Return and Refund Policy


Return rules summary

    Returns accepted for 30 days
    Customer provides return shipping (If a return is initiated by the customer for an item in satisfactory condition)
    15% restocking fee
    Final sale items can't be returned

    Return and refund policy

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return

    Returns and Exchanges

    Returns:

    • We accept returns for both defective and non-defective products

    Exchanges:

    • We accept exchanges – but only for items that are defective, damaged during shipping, or not as ordered
    • If the customer ordered the wrong product, they will need to return the product and place a new order

    Eligibility for Returns

    To be eligible for a return, your item must meet the following criteria:

    • The item must be in the same condition as you received it: unused, with tags, and in its original packaging
    • You must provide the receipt or proof of purchase
    • Returns must be pre-approved via a return request with photo evidence of the item’s condition

    Definitions of Product Conditions

    Goods in Satisfactory Condition:

    • The product matches the description on the website
    • The product has no defects or damages
    • The product is in its original, unused state, including tags and packaging

     Goods in Unsatisfactory Condition:

    • The product has manufacturing defects
    • The product is damaged during shipping
    • The product received does not match the order (wrong size, color, or item)

    Restocking Fee

    When Restocking Fee Applies (15%):

    • The item is in satisfactory condition but the customer has decided to return it (e.g., buyer’s wrong selection)
    • The item is unused, with tags, and in original packaging
    • The product can be restocked for resale after inspection

    When Restocking Fee Does NOT Apply:

    • The buyer received the product in unsatisfactory (e.g., defective, damaged, or incorrect)
    • The issue is caused by the seller

    Return Shipping Fees

    When the Customer Pays for Return Shipping:

    • The item is in satisfactory condition
    • The return is initiated due to buyer’s an incorrect order by the customer

    When the Seller Covers Return Shipping:

    • The item is in unsatisfactory condition (e.g., defective, damaged, or incorrect)
    • The customer opts for a replacement or refund for issues caused by the seller

    How to Start a Return

    Step 1: Submit a Return Request

    • Contact us at support@zetterwayusa.com with the following information:
    • Your order number
    • A detailed reason for the return
    • Photos clearly showing the condition of the item

    Step 2: Approval and Instructions

    • If the return is approved:
    • You will receive detailed instructions along with a downloadable return shipping label (provided free of charge)
    • The cost of return shipping (if applicable) will be deducted from the refund

    Step 3: Return the Item

    • Ensure the item is securely packaged to avoid further damage
    • Ship the item using the provided return label

    Step 4: Inspection and Refund/Replacement

    • Upon receiving the item, we will inspect its condition:
    • Satisfactory Condition: A refund will be issued minus the restocking fee (15%) and return shipping cost
    • Unsatisfactory Condition: A full refund or replacement will be provided without additional charges

    Damages and Issues

    If the item you received is defective, damaged, or incorrect:

    Step 1: Contact us immediately at support@zetterwayusa.com with:

    • Photos showing the defect or damage
    • A description of the issue

    Step 2: Specify whether you would like a replacement or refund

    Step 3: If approved:

    • For replacements: We will cover all return shipping costs and send you a new item
    • For refunds: You will receive a full refund within 10 business days of the return being received and inspected

    Exceptions / Non-Returnable Items

    Certain items cannot be returned, including:

    • Sale items
    • Gift cards

    Refund Process

    1. Once we receive and inspect your return, you will be notified about the approval or rejection of your refund

    2. If approved:

    • Refunds will include the full product cost minus applicable fees (restocking fee and/or return shipping cost)
    • Refunds will be processed to your original payment method within 10 business days

    3. Note: It may take additional time for your bank or credit card company to process the refund

    4. If more than **15 business days** have passed since we approved your refund, please contact us at support@zetterwayusa.com

    Key Notes:

    • Items returned without prior approval or without a return request will not be accepted
    • Ensure all returned items are securely packaged to prevent damage during transit

    ZETTER INC

    Phone Number: +1 209 512 81 46
    E-Mail: support@zetterwayusa.com