Returns, Refunds & Exchanges Policy

🔁 Returns, Refunds & Exchanges Policy

Last updated: January, 2026

At ZALCEN, we want you to shop with absolute confidence. If you are not fully satisfied with your purchase, we offer a smooth, fair, and customer-friendly return and exchange process — fully aligned with consumer protection regulations in Europe and the UK.

📅 Return & Exchange Window

In accordance with EU and UK regulations, you may request a return or exchange within 14 days of receiving your order. To qualify for a return, items must be:

Unused and unworn (free of perfumes, odors, or stains).
Undamaged (footwear must be tried on clean, carpeted surfaces only).
In their original packaging, including all brand tags and dust bags.

🔁 Seamless Exchanges

We gladly accept exchanges for reasons such as size, color, or product variation — provided the item meets the return conditions listed above.

To initiate: Contact us at contact@zalcen.com

💸 Refund Eligibility

Refunds are available in the following situations:

Change of Mind: You return the item within the 14-day window.
Quality Issues: You receive a damaged, defective, or incorrect item (photo/video evidence required).
Delivery Protection: If your package is lost in transit, we will prioritize a reshipment of the order to ensure you receive your items.

Note: Once we receive and inspect your returned item, your refund will be processed back to your original payment method within 7–10 business days.

🚚 Return Shipping Costs

Customer Responsibility: Return shipping costs are the responsibility of the customer.
Store Error: If the return is due to an error on our part (incorrect or defective product), ZALCEN will cover the logistics or shipping costs.
Initial Fees: Original shipping fees are non-refundable.

📦 Return Conditions & Exclusions

To maintain our quality standards, all returned products must:

Be in new, pristine condition.
Include all original packaging and intact tags.
Personalized Items: Please note that customized or made-to-order items are final sale and cannot be returned unless they arrive defective or damaged.

🔐 Verification Process

If your item is damaged or incorrect, please provide photo or video proof. This helps our quality control team validate your request quickly and offer a fair solution.