or resend for missing non-critical parts
  • Size issues require photo proof with measurements

5. Order Cancellations

  • Full refund if canceled before processing or shipment
  • No cancellations for customized or pre-order items after payment

📩 How to Submit a Dispute

  • Provide photo/video evidence of the issue
  • Include screenshots of communication (with name, date, content)
  • Return item if requested

⚠ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be submitted within 7 days of delivery or expected delivery date.

2. Force Majeure

  • Natural disasters
  • Epidemics
  • Customs delays
  • War or civil unrest

3. Shipping Method Restrictions

No disputes allowed for non-trackable shipping methods.

Restricted carriers: PostNL, Electric PostNL, CJPacket EUB, CJPacket Postal Route, CJPacket Railway Economy

4. Returns Policy

  • Returns must be pre-approved
  • Unauthorized returns will not be accepted
  • Returns must be made within 30 days

5. Service-Based Products

Service-based offerings (e.g., photography, packaging) are non-refundable once completed.

6. Unacceptable Disputes

  • Change of mind
  • Product not as expected without defect
  • Customs delays or external shipping issues
  • Incorrect address or order mistakes
  • Odors, tracking updates removal, or similar non-defect claims

📌 Additional Information

  • No disputes once order is marked “closed”
  • High-risk regions may have limited dispute eligibility
  • Returns accepted only at designated warehouses

💬 Need Help?

If you're unsure whether your order qualifies for a refund or resend, please contact us:

Email: support@zonoz.shop