Return & Exchange Policy

We want you to be satisfied with the items you receive. If you need to return an item, request an exchange, or report a product issue, please submit your request within the applicable period after receiving your order. We will assist you through the process based on your order information, the actual condition of the item, and the applicable requirements.

1. Return and Exchange Period

Our overall return and exchange request period is 30 days from the date you receive your item. For orders covered by the statutory right of withdrawal, the first 14 days constitute the statutory withdrawal period. After that period and before the 30-day deadline expires, you may request a commercial return in accordance with this policy. Together, these periods form the overall return and exchange window and must not be understood as separate periods that can be added together.

1.1 Statutory Right of Withdrawal Within 14 Days

For withdrawal requests that qualify under applicable law, you may exercise your statutory right of withdrawal within 14 days of receiving your item. Eligible refunds include the actual amount paid for the item and any applicable standard delivery charges. The direct cost of returning the item will be handled in accordance with applicable law and the relevant information provided to you before purchase.

After notifying us of your withdrawal, please return the item within 14 days. You meet the applicable return deadline as long as you hand the item over to the carrier for shipment before the deadline expires.

For eligible statutory withdrawals, we will process your refund within 14 days of receiving your withdrawal notice. Where permitted by applicable law, if we have not yet received the returned item or proof that you have shipped it back, we may withhold the refund until we receive the item or the proof of return shipment, whichever occurs first.

Please follow the return procedure outlined later in this policy for instructions on submitting your request and returning the item.

1.2 30-Day Commercial Returns

Our 30-day commercial return arrangement is an after-sales service we provide. The period begins on the date you receive your item and includes the 14-day statutory withdrawal period described above. Returns requested after the first 14 days but before the 30-day period expires must meet the commercial return conditions set out in this policy.

This commercial arrangement is not a separate statutory right of withdrawal and does not limit any consumer rights you may have under applicable law.

2. Two-Year Statutory Liability Period and Free Repair or Replacement

For two years from the date an item is delivered, if the item develops a quality issue or fails to conform to the agreed requirements in a way covered by applicable law, you may be entitled to remedies such as free repair or replacement.

This statutory liability period is separate from the 14-day statutory withdrawal period and the 30-day commercial return arrangement. It does not constitute an additional commercial guarantee and does not affect any other consumer rights you may have under applicable law.

3. Eligible Return and Exchange Situations

You may request a return or exchange depending on the actual condition of the item. Common situations include:

  • The item has a quality issue or a noticeable cosmetic defect.

  • The item received does not match the order.

  • The item's functionality differs significantly from the product description on the website.

  • The item has an unusual odor attributable to the product itself.

  • The item was damaged during shipping.

  • You wish to return the item for personal reasons, such as a change of preference, an unsuitable size, a change in color preference, or a duplicate purchase, provided the request meets the conditions for a commercial return under this policy.

  • Other situations that qualify under applicable law or the commercial return conditions of this policy.

To help us verify the issue, we may ask you to provide photos, videos, order records, proof of purchase, or relevant shipping information. We will review the request based on the order details, the actual condition of the item, and the information you provide. If the matter involves consumer rights protected by law, we will handle it in accordance with applicable law.

4. Return and Exchange Process

Please follow the steps below to submit your request and return the item so that we can verify the order, check the item's condition, and complete the next steps.

Step 1: Submit Your Request

Please submit your return or exchange request through the official contact channels provided on our website. To help us verify your order, please include the following information whenever possible:

  • Order number.

  • Proof of purchase or payment information.

  • The item involved and a description of the issue.

  • Photos or videos showing the actual condition of the item.

  • Necessary delivery or shipping information.

If your request concerns a product quality issue, an incorrect item, or shipping damage, please provide photos or videos that clearly show the problem whenever possible.

Step 2: Application Review

We will process your request within 1–3 business days after receiving the complete application information. During the review, we will verify the order records, the item's condition, and the relevant supporting materials to determine the applicable return or exchange procedure.

Once your request is approved, we will provide instructions for the next steps, including return instructions, the designated return address, and the applicable return shipping arrangements.

Step 3: Obtain the Return Address and Return Label

After your request is approved, please follow the return instructions we provide. For eligible returns due to product quality issues, we will provide an electronic prepaid return label (Return Label) for you to download and print.

Do not send the item to the sender address printed on the original packaging, an address used for a previous order, or any other address that has not been confirmed by us. All returns must be sent to the designated address provided after approval so that we can properly register the package and verify the returned item.

Step 4: Ship the Item Back

Please package the item appropriately according to the return instructions and send it to the designated return address. If your request requires the use of a prepaid return label provided by us, please download, print, and attach the label correctly.

We recommend choosing a carrier that provides shipment tracking and keeping your shipping receipt and tracking information so that you can check the package's shipping status if needed.

Step 5: Warehouse Receipt and Inspection

After the returned item arrives at the designated address, we will receive the package, register it in our inventory, verify the order information, and inspect the item's condition. Quality testing may also be performed when necessary.

