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RETURNS POLICY

HOW DO I RETURN AN ORDER?

If you wish to return an item, please contact us by mail, indicating your order number and the reason for your return. You have a period of 14 days from the reception of your order to make the return, and you must contact us after 24/48h.

(According to Art 44 of Law 7/1996 of 15 January on the organisation of retail trade, modified by Law 47/2002 of 19 December)

Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals and documentation. Returned items must be unused, in the same condition as when we sent them to you, and in their original packaging. Stains, folded cards, broken seals or broken plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Products that have been customised cannot be refunded or exchanged.

If you decide to return an order or make an exchange, you will be responsible for the cost of shipping it back to our warehouse in Asia.

Non-returnable items include items purchased through retailers, incorrect products purchased and products damaged due to customer mishandling. ZIPJAR reserves the right to refuse any return.


WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?


Please contact our customer service team via mail to initiate the return process. Please include the following information:

Order Number
Proof of Purchase
Video or photo of the product to be returned (if applicable)
Complete shipping address
Phone number
In some cases, you may be asked to include a video or photo of the defective product as proof in order to be able to reimburse or replace the product.


HOW LONG DOES THIS PROCESS TAKE?


Returns may take up to 14 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the products returned For non-defective items, the refund excludes all shipping and handling costs .


WHEN WILL I RECEIVE MY REFUND?


All refunds will be returned in the same form of payment as used to place the order.

Once we receive your order, our quality team will check it to ensure it is in the original condition.


HOW CAN I CHANGE OR CANCEL AN ORDER?

We allow you to change the details of an order or cancel it within 12 hours of purchase. To do this, go to our customer service centre and create a query by providing the details we ask for. Select the type of query that best suits your case so that our agents can deal with it as quickly as possible.

Please note that after 12 hours, our products have been packed and are ready for shipment, so we cannot change the details of your order