Return and Exchange Policy

RETURN AND EXCHANGE POLICY

Last Updated: September 25, 2026

Zuno understands that there may be occasions when a customer needs to return a purchase or request an exchange. This Return and Exchange Policy explains the general conditions, procedures, and timeframes applicable to eligible products purchased through the Zuno online store.

Our goal is to provide a clear process while protecting both customer rights and the integrity of our fulfillment operations.

This policy should be read together with the Zuno Refund Policy, Shipping Policy, and Terms of Service. Mandatory consumer rights provided by applicable law remain unaffected.

1. Standard Return Period

Customers may generally request the return of an eligible product within 30 days from the date of delivery.

The request should be submitted within this period through the customer support options available on our website.

Requests made after the 30-day period may not qualify for a standard change-of-mind return. However, additional rights may continue to apply to defective, incorrect, or nonconforming products under applicable law.

2. General Return Requirements

For a standard return to qualify, the product should generally:

  • Be the same item originally purchased from Zuno;

  • Be unused or only reasonably inspected;

  • Remain free from customer-caused damage;

  • Include its original components and accessories;

  • Include manuals or supplied materials where applicable;

  • Be appropriately packaged for return transportation;

  • Be accompanied by sufficient information to identify the original order.

Products should be handled with reasonable care while in the customer's possession.

3. Change-of-Mind Returns

If you have changed your mind about an eligible purchase, you may submit a return request during the applicable return period.

Please contact Zuno before shipping the merchandise.

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

The product may be inspected after it is received before the return and any associated refund are finalized.

4. Exchange Requests

Eligible products may be exchanged when the requested replacement is available and the original item satisfies the conditions of this policy.

An exchange may involve:

  • Another size;

  • Another color;

  • Another available variation;

  • A replacement of the same product;

  • Another solution agreed upon with our support team.

All exchanges are subject to inventory availability.

If the requested replacement is unavailable, we may offer another available option or process an eligible return and refund.

5. Incorrect Products

If Zuno sends a product different from the item shown in your confirmed order, please contact us promptly.

We may ask for photographs showing:

  • The product received;

  • Product labels;

  • Packaging;

  • Shipping labels;

  • Other relevant identifying information.

Once the error has been confirmed, we will provide appropriate instructions and determine the available remedy.

6. Damaged Items

If your order arrives visibly damaged, please notify our customer support team as soon as reasonably possible.

Do not discard the product, shipping box, packaging materials, or labels while the matter is being reviewed.

Photographs or video may be requested to document the condition of the shipment.

After verification, Zuno may provide a replacement, exchange, refund, or another appropriate remedy.

7. Defective Products

A customer who believes that a product contains a manufacturing defect should contact Zuno and describe the problem.

We may request supporting photographs, video, or other information reasonably necessary to assess the issue.

Manufacturing defects generally do not include damage resulting from:

  • Improper use;

  • Accidents;

  • Customer modifications;

  • Unauthorized repairs;

  • Improper storage or maintenance;

  • Ordinary wear and tear.

Mandatory warranty and product conformity rights remain unaffected.

8. Wrong Size, Color, or Variation

Customers should carefully review product selections before completing checkout.

If Zuno delivers the exact size, color, model, or variation selected by the customer but another option is preferred, the request will generally be treated as a standard exchange or change-of-mind return.

If Zuno sends a variation different from the one confirmed in the order, the request will be handled as an incorrect-product issue.

9. Products That May Be Excluded

Where permitted by applicable law, certain products may be excluded from standard change-of-mind returns.

Examples may include:

  • Personalized products;

  • Custom-made merchandise;

  • Products manufactured to individual specifications;

  • Certain hygiene-sensitive products after opening;

  • Products materially altered after delivery;

  • Products damaged through improper customer use;

  • Other merchandise expressly identified as non-returnable before purchase where legally permitted.

These exclusions do not remove mandatory remedies that may apply to defective, incorrect, or nonconforming products.

10. Starting a Return

Before returning a product, contact the Zuno customer support team using the contact information available on our website.

Please provide relevant details such as:

  • Your order number;

  • The product you wish to return;

  • The reason for the request;

  • Photographs or video where relevant;

  • Any other information reasonably requested for review.

Our team will evaluate the request and provide the appropriate instructions.

11. Return Authorization

Customers should wait for return instructions before sending merchandise.

The correct return destination may depend on the product, fulfillment location, and circumstances of the request.

A return sent without authorization or to an incorrect destination may be delayed or may not be properly identified.

Do not automatically return merchandise to the address printed on the original shipping package unless Zuno specifically instructs you to do so.

12. Packaging Returned Merchandise

Products should be packaged securely to prevent unnecessary damage during return transportation.

Where reasonably possible, include:

  • The product;

  • Original accessories;

  • Components supplied with the product;

  • Manuals or documentation;

  • Protective materials.

The original shipping box is not always required unless specifically stated, but suitable protective packaging should be used.

13. Return Shipping Costs

For a standard change-of-mind return, the customer may be responsible for return shipping costs where permitted by law.

If a return results from a verified error by Zuno or an eligible defective, damaged, or incorrect product, return shipping arrangements will be determined according to the circumstances and applicable consumer rights.

