Refund policy

At ZilaBuy, we want every customer to shop with confidence. If you are not completely satisfied with your purchase, we offer a straightforward return process designed to make resolving any issue as simple as possible.

1. Return Eligibility

You may request a return within 30 days from the date your order is delivered.

To qualify for a return, products should be returned in their original condition, including any accessories, manuals, and original packaging whenever possible.

2. Free Returns

We provide free returns for eligible products.

Before sending any item back, please contact our customer support team so we can provide the correct return instructions and ensure your request is processed efficiently.

3. Items That Cannot Be Returned

Returns cannot be accepted for certain products, including:

  • Customized or personalized items.
  • Gift cards or digital products where applicable.
  • Items damaged due to misuse after delivery.
  • Products returned without prior authorization.
  • Any item excluded by applicable consumer protection regulations.

4. Starting a Return

To request a return, please contact us with the following information:

  • Your order number.
  • The reason for your return request.
  • Photos of the item if it is damaged or incorrect.

Our support team will review your request and provide detailed return instructions.

5. Refund Approval

Once your returned package has been received and inspected, we'll notify you of the outcome.

If your return meets our eligibility requirements, your refund will be approved and processed to your original payment method.

6. Refund Processing Time

Approved refunds are generally issued within 10 business days after the returned item has been inspected.

Depending on your payment provider or financial institution, additional processing time may be required before the funds appear in your account.

7. Incorrect or Damaged Orders

If your package arrives damaged, defective, or contains the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number.
  • Photos of the product.
  • Photos of the shipping box.
  • A short explanation of the issue.

We'll investigate the matter promptly and arrange an appropriate solution.

8. Order Cancellation

If you wish to cancel an order, please contact us immediately.

Orders can only be cancelled before they have entered the preparation or shipping stage.

9. Consumer Rights

This Return & Refund Policy does not affect any statutory rights available to consumers under applicable laws.

10. Contact Our Support Team

If you have any questions regarding returns or refunds, we're here to help.

ZilaBuy
22 Rue Lavacquerie
80700
France

Email: contact@zilabuy.shop
Phone: +33 5 78 69 05 26