TEST
By making a purchase on our website, you agree to contact our support at support@zilanos.com, to resolve any issue you might have according to our return policy below.
1. Cancellation
1.1 All orders are processed in our warehouse within 1-3 business days. Cancellation is subject to discretion and confirmation from our customer service department.
2. Delivery
2.1 Wrong Address
All packages will be delivered to the address on file. You are responsible to verify the address in the confirmation email and let our staff know should there be any changes before the item is shipped. No reship or refund if you have entered a wrong address.
2.2 Stolen After Delivery
If the tracking indicates the product is delivered, We are not responsible for stolen package after delivery.
2.3 Product did not deliver on time for a specific event or date.
We do not guarantee delivery by any date because of the possible delay by our logistic partners. We will not provide any refund while the package is still in transit. If you refused delivery, no refund will be given. If you file a chargeback or dispute with the payment provider, you admit to direct breach of contract on your side and agree pay for any damages to our company.
2.4 Product does not delivered on time due to unforeseen circumstances (e.g. Christmas delay) We do not guarantee delivery by any date because of the possible delay by our logistic partners. We will not provide any refund while the package is still in transit. If you refused delivery, no refund will be given. If you file a chargeback or dispute with the payment provider, you admit to direct breach of contract on your side and agree pay for any damages to our company.
2.5 Failed Attempt / Return to Sender / Pick-Up
All packages will be delivered to the address on file. You are responsible to receive the package when it is delivered or pick up the package from the post office. No reship or refund if the package is return to sender due to failed attempt to deliver or package is not picked up form the post office.
3. Return & Exchange
REASONS FOR RETURNS:
Requests for exchanges must be made within 7 days of receiving your order.
3.1 A change in size
Please include a note that states which size you need, we will send you the correct size. While we are happy to exchange the size, no refunds are given for incorrect size choices.
3.2 You received the wrong item
Please send a photo of the incorrect item to support@zilanos.com and we will follow it up for you.
3.3 You received a damaged/faulty item
Quality is our top priority, If you receive damaged or faulty gear you do not need to return it. The only thing we ask is to send an email to support@zilanos.com stating your order number and a photo of the faulty or damaged item. If the damage or fault is clear, we will send you a new item 100% free of charge.
3.4 Sale items are non-refundable. If an item was purchased at full price and has gone at sale, you will be refunded the price at which you purchased. If purchased on conditional sale and approved for a refund the item will be refunded at the sale price at purchase.
3.5 WE CANNOT ACCEPT RETURNS OR EXCHANGES IF:
A 'change of mind' because we manufacture on demand.
The item(s) have been worn or washed
The item(s) have been altered in any way
The item(s) are in any way defective from the original and salable condition, unless the condition is our fault.
The item(s) do not have the original tags on them
The item(s) were a Final Sale item
Any further questions about our return policy?
Please send us an email at support@zilanos.com
4. Chargeback & Dispute
4.1 If you file a chargeback with the bank, any cost incurred to our company will be invoiced to you. An immediate payment of the past due amount(s) is required to avoid your account being reported as past due to the credit reporting agencies. This could have significant negative impacts on your overall credit.
-----------We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at infozilanos@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at infozilanos@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at infozilanos@gmail.com.