Returns and Exchanges
We are committed to providing you with high-quality, comfortable and fashionable apparel, if you encounter product quality or other problems in the process of use, we will provide comprehensive and convenient return and exchange services to protect your legitimate rights and interests. The following policy describes in detail the scope of application of returns and exchanges, application conditions, procedures, costs and precautions, please read carefully.
Scope of application of the policy
1. Applicable Orders
This policy applies to all products purchased on Zceam's official website (Zceam.com). For products purchased through third-party platforms, please refer to the return and exchange policy of the corresponding platform.
2. Applicable objects
This policy applies only to returns and exchanges made by consumers due to personal reasons, product quality problems or delivery errors and other non-man-made damages. For customized, personalized or marked “special price/clearance/final sale” products, unless there is a product quality problem, or otherwise do not accept returns and exchanges.
Return and exchange conditions
1. Application time limit
You need to submit a return or exchange application within 30 days from the date of receipt of the product. Late application will be regarded as acceptance of the product and no return or exchange will be accepted.
2. Merchandise Condition Requirements
Returned or exchanged merchandise must be in new, unused condition with original packaging, hang tags, accessories, manuals and all accompanying items.
The merchandise itself and its packaging must not have any artificial damage, stains, breakage, alteration or traces of use.
3. Description of special products
For returns or exchanges due to size, style, or other issues that do not meet your personal needs, the product must be in good condition and not worn or washed.
Special promotional items, limited edition items or other items labeled as “non-returnable” will not be returned or exchanged once purchased (unless there is a quality problem with the product).
Return and exchange application process
1. Application Submission
Please check the product as soon as possible after receiving it. If there is any problem or you need to return or exchange the product, please submit a return or exchange application through our customer service channel (e-mail: team@zceam.com) within 30 days.
When applying, please provide the following information: order number, date of purchase, product name and model number, description of the reason for the return or exchange, and it is recommended to attach relevant photos or videos as supporting materials.
2. Review and Confirmation
Customer service team will review the application within 12 working days after receipt. The audit includes, but is not limited to, the product status, the reason for the application and the supporting materials provided.
After passing the audit, we will send you the return authorization and detailed operation guidelines by email or SMS, if the audit is not passed, we will explain the reasons and provide the corresponding solutions.
3. Sending back the goods
Please follow the guidelines to send back the goods to be exchanged to the designated address. To ensure the safety of the goods, please use the original packaging or appropriate packaging materials, and choose a delivery method that allows you to check the logistics information.
Please make sure to keep the logistics number when you send out the goods for subsequent inquiry and verification.
4. Acceptance and Handling of Goods
After we receive the returned goods, we will complete the acceptance of goods within 3-5 working days to confirm that the status of the goods meet the conditions of return.
After acceptance, if you choose to refund, we will return the refund to the original payment method you used when you paid within 7 working days; if you choose to exchange the goods, we will resend the goods according to your request.
5. Return address
1 Seafar Drive, Kelty, Fife, Scotland, KY4 0JX
Description of the costs borne
1. Returns and exchanges due to product quality or incorrect shipments
If the return or exchange is due to product quality problem, wrong delivery, damaged package or other non-consumer reasons, after verification and confirmation, Zceam will bear all the shipping costs and related expenses incurred.
In addition, if you apply for an exchange due to product quality problems, we will provide free shipping for the exchange.
2. Returns and exchanges for personal reasons
If the return or exchange is due to personal preference, wrong size, or other subjective factors, the customer is responsible for the return shipping and other related costs.
If the customer chooses the expedited delivery service, the additional shipping cost will be calculated separately according to the standard.
3. Refund amount description
Refunds will be made in the original form of payment. The refund amount includes the original price of the product and the corresponding tax, but does not include the additional costs incurred by the shipping fee, expedited delivery fee, and other additional costs incurred by the return of the product for personal reasons.
Explanation of Special Circumstances
1. Application for return or exchange is rejected
If during the review process, we find that the merchandise does not meet the return or exchange requirements (such as used, damaged, incomplete packaging, etc.), or if the application is not submitted within the specified period, we will reject the return or exchange application.
If the return or exchange request is rejected, you can communicate further with our customer service team and we will provide additional help and solutions.
2. Returns and Exchanges for Gift Orders
If your order contains a gift, please make sure that the gift packaging and related accessories are in good condition if you need to return or exchange it. The return and exchange policy for gifts is the same as for regular orders, but proof of purchase or additional information may be required during the return and exchange process to confirm the origin of the order.
3. Promotional Products and Specific Events
For products purchased during promotional events, except for product quality issues, in principle, we do not accept return or exchange requests. Please read the relevant instructions of the promotional activities carefully before you make a purchase.
4. Defective or incorrect goods
If the goods received are defective, damaged or not in accordance with the order, please contact customer service within 24 hours after signing the receipt. We will respond quickly to provide you with a refund or replacement processing.