Once we confirm that the item meets the applicable return or exchange conditions, we will proceed with the refund or exchange. If the item's condition or the information provided requires further verification, we will explain what additional information is needed or outline the next steps based on the circumstances.

5. Return Shipping Costs

Return shipping costs depend on the reason for the return and the applicable rules. Please confirm the relevant arrangements before shipping the item back to avoid unnecessary shipping expenses.

5.1 Returns for Non-Quality Reasons

If you request a return for personal preference or another non-quality reason, such as not liking the item, choosing an unsuitable size, changing your color preference, or making a duplicate purchase, you are responsible for the direct return shipping costs, provided the return meets the commercial return conditions.

Prepaid return labels are not provided for these returns. Shipping costs depend on the carrier, package weight, package dimensions, shipping origin, and other actual shipping factors, so a single fixed amount cannot be specified. Before returning the item, you may contact your chosen carrier to obtain an estimated shipping cost.

5.2 Returns for Quality Reasons

If the item has a quality issue, you received the wrong item, the item differs significantly from the product description, or the item was damaged during shipping, we will cover reasonable return shipping costs once the issue has been reviewed and confirmed to fall within the applicable scope of responsibility.

For eligible returns, we will provide an electronic prepaid return label (Return Label). You will need to download and print the label and use it to return the item according to the return instructions.

6. Refund Process

For ordinary commercial returns, after the returned item arrives at the designated address, we will complete package receipt, inventory registration, and the necessary inspection of the item's condition. Once the inspection is passed and the item is confirmed to qualify for a refund, we will process the refund within 1–5 business days.

This period refers to our operational refund processing time and does not replace the statutory refund deadline applicable to statutory withdrawals. Eligible statutory withdrawals will continue to be refunded in accordance with the requirements described earlier in this policy and applicable law.

Refunds will be issued to the original payment method. The refund amount will be calculated based on the actual amount paid for the order and the applicable return rules. If the order used a promotion, discount code, gift card, or another type of offer, the refund amount will be determined according to the actual payment and the applicable rules.

After the refund has been processed, the time it takes for the funds to appear in your account may depend on the processing speed of the payment provider, bank, or card issuer.

If the returned item does not meet the applicable commercial return conditions, we will explain the specific reason and determine the next steps in accordance with this policy and applicable law.

7. Exchange Policy

Items eligible for exchange must be submitted for review and approved before the exchange can proceed. After receiving the returned item, we will complete package receipt, inventory registration, and the necessary inspection of the item's condition. Once the inspection is passed and the item is confirmed to qualify for an exchange, we will arrange reshipment within 1–3 business days.

We will cover the shipping costs for the first exchange reshipment under the same order. For this policy, the "first exchange" means the first time an exchange is processed and the replacement item is reshipped under the same order. It is not calculated separately for each item included in that order.

If you request another exchange under the same order at a later time, you will be responsible for the shipping costs associated with that subsequent exchange reshipment.

For the estimated delivery time after the replacement item has been shipped, please refer to the website's Shipping Policy.

8. Items Not Eligible for Return

The following situations generally do not qualify for the 30-day commercial return arrangement:

  • The return request is submitted after the 30-day commercial return period.

  • The item has been damaged due to use, installation, cleaning, modification, repair, improper storage, or other actions attributable to the customer, and the damage affects eligibility for a commercial return.

  • Important components, labels, accessories, or other items that affect commercial return eligibility are missing.

  • The item is returned without prior approval, making it difficult to verify the order and returned item through the normal process.

  • The item is sent to an address other than the designated return address provided after approval.

  • The return is not completed in accordance with the return instructions.

  • The item is not eligible for a commercial return due to its nature or the applicable rules.

These restrictions explain the scope of the commercial return arrangement only. If the matter involves a product quality issue or other consumer rights protected by law, we will handle it in accordance with applicable law and will not use commercial return conditions to exclude your statutory rights.

9. Order Cancellation

You may submit an order cancellation request within 24 hours of placing your order through the official contact channels provided on our website. After receiving your request, we will make reasonable efforts to intercept the order based on its current status, but we cannot guarantee that every order can be canceled successfully.

If the order has already entered order processing, warehouse picking, packing, sorting, carrier handoff, or transit, it may no longer be possible to cancel it directly. For orders that have already shipped, you may request the applicable return service under this policy.

10. Contact Us

If you need to submit a return request, exchange request, or order cancellation request, or if you have questions about refunds or other after-sales matters, please contact us through the following official channels.

Address: 12543 Eastlake Dr, Thornton, CO 80241, US
Phone: +1 (720) 364-8291
Email: support@zontrivonel.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)

To help us verify your order and assist you, please include your order number, proof of purchase, a description of the product issue, and any relevant photos or videos, if applicable. After submitting your request, please keep your order and shipping information available for any follow-up communication.