Refund policy

1. General Policy

Due to the nature of international shipping and personal care products, all sales are final.

Returns, refunds, or replacements are accepted only in the following cases:

  • A verified product quality issue (manufacturing defect, malfunction, or damage on arrival), or
  • A package officially confirmed as lost by the carrier

No other reasons qualify for a return or refund.

 

2. Product Quality Issues (Eligible)

Please inspect your order immediately upon delivery.

If you believe your product has a quality issue, you must contact us within 7 days of delivery at contact@zoonail.com and provide:

  • Clear photos and/or videos showing the issue
  • Your order number and proof of purchase

After verification, we will determine the appropriate resolution, which may include:

  • Replacement
  • Partial refund
  • Full refund

The resolution method is determined at our discretion based on the nature of the issue and product availability.

 

3. Lost Packages (Eligible)

If a shipment is officially confirmed as lost by the carrier, we will offer:

  • A replacement, or
  • A full refund

Packages that are delayed or still in transit are not considered lost.

 

4. Non-Eligible Requests (No Returns / No Refunds)

We do not accept returns or refunds for:

  • Change of mind
  • Customer dissatisfaction without a verified defect
  • Orders placed by mistake
  • Incorrect expectations about the product
  • Delivery delays while the package is in transit
  • Sale items or gift cards

Items returned without prior written approval will not be accepted or refunded.

 

5. Exchanges

We do not offer standard exchanges.
If a replacement is approved under this policy, it will be handled directly by our support team.

 

6. European Union Notice

Nothing in this policy limits mandatory consumer rights under applicable EU law.

However, due to hygiene and personal care considerations, returns are accepted only for defective products or lost shipments, as permitted under applicable consumer protection regulations.

 

7. Refund Processing

If a refund is approved:

  • It will be issued to the original payment method
  • Processing may take up to 10 business days, depending on your bank or card issuer

If more than 15 business days have passed since approval, please contact contact@zoonail.com.

 

8. Chargebacks & Disputes

Customers agree to contact our support team before initiating any chargeback or payment dispute.

Chargebacks are considered invalid if:

  • The order is still in transit
  • The product has been delivered or delivery was attempted
  • No verified product quality issue has been provided
  • The claim is based on dissatisfaction or buyer’s remorse

Invalid chargebacks will be contested using order records, shipment tracking, delivery confirmations, and proof of policy acceptance.

 

9. Checkout Acceptance Clause (Important)

By placing an order, you confirm that you have read, understood, and accepted this Returns & Refunds Policy, including the limitation of refunds to verified quality issues or confirmed lost shipments only.