At zroca.com, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Please read our Return and Refund Policy carefully before making a purchase.
1. Return Eligibility
You have 30 calendar days from the date you received your item to request a return. To be eligible for a return, your item must meet the following conditions:
- It must be unused, unworn, and in the same condition that you received it.
- It must be in its original packaging with all tags attached.
- You must provide the order number and the reason for the return.
The following items cannot be returned:
- Gift cards
- Downloadable software products
- Intimates or hygiene products (for health/safety reasons)
- Customized or personalized items (unless they arrive defective or damaged)
2. Damaged, Defective, or Incorrect Items
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at [Insert your Support Email, e.g., support@zroca.com]. To help us resolve the issue quickly, please include:
- Your order number
- Photos and/or videos clearly showing the defect or damage
- A description of the issue
If the damage/defect is confirmed by our team, we will arrange a replacement or a full refund at no extra cost to you.
3. How to Start a Return
To initiate a return, please contact us at [Insert Support Email] with the subject line "Return Request - Order #[Your Order Number]".
Our customer support team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and the exact return shipping address.
Do not send your purchase back to the manufacturer's address or the address on the original package unless instructed to do so. Packages sent without an RMA number may not be accepted or processed.
4. Return Shipping Costs
- Change of Mind / Wrong Size: The customer is responsible for paying all return shipping costs. The original shipping cost is non-refundable.
- Our Mistake / Defective Items: If the return is due to our error (e.g., we sent the wrong item or it was defective), we will cover the return shipping costs.
We highly recommend using a trackable shipping service or purchasing shipping insurance for your return. zroca.com is not responsible for items lost or damaged in transit during the return process.
5. Refunds
Once we receive your returned item at our warehouse, we will inspect it and notify you of the status of your refund within 3 to 5 business days.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 to 14 business days, depending on your bank or credit card provider.
Please note:
- The original shipping costs (if any) are non-refundable.
- If you received free shipping on your order but your return brings the original order value below the free shipping threshold, the original shipping fee will be deducted from your refund amount.
6. Exchanges
If you need to exchange an item for a different size or color, the fastest way is to return the original item following the process above. Once the return is accepted, you can make a separate purchase for the new item immediately.
Alternatively, you can contact us at [Insert Support Email], and we will help you process the exchange if the desired item is in stock.
7. Late or Missing Refunds
If you haven’t received a refund yet, please check the following:
- Check your bank account again.
- Contact your credit card company, as it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please contact us at [Insert Support Email].
8. Contact Us
If you have any questions about our Return and Refund Policy, please reach out to us:
- Email: [Insert Support Email, e.g., support@zroca.com
- Website: zroca.com
- Mailing Address: [Insert your business physical address, if applicable]