Return & Refund Policy

Customer Care

Return & Refund Policy

Review the steps for requesting a return, reporting a product problem, and understanding refund processing for Zerqalis™ orders.

1. Contact Us Before Returning

Please contact service@zerqalis.com before sending an item back. Include your order number, the product name, the reason for the request, and photos or other details where they help explain the issue.

Wait for return instructions and confirmation of the correct return destination before mailing anything. The business correspondence address listed on this website may not be the appropriate return address.

2. Return Eligibility and Condition

Return eligibility depends on the product, its condition, the timing of the request, and applicable law. Where a return is accepted, the item may need to be returned with its included components, accessories, and packaging to the extent reasonably possible.

Please avoid modifying or damaging an item while a return request is under review. This policy does not limit any non-waivable rights you may have under applicable consumer law.

3. Damaged, Defective, Missing, or Incorrect Items

If an item arrives damaged, appears defective, is missing components, or differs from the order, contact us promptly. Provide the order number, a clear explanation, and photos or video where practical.

For safety, stop using a product if it shows signs of electrical damage, overheating, unusual smoke, or another condition that could cause harm. Do not attempt repairs that are not described in the product instructions.

4. Return Shipping and Packaging

Once a return is authorized, follow the instructions provided by support and package the product securely. Use a shipping method with tracking when appropriate and retain proof of postage until the matter is resolved.

Responsibility for return shipping costs depends on the reason for the return, the instructions given, and applicable law. Please confirm any specific cost allocation with support before dispatch.

5. Refund Review and Timing

After a returned item or claim is reviewed, we will communicate the outcome and any approved remedy. Where a refund is approved, it will generally be issued to the original payment method where possible.

Processing time can vary according to inspection, the payment provider, and the customer’s bank. A refund may not appear immediately after it is initiated. We will provide relevant information if further steps are required.

6. Exchanges and Alternatives

If you prefer an exchange or replacement, tell us when you contact support. Availability depends on stock, product options, and the circumstances of the request. An exchange or replacement is not confirmed until it has been agreed with our team.

7. Non-Returnable Situations and Legal Rights

Some items or circumstances may be excluded from voluntary returns where permitted by law, including products damaged through misuse or items that cannot be resold for hygiene or safety reasons. Any exclusion is subject to mandatory rights that apply in your location.

Nothing in this policy is intended to remove or reduce consumer rights that cannot lawfully be excluded. If local law provides a longer period or a specific remedy, the applicable legal requirement takes precedence.