🔁 Returns, Refunds & Exchanges Policy

Last updated: July, 2026

At ZALCEN, we want you to shop with confidence. If something isn't right with your order, we aim to make returns and refunds as simple and fair as possible, in line with applicable consumer protection rules.

📅 1. Return & Exchange Window

You may request a return or exchange within 14 days of receiving your order. To be eligible, items should be unused, unworn (free of perfumes, odors, or stains), and in their original packaging with all tags included.

✅ 2. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or you received the wrong product, please contact us within 14 days with a photo or short video. In these cases, we will offer a free replacement or a full refund. Depending on the situation, we may not require the item to be shipped back — our support team will confirm the exact steps for your case.

🔁 3. Exchanges

We gladly accept exchanges for reasons such as size or color, provided the item meets the conditions in Section 1. To start an exchange, contact us at contact@zalcen.com and we'll guide you through the next steps.

💸 4. Change of Mind (Right of Withdrawal)

If you simply change your mind, you have the right to request a return within 14 days of delivery. For these returns, the cost of return shipping is the customer's responsibility, and we'll provide the correct return address for your request. Once the item is received and inspected in its original condition, we'll process your refund.

🔐 5. Refund Processing

Approved refunds are issued to your original payment method, typically within 7–10 business days after approval (for change-of-mind returns, after we receive and inspect the item). Original shipping fees, where charged, are non-refundable except where the return is due to our error.

📦 6. Exclusions

Customized or made-to-order items are final sale and cannot be returned unless they arrive defective or damaged.

📧 7. How to Start a Return

Email our support team with your order number and the reason for your request: contact@zalcen.com. We'll respond promptly with clear instructions tailored to your situation.