For products purchased from the Official website of ZELO Taiwan Lishu Commercial Co., Ltd., you can purchase the product within seven (7) days from the date of the product document (according to the logistics document Date) to apply for return/exchange. Please note that only one return/exchange can be made per order. Except for product quality issues, all products are only allowed to be returned/exchanged once under the same document, and can only be exchanged for products of the same style and color.
Please note that we only accept returns/exchanges for products that meet the "Return/Exchange Conditions" and do not fall under the "Not Applicable Return/Exchange Conditions" below.
Return/Exchange with quality issues
For products with quality problems purchased from the Official website of ZELO Taiwan Lishu Commercial Co., Ltd., you can apply for a refund within three (3) months from the date of purchase. /Exchange. We only accept products that meet the "Return/Exchange Conditions" below, and quality issues will be verified by our after-sales service center. Please note:
a. Off-line, loose edges (common on clothing), color difference caused by different monitors (color difference is unavoidable with different monitors), product thickness, running thread, feel and other details cannot be determined. Identified as a quality issue.
b. Return/exchange due to reasons such as style, color, subjective preference, etc. is not a return/exchange of products with quality problems.
c. Damage caused by improper use or cleaning, or damage caused by your own modifications or other human factors is not a quality problem.
d. If the product is clearly marked as defective at the time of purchase (i.e., second-class goods or products with obvious cosmetic defects), such defects will not be regarded as quality problems, and returns/exchanges will not be accepted.
e. When choosing a size, please refer to the size chart and choose the size that suits you. The customer service team can only provide recommendations and cannot be used as a basis for your final purchasing decision. If you return/exchange an item due to size issues, this is not a return/exchange due to product quality issues.
f. Product size specifications should be subject to the actual product.
Return/Exchange Conditions
a. The product is returned/replaced within the return/exchange period;
b. The product is in original condition (e.g., the product is intact, unused, unwashed, or unmodified, there are no stains or makeup on the product), and the resale condition of the product has not been affected;
c. The outer packaging of the product is intact (including plastic bags or packaging boxes. Please do not paste any tape or labels directly on our shoe boxes. Please put the shoe boxes into another box or packaging bag), product accessories, instructions, and hangtags. , 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 same condition they were received. If a gift cannot be returned, we reserve the right to require you to pay the price of the gift according to the price stated by us.
Return/exchange conditions not applicable:
a. Products not sold through the Official website of ZELO Taiwan Lishu Commercial Co., Ltd.;
b. Goods purchased during certain discounts or promotions that specifically indicate that returns/exchanges are not allowed;
c. Customized products with no quality issues;
d. Underwear, socks, swimwear and special or limited edition products without quality problems;
e. When the product has been used, cleaned, processed (for example: modified in size), soiled or damaged, the logo has been cut, and other products are not in resale condition;
f. Lost the electronic invoice or order number issued at the time of purchase;
g. Orders that exceed the return/exchange period;
h. Products that are clearly marked as defective at the time of purchase and then returned/exchanged due to product defects; and other situations where consumers do not have the right to return/exchange based on this policy and applicable laws.
Please note that you can only return/exchange products online for products purchased on the Official website of ZELO Taiwan Lishu Commercial Co., Ltd.. You cannot return/exchange products purchased on the website at ZELO stores and vice versa.
Return/exchange process
Please contact our customer service department for specific return/exchange procedures, which form part of these Terms.
When returning/exchanging a product, please indicate the reason for the return/exchange in the delivery note so that it can be processed promptly. If the delivery note is lost, please prepare a blank piece of paper and fill in your name, order number, product number, quantity and reason. You will also need to indicate the product number, color, size and other information relevant to the returned/exchanged product.
The new exchanged product will be shipped to the delivery address of your original order. 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 you have applied for an exchange for some products in your order, you cannot apply for an exchange for the remaining products in the order until the exchange is completed.
Return/Exchange and Mailing Instructions
Please note that we only accept returns/exchanges via SF Express. Returns/exchanges via regular mail, registered mail and express delivery will not be accepted. If there is no quality problem with the return/exchange, the postage will be borne by you. We recommend that you ensure that your parcel is returned to us safely and ask that you declare the total value of the product to the courier company so that you are fully protected if it is lost or damaged in transit. If you choose not to insure or declare the total value of the returned/replaced product, you will be responsible for any loss or damage to the product during shipping. We are not responsible for any risk of damage or loss of products upon return/exchange.
Refund time
For returned products, once we confirm that they meet the return conditions and requirements and complete the required inspections, we will refund the actual purchase amount within 7-10 working days, however:
a. If the product you returned was purchased together with other products to take advantage of our promotions or offers, we have the right to deduct part of the refund amount;
b. If the product you returned was purchased together with other items to enjoy free shipping, we have the right to deduct the shipping fee from your refund amount.
The time it takes to receive your refund depends on the refund method. The actual time it takes for your 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.