We are confident that our products will meet or exceed your expectations, but we fully understand that is not always possible and, subject to this return policy, we will gladly accept returns per the below guidelines.
Returning an Item
Returns should be initiated 30 days from date of delivery. After 30 days, only brand-new, unopened products are eligible for return.
Restocking and processing fee for each item: $10
To qualify for a return:
You must contact Zonli customer service by email cs@zonlihome.com to obtain a Return Shipping Label before returning an item. Return shipments without a valid Shipping Label clearly posted on the outside of the shipping box will not be accepted.
All items must be returned in new, unused, sellable condition, in the same condition as they were sent, in the original manufacturer's packaging (including the packaging the item was shipped in or comparable shipping packaging), with all paperwork, parts and accessories to ensure full credit.
Returned items that are damaged, soiled (including pet hair), have odors (i.e. smoke, perfume, pet, etc.) or missing parts are not eligible for a refund. We are not obligated to accept returns if the item is not in the same condition as it was sent.
Some items are not returnable due to health and hygiene hazards. To consider the safety for all our customers from such hazards, items such as (bedding, clothing, pet bedding) and any other items related to bedding are non-returnable if the item is or has been used.
Please note: If there is extensive damage to an item upon delivery, immediately email us at cs@zonlihome.com for instructions. Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an error of Zonli will receive a refund of up to 50% of the items price.
Exchanging an Item
You have 30 days from the date of shipment to exchange an item.
To exchange an item quickly, place an order for the new item by the website and follow the above Return process on the item you wish to return.
You can also exchange an item through the above Returns process, but specify with the return what item you wish to exchange it for. Any price differences of the exchanged item(s) will be charged or credited to the original method of payment, including re-shipping fees.
All items that you are returning for exchange are subject to the same criteria as the above Return Policy.
Damaged or Defective Items
If you receive a damaged or defective item, we ask that you send a photo to cs@zonlihome.com along with your order number to help us identify manufacturing flaws, and to share with our factory and distribution center for quality assurance purposes. Zonli will make every reasonable effort to replace the item in a timely manner.
Replacement Terms
In the event that we send you a replacement, you will be required to return the damaged or defective item within 30 days to avoid being charged for both the replacement and the original. Additionally, we can only replace the exact item and version you ordered.
Changing or Canceling Your Order
After your payment is done and receive your order confimation email, your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must email us at cs@zonlihome.com. Please note that most orders process quickly and can enter the shipping process within few hours. If your order has already entered the shipping process, it cannot be changed or canceled.
The customer is responsible for all shipping charges on refused orders, with the exception of damaged merchandise. This includes both the outbound and return shipping charges. Orders canceled or refused after they have shipped will be treated as a return.
Cancellations
Occasionally, orders or parts of an order are canceled by our system for various reasons. Some reasons are:
1. Item(s) not available. 2. Difficulty in processing your payment information. 3. Cannot ship to address provided. 4. Duplicate order was placed. 5. Canceled due to a customer request.
If your order is canceled, you will receive a notice regarding your order via email which will explain the reason for the cancellation.
You will not be billed for any canceled items. If you are interested in alternative products, please email us at cs@zonlihome.com contact for a recommendation.
