Refund Policy

REFUND POLICY

Last Updated: September 25, 2026

At Zuno, we want customers to understand clearly how refund requests are handled. This Refund Policy describes the circumstances in which a refund may be available, the information that may be required to review a request, and how approved refunds are processed.

This policy applies to purchases made through the Zuno online store and should be read together with our Return and Exchange Policy, Shipping Policy, and Terms of Service.

Nothing in this policy is intended to limit mandatory consumer rights provided by applicable law.

1. General Refund Eligibility

A customer may be eligible for a refund when:

  • An eligible product is returned within the applicable return period;

  • A product arrives damaged;

  • A verified manufacturing defect affects the product;

  • The customer receives an incorrect item;

  • An eligible order is canceled before dispatch;

  • Zuno is unable to fulfill a paid order;

  • A duplicate payment is confirmed;

  • A shipment is determined to be lost and a refund is the appropriate remedy;

  • Applicable consumer law requires a refund.

Each request may be reviewed according to the circumstances of the transaction.

2. 30-Day Return Period

Eligible products may generally be returned within 30 days after delivery.

Customers requesting a standard return should contact Zuno within this period and follow the return instructions provided by our customer support team.

A return request submitted within the applicable period does not automatically guarantee a refund. The product must also satisfy the relevant return conditions unless mandatory law provides otherwise.

3. Change-of-Mind Refunds

If you decide that an eligible product is no longer suitable for you, a return may be requested during the applicable return period.

For a standard change-of-mind return, products should generally be:

  • Unused or only reasonably inspected;

  • Undamaged by the customer;

  • Complete with relevant accessories and components;

  • Returned in suitable packaging;

  • In a condition consistent with the applicable return requirements.

Where legally permitted, customers may be responsible for return shipping costs associated with change-of-mind returns.

4. Damaged Products

If your product arrives damaged, please contact Zuno promptly after delivery.

To evaluate the claim, we may request:

  • Your order number;

  • Photographs of the damaged product;

  • Photographs of the external package;

  • Images of internal protective packaging;

  • Photographs of shipping labels;

  • Video or additional information where reasonably necessary.

Customers should retain the damaged product and packaging until the claim has been reviewed.

After verification, an appropriate solution may include a refund, replacement, or another remedy.

5. Defective Merchandise

If a product appears to contain a manufacturing defect, contact our customer support team and describe the issue.

Photographs, video, or other evidence may be requested to help us understand and verify the reported defect.

A manufacturing defect generally does not include problems caused by accidental damage, misuse, unauthorized modification, improper maintenance, or ordinary wear and tear.

Statutory warranties and mandatory product conformity rights remain unaffected.

6. Incorrect Items

If the product delivered is different from the item confirmed in your order, please notify Zuno as soon as reasonably possible.

We may request photographs showing the product received, its packaging, labels, and other identifying information.

Once the error is confirmed, we will provide instructions and determine an appropriate resolution, which may include sending the correct item or issuing an eligible refund.

7. Missing Items

If your package arrives but one or more products included in your confirmed order are missing, please contact our support team.

We may review fulfillment records, package information, shipment weight, tracking details, and other available evidence.

If a missing item is confirmed, Zuno will provide an appropriate remedy based on the circumstances.

8. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Because fulfillment can begin shortly after an order is submitted, cancellation requests cannot always be guaranteed.

If an order is successfully canceled after payment has been collected, the applicable amount will be refunded.

Once an order has been dispatched, customers will generally need to follow the applicable return procedure.

9. Orders Zuno Cannot Fulfill

In uncommon circumstances, Zuno may be unable to fulfill a purchase because of an inventory discrepancy, supplier issue, shipping restriction, technical problem, or another operational circumstance.

If we cancel a paid order because it cannot be fulfilled, the applicable amount will be refunded.

Where appropriate, customers may first be offered an alternative solution.

10. Duplicate Charges

If you believe that you were charged more than once for the same transaction, please contact Zuno with the relevant order and payment information.

We will review the available transaction records.

If an unintended duplicate charge is confirmed, the duplicate amount will be refunded.

Separate orders intentionally or independently submitted are not automatically considered duplicate transactions.

11. How to Request a Refund

To request a refund, contact the Zuno customer support team through the contact options available on our website.

Please provide:

  • Your order number;

  • The product concerned;

  • The reason for the request;

  • Relevant photographs or videos when applicable;

  • Any other information reasonably necessary to understand the issue.

Providing complete information may help us process your request more efficiently.

12. Do Not Return Products Without Instructions

Customers should not send products back before receiving the appropriate return instructions from Zuno.

The return destination may differ depending on the product, fulfillment location, supplier, or nature of the request.

Sending merchandise to an unauthorized address may cause significant delays or prevent the return from being properly identified.

The original sender address displayed on a package should not automatically be treated as the authorized return address.

13. Inspection of Returned Products

When a physical return is required, the product may be inspected after reaching the designated return location.

The inspection may verify:

  • That the correct product was returned;

  • The condition of the merchandise;

  • Whether accessories and components are present;

  • Whether the item shows excessive use or customer-caused damage;

  • Whether the return corresponds to the approved request.

