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Returns & Refunds

Time Limit for Accepting Returns&Exchanges

 

Under normal conditions, this policy lasts 48 hours. If 48 hours have gone by since you signed for the goods, unfortunately, we can’t offer you a refund or exchange.

If the product has quality problems due to damaged packaging, you need to contact us within 24 hours and provide photos of the outer packaging.

Please note that all our lighting fixtures are packaged with customized foam padding to ensure the utmost safety of the goods during transit. Therefore, in the event that you receive a lighting fixture with quality issues, we kindly request that you provide photos of both the outer packaging and the specific areas where the problem occurred. This will enable us to promptly address the issue and provide a resolution for you.

 

Return & Exchange Conditions

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.

 

Condition 1

We will be responsible for the return postage fees and replacement fees. Shipping fees are non-refundable.

 

  1. The product customization information does not match or an error in customization.
  2. Open lines/broken/stained/unclear pictures rendering or lettering.
  3. Wrong or mismatched size.
  4. Wrong or lost shipment.
  5. Damaged or otherwise defective

 

Condition 2

The customer is responsible for the return postage fees and replacement fees. 

  1. Purchased the wrong item or chose the wrong size for the product.
  2. The product is not suitable.
  3. Personal reasons due to personal taste, changed mind, etc.
  4. The parcel was returned to Zepboo by the local post office because the customer did not go to the post office in time to collect the parcel.

 

Condition 3 

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
  • Discounted goods
  • Some health and personal care items           

Please reach out to our email at support@zepboo.com for all return requests. Once your return is approved, we will provide you with a return address. Please note that items returned without prior approval will not be accepted.

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 have any questions or concerns regarding your return, please do not hesitate to contact us at support@zepboo.com.

 

Condition 4

Expedited Shipping

All lighting fixtures purchased on our website come with complimentary standard shipping. Customers also have the option to select expedited logistics for an additional fee. However, please note that expedited logistics is considered an extra customized service and is non-refundable under our refund policy.In adherence to our policy, we do not offer refunds for expedited shipping fees. Once the expedited logistics service is selected and paid for, the fee is considered non-refundable regardless of the circumstances.

 

Return/Exchange Procedure

 

  1. Initiate the Request:

    • Contact our customer support team support@zepboo.com within 48 hours of receiving the product to request a return or exchange.
    • Provide the order number, product details, and reason for the return or exchange.

  2. Verification and Approval:

    • Our customer support team will review your request and verify the eligibility for return or exchange.
    • Once approved, you will receive a Return Authorization (RA) number and detailed instructions on how to proceed. 
    • Contact details:
      Return&Exchange contact email: support@zepboo.com
      Return&Exchange address (in general): Room B605, No.6, Cencunsonggang Ave, Tianhe District, Guangzhou, Guangdong, China.
      Please note that the actual return&exchange address is subject to change, please refer to the return&exchange address provided in the RA.

  3. Packaging and Shipping:

    • Pack the product securely in its original packaging, including all accessories, manuals, and promotional materials.
    • Affix the provided RA number clearly on the package.
    • Ship the package using a reliable and trackable shipping method. We recommend obtaining shipping insurance.

  4. Product Inspection:

    • Upon receiving the returned product, our team will inspect it to ensure it meets the required conditions for return or exchange.
    • The product should be in its original condition, unused, and free from any damage or alterations.

  5. Refund or Exchange:

    • If a refund is approved, it will be processed within 7-15 business days using the original payment method. Please note that any shipping fees or restocking charges may apply.
    • In the case of an exchange, the requested replacement product will be shipped to you within 30-60 business days, subject to availability.

  6. Confirmation and Resolution:

    • Once the refund or exchange is processed, you will receive a confirmation email with the details of the resolution.
    • If you have any further questions or concerns, our customer support team is available to assist you.

Please note that the specific timeframes, conditions, and policies may vary depending on the nature of the product and our company's policies. We recommend referring to our official website or contacting our customer support team for detailed and up-to-date information regarding our product return and exchange process.

To complete your return&exchange, 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 (if applicable):

  • Item with obvious signs of use
  • Any item not in its original condition is damaged or missing parts for reasons not due to our error

 

Late or Missing Refunds (If Applicable)

 

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 support@zepboo.com.