Refund policy

ZART 30-Day Return and Exchange Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Return Eligibility:

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returns accepted within 30 days of delivery.
Customer provides return shipping. (See Sections 2 and 3 for details)
No restocking fee.
Final sale items cannot be returned.
Special marked items such as services and customized products cannot be returned.

2. Buyer’s Discretion:

If a buyer returns an item due to personal preference or change of mind, the buyer will be responsible for the return shipping costs.

3. Item Discrepancy:

If the return is due to the item not matching the provided photos, and it is verified by our customer service, the seller will be notified and will be required to cover the return shipping costs.

4. Product Quality Issues:

If the return is due to poor product quality, the seller will be informed, and a warning will be issued. Depending on the severity of the issue, we may either remove the product from our platform or impose additional fees on the seller.

5. Non-Returnable Items:

Items marked as final sale.
Special marked items such as services and customized products.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

6. Refund Conditions:

Refunds will be processed within 7-10 business days upon receipt and inspection of the returned item.
Refunds will be issued to the original payment method used during the purchase. Alternatively, you may choose to convert the refund into ZART store credit or a gift card.
Shipping costs are non-refundable, except in cases of item discrepancy or product quality issues where the seller is at fault.

7. Return Process:

Contact our customer service team at return@zartusa.com to initiate a return. Please provide your order number and reason for return.
You will receive a return authorization and instructions on how to send your item back, which may include a return shipping label based on the return conditions mentioned earlier.
Pack the item securely in its original packaging, if possible, and include the return authorization slip.
Ship the item to the return address provided in the return instructions.

8. Damages, Issues, and Lost Packages:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
ZART provides shipping insurance services, such as Route. If you purchased this service, ZART will assist you in filing a claim to obtain compensation and place a new order for you. If you did not choose the insurance service, ZART and its sellers are not responsible for lost packages. You may attempt to contact the shipping company, but:
- If it is a ZART-shipped product (such as ZART Original, ZART Select), you can contact our customer service, and we will make every effort to provide compensation.
- If it is a product from a ZART seller, we can assist you in negotiating a compensation plan with the seller.

9. Design and Special Considerations:

Items must be returned in their original condition and packaging, including any accessories, manuals, and documentation.
Items that are damaged or used beyond what is necessary to inspect them (e.g., candles that have been lit, tools with usage marks) will not be eligible for a full refund.

10. Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

11. European Union 14-Day Cooling Off Period:

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

12. Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at return@zartusa.com.