The inspection outcome may affect refund eligibility where permitted by law.

14. Refund Amount

An approved refund will generally reflect the amount actually paid for the eligible product.

Discounts, promotional pricing, partial returns, shipping charges, or other relevant transaction conditions may affect the calculation.

Zuno will not make deductions that are prohibited by applicable consumer protection law.

15. Refund Method

Approved refunds are normally issued to the original payment method used for the purchase.

This helps maintain transaction security and appropriate payment records.

If refunding the original payment method is technically impossible, Zuno may contact the customer regarding an appropriate alternative where legally permitted.

16. Refund Processing Time

After Zuno approves and processes a refund, it will generally take approximately 5 to 10 business days for the funds to appear in the customer's account.

The exact timing depends on the customer's bank, card issuer, payment provider, and original payment method.

Processing times controlled by financial institutions are outside Zuno's direct control.

17. Original Shipping Charges

Whether original shipping charges are refundable depends on the circumstances and applicable consumer law.

For discretionary change-of-mind returns, original delivery charges may be non-refundable where legally permitted.

When a refund results from a verified error attributable to Zuno, shipping charges will be addressed in accordance with applicable legal requirements.

18. Return Shipping Costs

For standard change-of-mind returns, customers may be responsible for return shipping expenses where permitted by law.

Where a return is required because of a verified defective, damaged, or incorrect product, Zuno may provide specific return arrangements or otherwise address eligible return costs as required.

Customers should follow our instructions before purchasing return postage if they expect Zuno to cover the cost.

19. Promotional and Discounted Purchases

Refunds for discounted merchandise are generally based on the amount actually paid.

If a purchase was made as part of a bundle, multi-buy promotion, or similar offer, returning only part of the order may affect the promotional calculation where permitted by law.

Promotional value that was not separately paid for does not ordinarily create an independent cash refund entitlement.

20. Undeliverable and Returned Shipments

Packages may be returned because of:

  • An incorrect or incomplete address;

  • Refused delivery;

  • Repeated unsuccessful delivery attempts;

  • Failure to collect the package;

  • Customs-related circumstances;

  • Other delivery problems.

Such situations will be reviewed individually.

Where legally permitted, additional shipping or handling costs resulting from circumstances attributable to the customer may affect the refundable amount.

21. Lost Shipments

If an order appears to have been lost during transportation, please contact Zuno.

We may review tracking information and coordinate an investigation with the applicable carrier or logistics provider.

Once sufficient information is available, an appropriate resolution may include reshipment, replacement, refund, or another remedy depending on the circumstances and applicable law.

22. Packages Marked as Delivered

If tracking indicates that a package has been delivered but you cannot locate it, please check the delivery location, household members, reception areas, neighbors where appropriate, and any carrier notifications.

If the package remains missing, contact our support team.

Zuno may review available tracking information or request additional information from the carrier before determining the appropriate resolution.

23. Refund Requests That May Be Declined

Where permitted by applicable law, a discretionary refund request may be declined when:

  • The applicable return period has expired;

  • The product does not satisfy the stated return conditions;

  • The item has been materially used or altered;

  • Customer-caused damage is present;

  • Important components or accessories are missing;

  • A different product has been returned;

  • The request contains materially inaccurate or fraudulent information;

  • The product falls within a lawful return exclusion.

These conditions do not override mandatory remedies for defective, incorrect, misdescribed, or nonconforming goods.

24. Fraud and Refund Abuse

Zuno reserves the right to investigate refund requests that reasonably appear fraudulent or abusive.

This may include situations involving manipulated evidence, false non-delivery claims, substitution of returned products, repeated claims concerning the same transaction, or attempts to obtain multiple remedies for one purchase.

Where fraud or material abuse is established, requests may be declined to the extent permitted by law.

25. Chargebacks and Payment Disputes

If you experience a problem with an order or payment, you may contact Zuno so that we can review the matter.

Customers retain any applicable rights to contact their bank or payment provider.

When a chargeback or payment dispute is initiated, Zuno may provide relevant transaction, fulfillment, shipping, delivery, and customer communication records to the payment provider as part of the dispute process.

26. Consumer Protection Rights

This Refund Policy establishes Zuno's general procedures but does not remove or reduce mandatory consumer rights.

Depending on your jurisdiction, additional legal protections may apply regarding withdrawal, cancellation, defective goods, delivery, warranties, refunds, or return costs.

If applicable consumer legislation provides greater protection than this policy, the mandatory legal requirements will prevail.

27. Changes to This Refund Policy

Zuno may revise this policy when necessary to reflect changes in our products, operations, procedures, or applicable requirements.

The current version will be published on our website together with its latest revision date.

28. Contact

For assistance with a refund, cancellation, damaged product, missing shipment, or another order-related concern, please contact the Zuno customer support team through the contact information available on our website.

Please include your order number and relevant details so that we can review the matter and provide appropriate instructions.

Zuno
Refund Policy
Last Updated: September 25, 2026