Thank you for shopping at ZERA Shop. Our Refund and Replacement Policy is designed to ensure a smooth and transparent shopping experience. Please review the guidelines below to understand the eligibility, process, and timeline for refunds and replacement.
Contact Information
If you have any questions regarding refund and replacement, please contact us at: contact@getzeras.com.
Cancellation & Refund Terms
1. Order Cancellation: You may request to cancel your order free of charge by contacting our customer service team within 2 hours of purchase. Once this 2-hour window has passed or your item has been shipped, no refunds of any kind will be issued.
2. Processing Time: Refunds are not issued in real time. They require coordination between our store and your financial institution. Standard processing takes up to 10 business days, depending on your card issuer. If you have not received your refund after an extended period, please contact your issuing bank first. For further inquiries, feel free to contact us at contact@getzeras.com.
Replacement Terms
We offer exchange services under the following condition:
1. Eligibility: Your item arrived with missing components, incorrect items, unagreed-upon variations/specifications, manufacturing defects, or damage incurred during transit.
2. Timeframe: Exchange requests must be submitted within 14 calendar days from the date tracking shows the package was delivered.
3. Item Condition: Items must be unused, with all tags attached, and in their original packaging. (Items damaged in transit will still be considered unused for exchange purposes).
4. Exceptions: Certain products may be subject to additional return policies as noted on their specific product pages. Unless explicitly stated, general products are not subject to these exceptions.
Replacement Process
To request an exchange, please follow these steps:
1. Submit Request: Email contact@getzeras.com with your order number, reason for exchange, and relevant supporting photos/videos attached.
2. Note for Combo Sets/Bundles: If you purchased a bundle with multiple items, you must list all items requiring exchange in a single request. Subsequent exchange requests for the same order after submission will not be accepted.
3. Inspection Requirement: For certain items or products with hidden/internal defects that require physical inspection prior to final determination, our team will contact you. In such cases, you will be responsible for shipping the item back to us in good condition before the exchange process can proceed.
4. Shipping Information Update: If you need to update your shipping address or recipient information, you must specify this in your initial exchange request. If unstated, the replacement item will be sent to the original shipping address upon approval.
5. Review: Our team will review your application and make a final determination.
6. Fulfillment: If approved, ZERA Shop will cover all exchange-related shipping costs and send out your replacement.
Lost Packages
If your package is lost in transit, we will assume full responsibility and issue a replacement. Please review the following conditions regarding lost packages:
1. Estimated Timelines: Delivery countdowns calculated by our website system are automated, generic platform estimates. They are for reference only and carry no binding value.
2. Official Timelines: All shipping timelines are subject to the official carrier tracking portal. For general delivery timeframes, please refer to our Shipping Policy page.
3. Recognized Lost Cases: A package is considered lost only under the following conditions: tracking activity has stalled long-term without updates, tracking information is entirely unretrievable, or loss is officially confirmed after direct communication with the carrier’s customer service (proof of official communication records required).
4. Unrecognized Lost Cases: We are not responsible for packages that fail to arrive due to: recipient refusal of delivery, refusal to cooperate with carrier pickup requirements (e.g., insisting on door delivery when a local carrier only supports pickup), or any incident occurring after tracking confirms successful delivery (e.g., theft or porch piracy).
5. High-Risk Delivery Addresses: For shipping locations with potential safety risks (e.g., high theft rates), we will notify you in advance. If you choose to proceed with shipment after notification, you acknowledge and accept these inherent risks. In such cases, Section 3 above becomes void, and ZERA Shop holds no liability for lost packages.
6. Remote Area Deliveries: For certain remote locations where shipping services cannot guarantee delivery, we will notify you prior to fulfillment. If you approve shipment, you acknowledge and accept the risks. In such cases, Section 3 above becomes void, and ZERA Shop holds no liability for lost packages.
If you have any questions regarding these terms, please contact us at: contact@getzeras.com.