Return & Refund Policy

At ZOWALA, we prioritize quality and customer satisfaction. Each product is quality checked before shipping. However, we understand that sometimes a return or exchange may be necessary. For issues not mentioned, please email service@shopzowala.com  with a description and photos.

Cancellation Policy

Before payment:
● Log in to your account and go to "My Orders".
● Select the order number you want to cancel.
● Click "Cancel this order" and confirm.

After payment:

● Orders cancelled before shipping will be fully refunded. Please note that if the order is cancelled due to a change of mind more than 24 hours after placing the order, a 3% handling fee will be deducted from the refund.
● After shipping, the order cannot be cancelled.
● After cancellation, the refund will be processed within 1-7 business days, depending on your bank's processing time. A notification email will be sent after the refund is processed.

Return Policy

Preliminary Inspection:
Please inspect the item upon receipt to ensure that it matches the order. For returns or exchanges, items must be in original condition, unused, undamaged and in original packaging.

Damaged on arrival (DOA) items:

● Please contact us within 7 days of receipt.
● Put all accessories in the return package.
● If accessories are missing, you may be charged.

30-day conditional returns:

● If the item has no quality or appearance defects, but you are not satisfied, we will provide a partial refund (minus shipping costs).
● If the item is damaged or unusable. Please contact our customer service at service@shopzowala.com . The responsible party bears the shipping costs.

After 30 days:

No refunds or exchanges are accepted within 30 days of delivery. Please contact customer service for more information.

Defective, damaged, mis-shipped or missing items:
● Eligible for a partial or full refund or free replacement.
● For damaged items, please provide photos or videos to illustrate the problem.
● For missing items, we will re-ship or refund if we have stock.

Returning Defective Items:

Please contact us for the return address and instructions. ZOWALA is not responsible for returns without prior notice.

Important Reminders:

● Keep all packaging materials and shipping notes.
● Send tracking number and shipping receipt after mailing the product.
● Refund will be issued to the original payment method.
● You may refuse to sign for broken or damaged packages.
● Do not choose express delivery services to avoid high import duties.
● Include a note in the return package with your order number, product ID or name and quantity, and a brief description of the problem.

Note:

● Our customer service will provide the return address after approval.
● Send the item back immediately and provide tracking number.
● Items must be unused, undamaged and in original packaging. We will inspect the item upon return.
● Refund will be processed after the problem is confirmed.
● We reserve the right to refuse refunds for unapproved or unacceptable returns.
● If you have any questions about our return and refund policy, please contact us at service@shopzowala.com .