Refund policy

Return Policy

At Zelanoir, we want you to be completely satisfied with your purchase. If something isn’t right, we’ve made our return and exchange process as simple as possible.

Returns & Exchanges

To request a return, refund, or exchange, please contact our Customer Service team first to receive approval.

Important: Returns sent without prior approval may be refused, and the customer may be responsible for any related shipping costs or losses.

Once your return is approved:

  • Items must be unused, unwashed, and unworn.

  • Items must be returned in their original packaging.

  • Please pack your return securely to prevent damage during transit.

  • We recommend using a trackable shipping service. Zelanoir is not responsible for packages that are lost or damaged while being returned. Shipping insurance is recommended.

Processing Time: Returns and exchanges will be processed within 7 days after we receive your return package.

Refund Timing: Approved refunds are issued to the original payment method and may take 5–10 business days to appear, depending on your bank or payment provider.

What to Include in Your Return Request

To help us process your request quickly, please include:

  • Order Number

  • Item Number(s)

  • Quantity of each item

  • Reason for the return or exchange

  • Photos of the item(s), especially if the item is damaged or defective

  • A photo of the shipping label on the package you received

For exchanges, please also provide the item number of the replacement product you would like to receive.

Return & Exchange Window

Zelanoir accepts eligible returns within 30 days of delivery.

The return period begins on the date your order is delivered.

Return & Exchange Conditions

Returned items must be:

  • Unused

  • Unwashed

  • Unworn

  • Undamaged

  • Unaltered

  • In their original packaging

We do not accept returns for items that have been worn, washed, damaged, altered, or otherwise used.

Return Shipping Costs

When Zelanoir Covers Return Shipping

We will cover reasonable return shipping costs when the issue is caused by us, including:

  • The wrong item was shipped

  • The item arrived defective

  • The item was damaged due to our responsibility

  • Another issue is confirmed and approved by our Customer Service team

After reviewing the issue, we may offer a replacement, refund, compensation, or another appropriate solution.

When the Customer Pays Return Shipping

The customer is responsible for return shipping when the return or exchange is due to:

  • Incorrect size selection

  • Change of mind

  • Personal preference

  • Incorrect product choice

In these cases, the item price may be refunded after we receive and inspect the returned item. Original shipping charges are non-refundable.

Cash on Delivery (C.O.D.) returns are not accepted.

Refunds & Exchanges

Approved returns and exchanges will generally be processed within 7 days of receiving the returned package.

Full Refunds

A full refund of the item cost may be provided when an item is confirmed to be defective or damaged due to Zelanoir's responsibility.

Please note: Original shipping fees are non-refundable. Damage caused by the shipping carrier after dispatch or damage caused by the customer is not eligible for a full refund.

Partial Refunds

If a returned item is missing original packaging, parts, accessories, or other included components, Zelanoir may issue a partial refund.

A restocking fee may apply where permitted by applicable law.

Order Cancellation

Orders typically require 3–5 business days to prepare and dispatch.

  • Orders may be cancelled before they are shipped.

  • Once an order has shipped, it cannot be cancelled through the standard cancellation process.

  • If the order has already shipped, you may need to follow the applicable return procedure after delivery.

How to Start a Return

Please contact Zelanoir Customer Service before sending any items back. Do not ship a return to an address without receiving return approval and instructions from our team.

When contacting us, please provide your order number, the item(s) you wish to return, and the reason for your request.

Customer Service Hours: 9:00 AM – 6:00 PM (C.S.T.), Monday–Friday.

Zelanoir reserves the right to review each return individually and determine eligibility in accordance with this policy and applicable consumer protection laws.