Every product we send out is quality controlled, however, in the unlikely event of a faulty item, please contact us as soon as possible so we can start the return process. Customers will be responsible for shipping and handling charges to return any faulty items. If the package does not reach us safely, we will not be able to complete the refund, so it is recommended to use a tracked method for safe delivery.
Once your item is returned to us, has been inspected and agreed upon by both parties, your original method of payment will be credited with a refund (minus original shipping charges and duties paid).
Please allow 14 business days for your refund to be processed. You will be notified by email once finalised.
We will provide you with a refund or exchange within the following guidelines.
- For incorrect choice of purchase or change of mind there will be no refund
- For order cancellations before shipping, a cancellation fee will apply
- We will provide a refund within 7 days of purchase ONLY if the item is faulty
- If you wish to exchange an item, you must return it within 7 days of purchase along with a copy of your receipt
- All item/s are to be in new and unused condition.
- ZEME will not be responsible for any items returned that are not returned in new condition
- ZEME will not accept your exchange if we consider the item/s used
- There will be NO exchange or refund on sale items. All purchases on sale items are final
HOW TO RETURN AN ITEM:
1. Please request a refund/exchange by emailing firstname.lastname@example.org within 7 days of receiving your order.
2. Please include your full name, reason for return, order number and which item/s you would like to refund/exchange.
3. Once your refund/exchange has been approved you will receive an email confirming the refund or exchange.
4. You must return the unwanted item to us within 7 days from the date we approve the refund/exchange or the refund/exchange will be cancelled.
5. You must send the item to be exchanged/refunded back to us using a valid tracking number. If we do not receive the item, no refund or exchange will be processed.
6. Once you have posted the item back to us to be refunded/exchanged, you must email us a copy of the tracking number.
7. Once we have received your item we will notify you and process your exchange/refund within 14 business days.
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Please Note: ZEME will not be responsible for shipping and handling costs to return the item. If the item does not reach us safely, ZEME will not be held responsible.