Return/Exchange Policy

For products purchased on the official website of ZELO Taiwan Lilu Commercial Co., Ltd., you can apply for returns/exchanges within seven (7) days from the date on the product invoice (according to the date on the logistics document). Please note that each order can only be returned/exchanged once. Except for product quality issues, all products under the same invoice are only allowed one return/exchange in total, and can only be exchanged for the same style and color of the product. Please note that we only accept returns/exchanges of products that meet the "Return/Exchange Conditions" and do not fall under the following "Non-Applicable Return/Exchange Conditions." Returns/Exchanges for Quality Issues For products purchased on the official website of ZELO Taiwan Lilu Commercial Co., Ltd. that have quality issues, you can apply for returns/exchanges within three (3) months from the date of purchase. We only accept products that meet the following "Return/Exchange Conditions," and the quality issues will be verified by our after-sales service center. Please note: a. Loose threads, open edges (common on clothing), color differences caused by different monitors (color differences are unavoidable on different monitors), product thickness, running threads, texture, and other details cannot be identified as quality issues. b. Returns/exchanges due to style, color, or subjective preferences are not considered returns/exchanges for products with quality issues. c. Damage caused by improper use or cleaning, or damage caused by your own modifications or other human factors, is not considered a quality issue. d. If the product is clearly marked as defective at the time of purchase (i.e., second-grade goods or products with obvious appearance defects), such defects will not be considered quality issues and returns/exchanges will not be accepted. e. When choosing a size, please refer to the size chart and select the size that fits you. The customer service team can only provide suggestions and cannot be the basis for your final purchase decision. Returns/exchanges due to size issues are not considered returns/exchanges for product quality issues. f. The product's size specifications should be based on the actual product. Return/Exchange Conditions a. The product is returned/exchanged within the return/exchange period; b. The product is in its original condition (e.g., the product remains intact, unused, unwashed, or unmodified, with no stains or cosmetics on the product), and the resale condition of the product is not affected; c. The product packaging is intact (including plastic bags or boxes; please do not stick any tape or labels directly on our shoe boxes; please place the shoe box inside another box or packaging bag), and product accessories, manuals, hang tags, labels, etc., should be retained; d. If the product/package contains additional gifts (shopping gifts), please return the gifts together. Gifts need to be kept in the condition received. If the gifts cannot be returned, we have the right to require you to pay the gift price according to the price we have marked for the gifts. Non-Applicable Return/Exchange Conditions: a. Products not sold through the ZELO Taiwan Lilu Commercial Co., Ltd. official website; b. Goods purchased in certain discount or promotional activities explicitly stated as non-returnable/non-exchangeable; c. Customized products without quality issues; d. Underwear, socks, swimwear, and special edition or limited edition products without quality issues; e. Products that have been used, washed, processed (e.g., size modifications), soiled or damaged, with labels cut off, and other goods not in resale condition; f. Lost electronic invoices or order numbers issued at the time of purchase; g. Orders beyond the return/exchange period; h. Products clearly marked as defective at the time of purchase, then returned/exchanged due to product defects; and other situations where consumers have no right to return/exchange according to this policy and applicable laws. Please note that you can only apply for online returns/exchanges for products purchased on the ZELO Taiwan Lilu Commercial Co., Ltd. official website. You cannot return/exchange products purchased on the website at ZELO physical stores, and vice versa. Return/Exchange Process Please contact our customer service department to learn about the specific return/exchange procedures, which form part of these terms. When returning/exchanging products, please indicate the reason for the return/exchange on the delivery note for timely processing. If the delivery note is lost, please prepare a blank sheet of paper and fill in your name, order number, product number, quantity, and reason. You also need to specify the product number, color, size, and other information related to the returned/exchanged product. The new product for exchange will be sent to the original order's delivery address. If you need to change the delivery address, please contact the customer service department when submitting the exchange application. If you apply for an exchange, you cannot apply for a return before the exchange is completed; if some products in your order have applied for an exchange, the remaining products in the order cannot apply for an exchange before the exchange is completed. Return/Exchange and Mailing Instructions Please note that we only accept returns/exchanges via SF Express. Returns/exchanges sent by regular mail, registered mail, or other couriers will not be accepted. For returns/exchanges without quality issues, postage will be borne by you. We recommend that you ensure your package is safely returned to us and ask the courier company to declare the total value of the products so that you are fully protected in case of loss or damage during transportation. If you choose not to insure or declare the total value of the returned/exchanged products, you will be responsible for any loss or damage to the products during transportation. We are not responsible for any risk of damage or loss of products during returns/exchanges. Refund Time For returned products, once we confirm that they meet the return conditions and requirements and complete the necessary inspection, we will refund the actual purchase amount within 7-10 working days, but: a. If the returned product was purchased together with other products to enjoy our promotions or discounts, we have the right to deduct part of the refund amount; b. If the returned product was purchased together with other goods to enjoy free shipping, we have the right to deduct the shipping fee from your refund amount. The time to receive the refund depends on the different refund methods. The actual time for the refund to reach your account depends on the operations of different banks or payment platforms. It may take up to 10-15 working days. If the return does not meet the return conditions or requirements, we will contact you and return the product to you at your expense.