Refund policy

At Zezau, we are committed to providing quality products and a smooth shopping experience for our customers across Canada. This Return & Refund Policy explains the conditions, procedures, and timelines related to returns, cancellations, and refunds.

By placing an order with Zezau, you agree to the terms outlined below.

30-Day Return Period

Customers may request a return within 30 days of receiving their order. Before returning any item, customers must contact our support team and receive return authorization. Returns sent without approval may be refused.

Cancellation Period

Orders may be canceled within 12 hours of being placed for a full refund. After this period, orders may already be in processing or shipment preparation and may no longer be eligible for cancellation.

If an order has already shipped, customers must follow the standard return procedure outlined in this policy.

To request a cancellation, please contact us as soon as possible at support@zezau.com and include your order number.

Return Eligibility

To qualify for a return, items must be unused, in original condition, and include all original packaging, accessories, manuals, and included components.

Products must not show visible signs of wear, damage, stains, odors, or alterations. Products requiring assembly must be returned disassembled.

Exchanges

We currently do not offer exchanges. If you would like a different item, please place a new order and submit a return request for the original item if eligible.

Return Shipping

Returns are accepted for both defective and non-defective products.

Approved returns include a downloadable prepaid return shipping label at no additional cost to the customer. Returns must be sent by mail using the instructions provided by our support team.

Restocking Fee

Certain approved returns may incur a 20% restocking fee to cover inspection, repackaging, and handling costs.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and include clear photos of the issue. Our support team will work quickly to resolve the matter.

Refund Processing Timeline

Returned items are inspected after arrival. Approved refunds are processed within 7 business days and issued to the original payment method used during checkout.

Depending on your bank or payment provider, additional processing time may apply before the refund appears in your account.

Shipping & Delivery Disclaimer

Shipping and delivery estimates are provided for informational purposes only and may vary due to weather conditions, carrier delays, peak shipping periods, or other logistics factors outside our control.

Delivery delays do not qualify for additional compensation.

Return Address

Returns are processed through designated return facilities, which may differ from our business mailing address. The correct return address and return instructions will be provided after return approval.

International Orders

Zezau primarily serves customers within Canada. Shipping to other markets currently is not an option.