Returns＆Refunds
Can I return my product?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If you meet the following conditions, please contact our after-sales customer service (office@sz-zuerst.com)
and we will reply to you within 1 business day.
Applicable situation (need to meet at the same time):
1, within 30 days of purchase
2, the product is not damaged
Once the returned item arrives back in ZUERST Brand's warehouse for inspection, the refund process will begin.
1, Returns must include all accessories
2, Items must include original packaging
3, Returns may be rejected if items do not meet the above requirements.
Can I get a refund after returning my product?
For sure, you can.
We accept return of products.
Customers have the right to apply for a return within 30 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please ask our customer service to make sure you send the package to the right address.
Return Shipping Cost
For products with manufacturing defects: ZUERST will cover shipping fees up to $10. Please contact our customer service team to initiate the return process.
For products without manufacturing defects: You will be responsible for the return shipping costs, which are non-refundable.
For items valued over $39, we recommend using a shipping service with tracking or purchasing shipping insurance to ensure successful return, as ZUERST cannot guarantee the safe return of such items without these precautions.
The first step is to contact our customer service department or shoot an email at office@sz-zuerst.com
and we will reply to you within 1 business day.
Once the returned item arrives back in ZUERST Brand's warehouse for inspection, the refund process will begin.
The return method as same as your payment method.
It is recommended that you send your package with tracking included ZUERST Brand will not take responsibility for lost returns.
Where is the place to return the package?
To start a return, you can contact us at office@sz-zuerst.com. Please note that returns will need to be sent to the following address: Building 13,B District, Liantang Industrial Zone, Shangcun Community, Gongming Street, Guangming New District, Shenzhen
How do I return an item?
Please reach out to ZUERST customer support (office@sz-zuerst.com) to initiate a return.
Please state the reason for return and provide an invoice or screenshot to confirm the order number.
ZUERST support will share the corresponding return address with you within 24 business hours.
For the refund to be processed in a timely manner, please be sure to send a return notification to INIU with the following information:
Name of the courier
Tracking number
All this has to be settled within 30 days of the purchase.
What is not Covered Under Warranty?
1. Products without sufficient proof of purchase
2. Lost or stolen products
3. Items that have expired their warranty period
4. Non quality-related issues (after 30 days of purchase)
5. Free products
6. Repairs through 3rd parties
7. Damage from outside sources
8. Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly
How long will it take before I receive my refund?
To start the refunding process, we need to inspect and confirm that the returned item is unused and meet the fourth point.
You may receive your money in 30 business days applied to the original mode of payment.
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, processing time usually takes 3-5 business days.
Delivery issues
Customer is wholly responsible for unsuccessful delivery due to the wrong address or delivery details.
If the shipping company delivered to a wrong address, we will either refund your amount or re-send the parcel again according to your choice.
Orders seized by customs should be cleared by the buyer.
Email: office@sz-zuerst.com available for product use help, consultation on refunds and returns, and other help you need.
and we will reply to you within 1 business day.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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