At Zalabuy, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your camping gear or outdoor products, we are here to help. This Return and Refund Policy outlines how you can return items, the process for requesting a refund, and the conditions that apply.
1. Returns
Eligibility for Returns
To be eligible for a return, the following conditions must be met:
Return Window: You can return items within 30 days from the date of purchase.
Condition of Products: Items must be unused, in the same condition as when received, and in the original packaging. Products that are damaged, used, or missing parts will not be accepted for return.
Proof of Purchase: A receipt or order number must be provided for all returns.
Non-returnable Items
Certain products are not eligible for return due to hygiene or safety reasons, such as:
Opened or used tents or outdoor mattresses
Personalized or custom-made products
Gift cards or clearance items
If you’re unsure whether your item is eligible for return, please contact our customer service team for clarification.
2. Refunds
Refund Process
Once we receive your returned item, we will inspect it to ensure it meets the eligibility criteria. If your return is approved:
Refund Method: Refunds will be processed back to the original payment method used at checkout (e.g., PayPal, credit/debit card).
Processing Time: Once the return is approved, refunds will be issued within 5-10 business days. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Partial Refunds: In certain cases (e.g., if the product is not returned in original condition), only a partial refund will be issued.
3. Exchanges
We do not offer direct exchanges at Zalabuy. If you wish to exchange an item for a different product, please return the original product and place a new order for the desired item.
4. Return Shipping Costs
Return Shipping Fees: The customer is responsible for the return shipping costs unless the product is defective, damaged, or we made an error with the order.
Original Shipping Fees: Original shipping costs are non-refundable, unless the return is due to an error on our part.
We recommend using a trackable shipping service for returns to ensure that the product is safely returned to us. Zalabuy cannot guarantee receipt of returned items if tracking is not used.
5. How to Return an Item
To initiate a return, follow these steps:
Contact Customer Support: Email us at support@zalabuy.com or call +1 505-506-9280 with your order number and reason for the return.
Return Instructions: Our customer service team will guide you through the return process and provide the return address.
Ship the Item: Pack the item securely, including the original packaging and any accessories, and ship it back to the provided address.
Confirmation: Once your return is received, we will notify you via email and process your refund if applicable.
6. Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately. We may request photos or additional details to assist in the return process. In cases of defective or damaged items, we will cover the return shipping costs and offer you a replacement, repair, or full refund.
7. Order Cancellations
If you wish to cancel an order, please contact us within 24 hours of placing your order. Orders that have already been shipped cannot be canceled but may be returned once they arrive.
8. Contact Us
If you have any questions or concerns regarding returns or refunds, don’t hesitate to reach out to us:
Business Hours: Monday to Friday, 9 AM to 5 PM EST
Address: 2100 Louisiana Blvd NE, Albuquerque, NM 87110, United States
We are committed to providing you with the best outdoor camping products and service, and we are here to ensure your return and refund experience is as smooth as possible.
