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Refund Policy
If you are not satisfied with your purchase, you can initiate a return within 30 days of receiving the item. However, if there are no quality issues, return or exchange shipping costs will be borne by you. For general returns, you must retain the original packaging. Returned items must meet the following conditions:
Item is brand new and unused
Not installed or disassembled
No missing parts
Includes original tags and packaging
Please note that the 30-day return policy is based on the delivery date shown on the carrier's website for each individual item, not the entire order. If the delivery date of an item exceeds 30 days when you initiate the return, we will not accept the return.
Items that cannot be returned:
Clearance items
Custom items
Items not listed on our website
Items marked as "Non-Returnable" on the product page
Assembled or disassembled products
Items without original packaging or with severely damaged packaging
Please be aware that any unauthorized returns will not qualify for a refund and will be rejected upon delivery to our returns center.
What You Need to Know Before Starting a Return:
Please do not discard the original packaging or wrapping materials from the item(s) you received.
The item(s) must be repackaged in the same manner as they were originally received to meet the carrier’s requirements. For large items, you will need to arrange for a pallet.
You must provide at least one full-view picture of the product, the outer box, and a picture of the internal packaging so we can assess its condition and determine return eligibility.
You are responsible for return shipping costs if there are no quality issues involved.
Quality Issues or Damaged Products:
If you receive a defective, incorrect, or incomplete product, please contact us immediately. To expedite the process, email us with your order number, contact information, and photos of the damage. Please retain all products and packaging until your claim is resolved.
If the replacement product is out of stock or needs to be backordered, we will notify you of the estimated arrival date or offer a suitable replacement.
Please note that we do not cover repair fees if unauthorized repair services are hired.
How to Return an Item:
Email us as instructed.
Our customer service team will assess your request.
We will email you a return label and details about the return shipping costs.
Return the product in its original condition to our site.
Once the returned item is received, we will inspect it and process your refund.
Please do not return items without obtaining return authorization. Do not send items back to the website or shipping address on the label, as this is not the correct return address.
Refunds will be processed once we receive the returned item. Typically, refunds take 5-7 business days to process, but it may take up to 2 weeks.
Please note that for credit card payments, refunds may take up to one billing cycle to reflect in your account. If you request a chargeback during the return process, it may delay your refund.
We recommend you wait patiently for the return process to complete. If there is an unusual delay, feel free to contact us for assistance.
Before submitting your order, please carefully review the order details to ensure they are correct. After submitting your order, if you need to change or cancel it, check the order status first.
If the order status is "unpaid," you can cancel it yourself.
If the order is paid, the item will typically ship within 1-3 business days.
We accept cancellations for orders that have not been shipped or for out-of-stock items.
In this case, please contact our customer service at canmov@zoy-living.com to cancel your order.
Changes or cancellations cannot be guaranteed until you receive confirmation from customer service.
