Refund and Returns Policy

At Zelatrixo, we are dedicated to ensuring you are fully satisfied with your purchase. This policy outlines the procedures for order changes, cancellations, returns, and refunds. Please review it carefully. Our customer support team can be reached at [email protected] for any questions.

1. Order Changes & Exchanges

  • Please review all order details (including size, design, quantity, and shipping information) carefully before confirming your purchase.
  • Due to our fast processing times, we generally cannot accommodate changes or exchanges for incorrect selections (e.g., item type, size, design) or incorrect shipping details once an order is confirmed.
  • Correction Window: If you notice an error in your order, you have a 6-hour window from the time of order placement to contact us to cancel the order. You can then place a new order with the correct details.
  • If you have any questions before placing your order, please don’t hesitate to contact us.

2. Canceling Orders

  • Free Cancellation Period: You may cancel your order free of charge within 6 hours of placing it. To do so, please contact us immediately at [email protected].
  • After 6 Hours (Before Shipment): After the initial 6-hour window, your order begins active processing. This process incurs immediate, non-recoverable administrative and payment processing fees. If you request to cancel your order after the 6-hour free cancellation period has passed but before it has been shipped, a cancellation fee of 10% of the total order value will apply. This fee helps cover these initial processing expenses.
  • After Shipment: Once an order has been shipped, it cannot be cancelled. However, it may be eligible for return according to our Return Policy detailed below.

3. Return Policy

  • Return Window: You have 30 days from the delivery date to initiate a return for an eligible item.
  • Beyond this 30-day period, orders are considered final, and refunds or exchanges are not available.

4. Conditions for Eligible Returns An item may be eligible for return if it meets one of the following conditions:

  • Item arrived damaged.
  • The received design differs significantly from what was ordered.
  • You received an incorrect size or material from what you ordered.
  • The wrong product was delivered.
  • The product description on our website does not accurately match the received item.

5. Condition of Returned Items To be eligible for a return, the item(s) must meet the following conditions:

  • Must be in its original, new, and unused condition.
  • All original packaging must be intact and undamaged.
  • The item must not have been worn, washed, altered, or damaged by the customer.
  • All original tags must remain securely attached to the item as received.
  • Any claimed defects must genuinely be due to a manufacturing error on our part or damage that occurred during the initial transit to you. We are committed to the quality of our products, including our detailed embroidery; if you have concerns about the finish or a potential defect, please contact us to discuss.

6. Requirements for Requesting a Refund When contacting us for a refund, please provide the following:

  • Shipping label/receipt (if applicable).
  • Proof of purchase (e.g., order number).
  • Clear photographic or video evidence of the defect(s) or issue(s).
  • Relevant email screenshots (if applicable to the issue).

7. Return and Refund Process

  • Initiate Request: Email your refund request and the required documents/evidence to [email protected].
  • Review: Our customer service team will review your request and typically respond within 2-3 business days. Please ensure your email notifications are enabled to receive our communications.
  • Instructions: Specific instructions for the return will be provided based on your case if your return is approved. Refunds require prior confirmation of eligibility from our team.
  • Return Shipping Costs: Customers are responsible for all return shipping costs. These costs are non-refundable.
  • Refund Processing Time: Please allow up to 2 business days for us to process your refund after we have received and inspected the returned item.
  • Notification: You will be notified via email once your refund has been issued. The refund will typically be for the item cost; it will include original shipping fees only if the return was due to an error on our part (e.g., wrong item shipped, item arrived damaged).

8. Awaiting Your Refund? If you haven’t received your refund after being notified of its processing:

  • First, please re-verify your bank account details.
  • Next, contact your credit card company or bank; it may take some time before your refund is officially posted to your account (typically, refunds can appear within 10-15 business days, depending on your card provider’s policies).
  • If you’ve done all of this and you still have not received your refund, please contact us at [email protected]. We aim to respond within 2-3 business days.

9. Important Notes

  • Our return policy is strictly valid for 30 days from the date of delivery.
  • Zelatrixo is not responsible for returns that are lost or damaged in transit back to us.
  • Returns made without prior communication and approval from our team may not be accepted or processed.