At Zolaxe, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process. This Return & Refund Policy applies to all orders placed through zolaxe.com and is intended to clearly explain your rights and responsibilities regarding returns, cancellations, refunds, and defective products.
1. General Policy Information
This Return & Refund Policy forms part of our Terms of Service and should be reviewed together with our Privacy Policy, Shipping Policy, and other website policies. By placing an order with Zolaxe, you agree to the conditions outlined below.
2. Return Eligibility
2.1 Return Period
Eligible products may be returned within 30 days of the delivery date.
Any return request submitted after the 30-day return period has expired may not qualify for a refund or replacement.
2.2 Right of Withdrawal
Customers have the right to cancel their purchase within 14 days of receiving their order, without providing a specific reason.
To exercise this right, please contact us using one of the following methods:
Email: support@zolaxe.com
Phone: (859) 612-9341
You may also reach out through our Contact Us page.
2.3 Conditions for Accepted Returns
To qualify for a refund, returned products must:
- Be returned within the applicable return period
- Remain in their original condition
- Show no signs of use, misuse, or excessive handling
- Include all original accessories, manuals, inserts, and packaging
- Be free from damage not caused by shipping or manufacturing defects
2.4 Non-Returnable Products
The following items are not eligible for return:
- Customized products
- Personalized products
- Special-order items made specifically for a customer
If you are uncertain whether your item qualifies for return, please contact our support team before initiating the return process.
3. Return Procedure
3.1 Requesting a Return
To begin a return, please contact our customer support team and provide:
- Your order number
- Full name
- Contact information
- Reason for the return request
Requests may be submitted by:
Email: support@zolaxe.com
Phone: (859) 612-9341
3.2 Return Address
Approved returns should be shipped to:
Zolaxe
3044 Maddie Ln
Lexington, KY 40511
United States
3.3 Packaging Requirements
Products should be packaged carefully to prevent damage during transit. Whenever possible, use the original packaging and include all accessories, manuals, and included components.
3.4 Return Shipping Costs
- If the return is the result of our error, a damaged shipment, or a defective product, we will provide a prepaid return shipping label.
- For all other approved returns, customers are responsible for return shipping costs.
We strongly recommend using a trackable shipping service and purchasing shipping insurance when appropriate.
4. Refund Policy
4.1 Refund Method
Approved refunds will be issued back to the original payment method used when placing the order.
We do not provide refunds in the form of store credit unless otherwise required by law.
4.2 Refund Processing Time
After the returned item is received and inspected, approved refunds are typically processed within 3–5 business days.
Please note that financial institutions may require additional time before the refunded amount appears in your account.
4.3 Full Refund Eligibility
A full refund may be granted when:
- The return is requested within the 30-day return period
- The item meets all return requirements
- The product is returned unused and in its original condition
When applicable, the refund may include taxes and original shipping charges.
4.4 Partial Refunds
A partial refund may be issued if:
- The returned item shows signs of use
- Components, accessories, or packaging are missing
- The product has been damaged after delivery
The final refund amount will be determined following inspection of the returned item.
5. Exchanges
If you would like a different item, please return the original product following this policy and place a new order through our website.
6. Damaged or Defective Products
6.1 Products Damaged During Shipping
If your order arrives damaged in transit, please notify us within 48 hours of delivery.
After verification, we will provide a replacement product or issue a full refund at no additional cost.
6.2 Defective Products
If a product develops or arrives with a manufacturing defect, please contact us within the 30-day return period.
For approved defect claims, we will provide a prepaid return shipping label and offer either:
- A replacement product, or
- A full refund
7. Delayed or Missing Refunds
If you have not received your refund after the expected processing period:
- Contact your bank or credit card provider
- Check with your payment processor
- Contact our customer support team for assistance
Email: support@zolaxe.com
8. Gift Purchases
If an item was purchased as a gift, any approved refund will be issued to the original payment method used by the purchaser.
Gift credits are not offered at this time.
9. Special Return Situations
9.1 Bulk Purchases
Orders containing five (5) or more units of the same item may require special return arrangements. Please contact customer support for assistance.
9.2 Personalized Products
Customized or personalized products cannot be returned unless they arrive damaged or defective.
9.3 Promotional and Bundle Purchases
Products purchased as part of a bundle, promotion, or special offer may be subject to separate return requirements. Please review the applicable promotion terms or contact us for clarification.
10. Restocking Fees
Zolaxe does not charge restocking fees on eligible returns submitted within the approved 30-day return period.
11. Contact Us
For questions regarding returns, refunds, cancellations, or damaged products, please contact us:
Zolaxe
Address: 3044 Maddie Ln, Lexington, KY 40511
Phone: (859) 612-9341
Email: support@zolaxe.com
Business Hours: Monday to Friday, 8:00 AM – 5:00 PM
12. Policy Revisions
We may update or revise this Return & Refund Policy from time to time. The most current version will always be available on this page.
Changes to this policy will not affect return requests that have already been approved or are actively being processed.
Related Policies
For additional information, please review:
Thank you for shopping with Zolaxe. We appreciate your trust and are committed to providing fair, transparent, and customer-friendly support throughout the return and refund process.