Customers should not purchase return postage expecting reimbursement unless authorized by Zuno or required by applicable law.

14. Tracking Your Return

When customers are responsible for arranging a return shipment, we recommend selecting a shipping service that provides tracking.

Keep the shipping receipt and tracking information until the return has been fully resolved.

Zuno cannot guarantee responsibility for a customer-arranged return that cannot be tracked or verified as delivered, subject to applicable law.

15. Inspection Process

Returned merchandise may be inspected after reaching the designated return location.

The review may confirm:

  • Product identity;

  • Overall condition;

  • Presence of accessories and components;

  • Evidence of use;

  • Customer-caused damage;

  • Whether the product matches the approved return request.

The inspection helps determine the appropriate resolution.

16. Incomplete Returns

For discretionary change-of-mind returns, products returned without important accessories, components, or included items may not satisfy the standard return conditions.

Where legally permitted, missing components may affect refund eligibility or the refundable amount.

This provision does not apply where the customer originally received an incomplete product and reported the issue accordingly.

17. Used or Damaged Returns

Customers may reasonably inspect products after receiving them.

However, where permitted by applicable law, Zuno may decline or adjust a discretionary return if the merchandise has been used substantially beyond what is reasonably necessary for inspection or has been damaged after delivery.

Mandatory consumer rights are not affected by this provision.

18. Exchanges and Inventory Availability

An approved exchange does not guarantee that a particular replacement will remain available indefinitely.

Inventory can change while a return is being transported or inspected.

If the requested replacement becomes unavailable, Zuno may offer:

  • Another available variation;

  • A comparable alternative where appropriate;

  • An eligible refund.

The customer may be contacted before an alternative product is supplied.

19. Price Differences on Exchanges

If an exchange involves a product or variation with a different price, additional payment or refund arrangements may be necessary.

Any price adjustment will be communicated before the exchange is completed where applicable.

Promotional prices from an earlier purchase may not necessarily apply to a different product unless required by the terms of the promotion or applicable law.

20. Refunds Following a Return

When a returned product qualifies for a refund, the refund will be processed according to the Zuno Refund Policy.

Approved refunds are generally returned to the original payment method.

Once processed by Zuno, additional time may be required by the customer's bank, card issuer, or payment provider.

21. Bundles and Promotional Purchases

Products purchased as part of a bundle, multi-item promotion, or special offer may have interconnected pricing.

If only part of such a purchase is returned, the original promotional calculation may be reviewed where permitted by law.

Any eligible refund will generally reflect the amount actually paid after applicable discounts.

22. Partial Returns

Customers who purchased multiple independent products do not necessarily need to return the entire order.

Eligible individual products may generally be returned separately.

The applicable refund or exchange will relate only to the products accepted under the return request.

23. Gifts

If an item was purchased as a gift, refund options may depend on the original transaction and payment method.

Where a monetary refund is appropriate, it will generally be issued to the original payment method unless another arrangement is legally required or expressly approved.

24. Refused Deliveries

Refusing a shipment does not automatically qualify it as an approved return.

Packages refused at delivery may take additional time to return through the carrier network.

Once the package is received and identified, Zuno may review the circumstances and determine whether a refund or reshipment is appropriate.

Applicable shipping costs may be considered where legally permitted.

25. Undeliverable Orders

A package may be returned as undeliverable because of an incomplete address, incorrect information, unsuccessful delivery attempts, failure to collect the shipment, or another delivery issue.

When this occurs, Zuno will review the circumstances.

Reshipping costs or deductions may apply where legally permitted if the delivery failure resulted from information or circumstances attributable to the customer.

26. Return Abuse and Fraud

Zuno may investigate suspicious return activity where there is a reasonable basis to do so.

Examples may include:

  • Returning a different product;

  • Submitting manipulated evidence;

  • Making knowingly false damage claims;

  • Attempting to obtain multiple refunds for one purchase;

  • Intentionally removing or replacing product components;

  • Other materially fraudulent conduct.

Confirmed fraudulent requests may be rejected where permitted by applicable law.

27. Customer Responsibility

Customers are responsible for following the return instructions provided by Zuno.

Failure to use the designated return process may result in delays.

Please retain relevant communications, tracking information, and shipping receipts until your return or exchange has been completed.

28. Consumer Rights

This policy describes Zuno's standard return and exchange procedures.

Customers may have additional rights under the laws applicable in their country or region, including rights relating to withdrawal, product conformity, statutory guarantees, defective goods, and refunds.

Where mandatory consumer law provides greater protection than this policy, the applicable legal requirement will prevail.

29. Changes to This Policy

Zuno may update this Return and Exchange Policy when necessary to reflect changes to our operations, fulfillment procedures, products, or applicable legal requirements.

The latest version will be published on our website with an updated revision date.

30. Contact

To request a return or exchange, or to report a damaged, defective, incomplete, or incorrect product, please contact the Zuno customer support team through the contact options available on our website.

Please include your order number and sufficient information about your request so that our team can provide the appropriate instructions.

Zuno
Return and Exchange Policy
Last Updated: September 25, 2026