Refund policy
At Zelayne, we want every purchase to feel right. If something isn't working for you, here's how we handle returns and refunds.
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Contact Information
Store Name: Zelayne
Email: support@zelayne.com
Phone: +44 7473 953747
Customer Service Hours: Monday–Friday, 9am–5pm
We respond within 24 business hours on working days.
2. Order Fulfillment & Return Location
Zelayne is a Germany-based business. Our products are fulfilled and shipped through international logistics partners and warehouses. Because of this, the shipping origin may differ from our registered business address, and approved returns may be directed to an international returns facility. The correct return address will be confirmed once a Return Authorization has been approved. Please do not send returns to our business address unless our support team specifically directs you to do so.
3. 30-Day Return Period
You may request a return within 30 days of delivery. To be eligible, the item must be unused and undamaged, returned in its original packaging, and accompanied by proof of purchase (order number or receipt). Returns requested after 30 days may not be eligible for a refund.
4. How to Start a Return
Email support@zelayne.com with your order number and reason for return. Our team will review your request and respond within 1–2 business days. If approved, you will receive a Return Authorization and return instructions. The item must be shipped back within 7 days of approval. Returns sent without prior authorization may not be accepted.
5. Return Shipping Costs
If you receive a product that is defective, damaged in transit, or not what you ordered, contact us within 48 hours of delivery with photos of the issue. Once reviewed, we will arrange a replacement or full refund at no cost to you. If you no longer want the item or ordered the wrong product, return shipping costs are the customer's responsibility and shipments must include tracking.
6. Refund Processing
Once your returned item has been received and inspected, we will email you a confirmation. Refunds are issued within 7 business days of inspection and processed to the original payment method. Processing times may vary depending on your bank or payment provider.
7. Exchanges
To exchange an item, contact our support team. Once your return is approved, you may place a new order for the replacement. Exchange requests follow the same eligibility rules as standard returns.
8. Order Cancellations
Orders may be cancelled at any time before they ship for a full refund. If your order has already shipped, you will need to follow the return process after delivery. Email support@zelayne.com to request a cancellation.
9. Non-Returnable Items
The following items cannot be returned: custom or personalised products, perishable goods, and hygiene or personal care items (unless unopened and unused). We also do not accept returns on sale items or gift cards.
10. Consumer Rights
Nothing in this policy limits your rights under applicable consumer protection law. Customers in the United Kingdom are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which include a 14-day right to cancel most orders. Customers in the European Union have a similar 14-day cooling-off right under EU consumer law. These rights apply in addition to, and are not limited by, the 30-day return policy above.
Restocking Fee
We do not charge a restocking fee on any approved return.
Refund Method
Approved refunds are issued to your original payment method within 7 business days of inspection.
Damaged Goods
If your item arrives damaged or defective, contact us within 48 hours of delivery with photos. We will arrange a free replacement or full refund.
