Return and Refund Policy
Thanks for choosing Zesrek! We want your shopping experience to be seamless from the moment you place an order until it arrives at your doorstep. If something goes wrong or your package doesn’t match expectations, our team is ready to step in and resolve it promptly.
1. 30-Day Policy Window
You have up to 30 days starting from the confirmed date of delivery to report an issue and request a return, exchange, or refund.
2. Damaged or Faulty Items
If your package arrives damaged or any product is defective out of the box, we will make it right immediately. You can choose between a complete refund or a free replacement sent out at zero extra charge.
3. Incorrect Orders
If you receive an item that does not match what you ordered—such as an incorrect model, size, color variation, or a mix-up in product specs—we will issue a full refund or ship the correct replacement at no cost to you.
4. Accidental Orders & Address Updates
If you notice an error in your order details or purchased an item by mistake, please email us right away at hello@Zesrek.com. We are happy to modify or cancel orders that have not yet entered the dispatch stage. Once a parcel has left our fulfilment centre, however, we are unable to intercept or modify it, and we cannot issue refunds or accept returns for accidental orders after dispatch.
5. Change of Mind
We stand firmly behind our goods whenever an item arrives broken, defective, or incorrect. However, we do not support returns or refunds for simple change-of-mind decisions. Because Zesrek covers all shipping costs to offer free worldwide delivery on every order, our policy requires a valid defect or order error to authorize a claim.
6. European Union Right of Withdrawal
Customers based within the European Union hold the legal right to cancel their purchase within 30 days of receiving their parcel.
How to withdraw: Send an email to hello@Zesrek.com with your order number and a brief note stating that you wish to exercise your right of withdrawal.
Prior to dispatch: If your order has not yet shipped, EU buyers may request an immediate cancellation by emailing our team.
Refund timing: Following a verified withdrawal notification, your refund will be processed within 14 days. We manage return shipping at no expense to you and will arrange a pickup directly from your address.
7. How to Submit a Claim
To begin a claim, send an email to hello@Zesrek.com including clear photos or a short video clip highlighting the defect or package issue, along with your order number. Our support team inspects claims within 24 to 48 hours and will reply with instructions regarding your replacement or reimbursement.
8. How Refunds Are Issued
All reimbursements are issued directly back to your original payment method via Shopify Payments. Once released by our team, funds typically post to your account within 2 to 10 business days depending on your bank or payment provider. If your statement has not reflected the amount after 10 business days, contact us at hello@Zesrek.com so we can follow up for you.
9. Return Shipping & Logistics
Because we operate from multiple fulfilment locations, our support team will evaluate your item to determine if a physical return is necessary. When a return is required, you will never encounter surprise restocking or handling fees. For faulty or mistaken goods, we coordinate courier pickups (via services like packagesender.com) directly from your door so you never have to worry about complicated return post.
Have an inquiry or need assistance with an existing order? Get in touch with our team at hello@Zesrek.com. We appreciate your trust in Zesrek and are here to help!