Returns, Refunds & Exchanges Policy
🔁 Returns, Refunds & Exchanges Policy
Last updated: [July, 2025]
At ZALCEN, we want you to shop with confidence. If you're not fully satisfied with your purchase, we offer a smooth, fair, and customer-friendly return and exchange process — fully aligned with consumer laws in Europe and the UK.
📅 Return & Exchange Window
You may request a return or exchange within 14 days of receiving your order, in accordance with EU and UK consumer protection regulations.
To qualify, items must be:
- Unused
- Undamaged
- In their original packaging
🔁 Exchanges
We gladly accept exchanges for reasons such as size, color, or product variation — as long as the item meets the return conditions.
To initiate an exchange, please contact us at:
📧 contact@zalcen.com
💸 Refunds
Refunds are available in the following situations:
- You are not satisfied and return the item within the 14-day window.
- You receive a product that is damaged, defective, or incorrect (photo or video evidence required).
- Your package is lost in transit — in this case, we will reship the order instead of issuing a refund.
Once we receive and inspect your returned item, your refund will be processed within 7–10 business days.
We’re committed to making your return process simple, fair, and customer-friendly.
🚚 Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases of store error (e.g., incorrect or defective product).
Initial shipping fees are non-refundable.
📦 Return Conditions
To be accepted, returned products must:
- Be unused and in new condition
- Include all original packaging and tags
- Be shipped with proof of purchase (order number)
We accept returns on all products, including customized or made-to-order items.
🔐 Proof Required
If your item is damaged or incorrect, please provide photo or video proof.
This helps us validate your request quickly and offer a fair solution.
📧 Contact for Returns
To begin a return or exchange, email our customer support team with your order number and reason for return:
contact@zalcen.com
We’ll get back to you with clear instructions on how to proceed.
ℹ️ Need Help?
Still have questions about returns or exchanges?
Reach out to our support team — we’re here to help.
📧 Email: contact@zalcen.com