Refund & Return Policy
Effective Date: June 28, 2026 | Last Updated: June 28, 2026
Good News: We offer FREE returns and replacements on eligible items within 10 days of delivery. No restocking fees. No hidden charges.
1. Return Window
You have 10 calendar days from the date of delivery to request a return or replacement. After 10 days, all sales are final and no returns or exchanges will be accepted.
The return window starts from the day your order is marked as “Delivered” by the carrier.
2. Eligible Categories for Return
Please note: Returns are NOT available for all products. Due to hygiene and safety regulations, certain categories are excluded from our return policy.
| Product Category | Return Eligible? | Notes |
|---|---|---|
| Leather Products | ✓ YES | Must be unused, with original tags attached |
| Nauticals | ✓ YES | Must be in original packaging, unused |
| Health Care | ✗ NO | Final sale — no returns due to safety regulations |
| Beauty | ✗ NO | Final sale — no returns due to hygiene reasons |
| Hair Care | ✗ NO | Final sale — no returns due to hygiene reasons |
| Skin Care | ✗ NO | Final sale — no returns due to hygiene reasons |
Important: Health, Beauty, Hair Care, and Skin Care products are FINAL SALE and cannot be returned or exchanged under any circumstances, including if the product is unopened. This policy is in place to protect customer health and safety.
3. Return Conditions (For Eligible Items)
To qualify for a free return or replacement, the item must meet ALL of the following conditions:
- Item must be unused, unworn, and unaltered
- Item must be in original packaging with all tags, labels, and accessories intact
- Item must not show any signs of wear, damage, or use
- Original receipt or order confirmation must be provided
- Return request must be initiated within 10 days of delivery
Tip: We recommend inspecting your order immediately upon delivery. If you receive a damaged or incorrect item, contact us within 48 hours for faster resolution.
4. Non-Returnable Items
The following items are NOT eligible for return, refund, or exchange:
- All Health Care products (medicines, supplements, medical devices)
- All Beauty products (cosmetics, makeup, fragrances)
- All Hair Care products (shampoos, oils, treatments)
- All Skin Care products (creams, lotions, serums, ointments)
- Items marked as “Final Sale” or “Clearance”
- Gift cards and store credits
- Items damaged due to customer misuse, negligence, or improper storage
- Items without original packaging or missing parts
- Items that have been used, washed, or altered
5. Free Return & Replacement Process
For eligible items, we offer FREE return shipping and FREE replacements. Follow these steps:
Request a Return
Email us at info@sellzoa.com within 10 days of delivery. Include your Order ID, reason for return, and photos (if item is damaged/defective).
Receive Return Authorization
Our team will review your request within 24-48 hours. If approved, we will email you a prepaid return shipping label and detailed return instructions.
Ship the Item Back
Pack the item securely in its original packaging. Attach the prepaid label and drop it off at the nearest carrier location within 7 days of receiving the label.
Inspection & Resolution
Once we receive the item, we will inspect it within 2-3 business days. If approved, you can choose a full refund or a free replacement (subject to stock availability).
6. Refund Processing
- Refund Method: Refunds are issued to the original payment method used at checkout
- Processing Time: 5-7 business days after we receive and approve the returned item
- Credit Card Refunds: May take an additional 3-5 business days to reflect in your account, depending on your bank
- PayPal Refunds: Usually processed within 24-48 hours after approval
- Original Shipping: Original shipping charges are non-refundable unless the return is due to our error (wrong/damaged item)
7. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item:
- Contact us within 48 hours of delivery
- Email photos of the damaged item and packaging to info@sellzoa.com
- We will provide a free replacement or full refund at no cost to you
- No need to return the damaged item in most cases — we will advise based on the situation
8. Order Cancellations
- Orders can be cancelled within 2 hours of placing the order, provided the order has not been processed or shipped
- Once an order is processed or shipped, it cannot be cancelled — you must wait for delivery and then request a return (if eligible)
- To cancel, email info@sellzoa.com with your Order ID and “Cancellation Request” in the subject line
9. Exchanges
Exchanges are available for eligible items only:
- Same product in a different size, color, or variant (subject to stock availability)
- Exchanges must be requested within the 10-day return window
- Free return shipping provided; replacement item ships free as well
- If the requested variant is out of stock, we will issue a full refund instead
10. Late or Missing Refunds
If you have not received your refund after 10 business days:
- Check your bank account and credit card statement again
- Contact your credit card company or bank — refunds may be pending
- If you have done all of the above and still have not received your refund, email us at info@sellzoa.com
11. Contact Us
For any questions about returns, refunds, or exchanges, please contact our support team:
This is a sample page.
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
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.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.