This Return & Refund Policy explains how returns, exchanges, and refunds work at Zekbay. Read on to see how to submit a request and how refunds are issued. We want you to have a smooth shopping experience with us.
A. ORDER CANCELLATION/MODIFICATIONS
1. You may cancel/modify your order within 24 hours of purchase.
2. After 24 hours, the order will be processed, and cancellations/modifications will no longer be accepted.
3. To request a cancellation or modification within the permitted timeframe, contact us at [email protected] and provide your order number.
B. RETURN AND REFUND POLICY
1. Timeframes For Returns & Refunds
You may send a request return or refund within 30 days of receiving your order.
2. Accepted Items for Returns & Refunds
– Items must be unused, unwashed, and in original condition, with all tags.
– Manufacturing flaws or defects.
– Wrong item received
– Missing item(s) in your order
– Items damaged during transit.
– A significant difference in color or style from the product description on our website.
Note:
– You must provide clear photos or videos of the issue for our team to review.
3. Non-Refundable Items
– Customized or personalized products
– Items marked final sale
– Items returned after 30 days from delivery date
– Items not in original condition or missing tags/packaging
– Damage resulting from improper use, inappropriate care, or failure to follow fabric instructions.
– Any item that is returned to us without prior authorization from our support team.
4. Return Process
– Contact us: Email [email protected] with your order number. Please provide us clear videos/images as evidence, and state the reason for your return.
– Approval: We’ll respond within 1–2 business days confirming approval or denial and, if approved, provide instructions.
– Shipping: Once approved, ship your item to the return address below. Do not send a return without approval. Use a trackable carrier and keep the receipt.
Return address: C 88 Carriage Lane, Destrehan, LA 70047, United States.
5. Return Shipping Cost
– Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect due to our error.
6. Refund Process
– Contact us: Email [email protected] within 30 days of delivery with your order number. Please include clear photos or videos of the issue, and state the reason for your refund.
– Review: Once we receive your refund request, we will inspect the item(s) and notify you of the approval or rejection of your refund within 1–2 business days.
– Refund Processing: If approved, your refund will be processed to your original payment method within 3–7 business days.
– Bank Processing: Your bank or card issuer may require an additional 5–7 business days to post the credit. If you don’t see the refund, please contact your bank/issuer.
Notes
– The Total expected time is about 7–14 business days from the date we receive your refund request/the returned item(s).
– Original shipping fees are non-refundable unless the return is due to our error.
– Pack returns securely and use a trackable service; we are not responsible for return shipments that are lost or damaged in transit.
C. EXCHANGE POLICY
1. Exchanges Timeframe
– Please submit your exchange request within 30 days of delivery. Exchange approval is subject to availability; if the requested item is unavailable, we’ll offer a refund or alternative options.
2. Accepted Items for Exchanges
– To be eligible for an exchange, items must be unworn, unwashed, and in their original condition with all tags/packaging.
– We accept exchanges for defective/damaged items, incorrect items, or size/color changes (if in stock).
3. Exchange Shipping Fees
– Our Responsibility: If the exchange is required due to an error on our part (defective, damaged, or incorrect item), Zekbay covers return and replacement shipping costs.
– Your Responsibility: If you are exchanging an item due to ordering the wrong size, color,… you will be responsible for all return and replacement shipping costs.
4. Exchange Process
– Contact us: Email [email protected] with include your order number, the reason for the exchange, and the new product you would like.
– Review & Approval: We’ll review your request and confirm replacement availability within 1–2 business days. If available, we’ll let you know about any price difference. Once approved and any payment/refund is processed, we’ll send detailed return instructions for the original item.
– Exchange Processing: After we receive and inspect the return, we’ll process your replacement within our standard 3–5 business days. You’ll receive a new shipping confirmation with tracking when it ships.
D. CONTACT INFORMATION
For any inquiries or concerns, we’re happy to assist you.
📧 Email: [email protected]
📞 Phone: +1 (225) 234-0015
🕒 Support Hours: Monday – Saturday 9AM – 5PM (CT)
🏠 Return Address: C 88 Carriage Lane, Destrehan, LA 70047, United States