Refund And Return Policy

Eligibility

Returns of eligible items must be initiated within 14 days of the delivery date. Returns attempted outside of this window will not be processed.

Non-Returnable Items

The following items cannot be returned:

• Items exhibiting signs of wear, washing, or alterations.
• Items without their original tags attached.
• Items with minor, easily correctable flaws (e.g., loose threads).
• The item(s) have been modified in any way,
• The item(s) are in any way defective from the original, unless the condition is our fault

Return Cost

• Company Error: In the case of company error (e.g., a defective or incorrect item), we will cover all return shipping costs and provide a full refund or exchange.
• Customer Preference: Returns initiated due to a change of mind will incur both return shipping costs and a restocking fee. These costs are the responsibility of the customer. Please note that original shipping costs are non-refundable. If you receive a refund, the return cost will be deducted from your refund.

Return Process

1. Contact Customer Support

Email us at support@zertor.com with the following information:

• Your order number
• A brief description of the issue with your order
• Clear photographs of the issue

2. Obtain Return Authorization

Our team will review your request. If eligible, you will receive a prepaid return shipping label via email.

Once our team approves your return, please re-package the products and ship them to Zertor UK address: 24-26, Arcadia Avenue, FIN009/14871, London, N3 2JU, UNITED KINGDOM.

Important: Returns sent without prior authorization may not be processed correctly. Please contact Customer Support to initiate the return process. Please DO NOT automatically return the package without confirmation via email, as we cannot be held liable for lost returns.

Kindly note that the item must be in its original condition, with no signs of wear or washing, and all original tags must remain attached.

Refund Policy

Refunds requirements

In the following circumstances, we will issue refunds to customers:

• Items received are wrong/damaged/defective, we will fully refund
• The item is the wrong size from the one ordered, we will fully refund.
• Items are lost, the Order status is successfully but you have not yet received the package. We will double check, if the item is lost/mistaken during shipping, we will fully refund
• The customers change their mind and they no longer wish to get the product. We accept return and refund in this case. However, the Return shipping fee will be deducted from your refund amount, and the original shipping fee is non-refundable.

Refund Process

• Refunds will be issued to your original payment method.
• Upon receiving and inspecting your returned item/ refund requests, we will send a confirmation email. Please allow up to 2 business days for the refund to process.

Estimated Refund Times

After we process your refund, it may take financial institutions a few additional days to transfer the funds to your account.

If your refund is not reflected in your account after 15 days from receipt of refund notification, please contact your bank or credit card provider before contacting us at support@zertor.com.

Exchanges

• We offer exchanges for eligible items. If you wish to exchange an item for a different size, color, or model, please contact our customer service team with your order details and the desired exchange information. Our team will guide you through the exchange process and provide further instructions.
• Order changes are only available when the order has not yet been shipped. Once an order has left our warehouse and is on its way to your address, the option to change the order is not available.
• Please note that exchanges are subject to availability. If the requested item is not available, we will assist you in finding a suitable alternative or process a refund.

Restocking Fee

Currently, we do not charge a restocking fee on returns.

We appreciate your understanding. Please contact us if you have any questions.