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Refund & Exchange policy

Thank you for choosing Zylero.com. Rest assured, all Zylero.com products undergo rigorous testing by our quality inspectors before shipping. If you require after-sales service, please email us at service@zylero.com.

We process returns exclusively in the United States and China. Therefore, returned products must be shipped back to our addresses in the United States or China.

Return Eligibility

You have a 30-day window, starting from the date of product delivery, to initiate a return. Returns requested beyond this period will not be accepted. Please note that products (excluding light bulbs) are covered by a three-year manufacturer warranty.

To qualify for a refund, the returned products must be in their original packaging and in new/unused condition.

Within the first 30 days of receiving your order, if there are any manufacturing defects, you can return any lighting fixture or related product for a 100% refund, including the return shipping cost. (Note: In case of manufacturing defects or shipping damage, please contact us within 48 hours and provide photos and videos for verification.)

If there are no manufacturing defects and you simply change your mind or want a different size, you can still return the product. You will be responsible for the return shipping cost. Pay for the shipping to send it back to us, ensuring the product is sealed in its original package and in resalable condition. Once we receive the product and verify that it is in new/unused condition, we will issue a refund minus our shipping cost.

(Note: If the return is not due to a manufacturing defect, customers are responsible for shipping the product back to us at their own cost, and our shipping cost will be deducted from the refund.)

Non-Returnable Situations

Products that have been installed cannot be returned. Customized products and items purchased during inventory sales (special sales) are also not eligible for return.

Here's an example for reference:

A customer purchases a product worth $500. After receiving the product, they change their mind and want to return it. The customer puts everything back into the original box and ships it back to our warehouse at their own cost ($50). After we verify that the product is in its original condition, we will refund $450 ($500 minus the $50 shipping cost for us to ship the product to the customer initially).

Return Process

We strive to make your return process as simple as possible. Follow these 3 easy steps to return any portion of your order in accordance with our Return Policy:

Step 1: Read the above Return Policy to determine if your order qualifies for a refund/return.

Step 2: Submit a query to service@zylero.com, including your reason for return.

Step 3: We will confirm the refund amount based on your reason for return and the items in your order.

Step 4: We provide the return address and instructions for the shipment label. Failure to follow our instructions will result in the inability to process a refund.

Step 5: Ship the items at your own expense. We do not cover return shipping costs or provide prepaid labels. Print your order confirmation email and include it in the return package.

Step 6: Notify us via email that you have sent the return and provide us with your tracking number.

Step 7: We will process your return within 3-5 business days of receiving your items.

Step 8: If shipped from our factory to your destination, you need to return the package to our factory. If shipped from our warehouse to your destination, you need to return the package to our warehouse. Therefore, we need to provide different return addresses based on your order.

(Note: Refunds will not be issued if products are shipped to any other addresses.)

Packaging

Ensure that all components of returned items are thoroughly sealed in their original packaging, including all original packaging materials.

Shipping

Before shipping, take photos of the inside and outside of the packages as records to show that the products are indeed in their original condition. We strongly suggest purchasing insurance in case the package is damaged during the return process.

For shipping, feel free to use the shipping carrier of your choice. (You must pay for shipping first. If it is a quality-related issue, we will refund you the shipping cost once we confirm the issue.) If you choose Signature Required upon delivery, ensure the shipping agent allows us to sign on the back of the notice so they can redeliver without any issues.

After shipping, take a photo of the receipt along with the tracking number and send it to us at service@zylero.com.

Return Shipping Fee

Consumer-Initiated Returns: If the consumer initiates the return, they are responsible for the associated shipping fee. The specific fee will be determined by the express company chosen by the consumer.

Returns Due to Our Error: If the received goods are damaged or incorrect due to our error, the consumer is not required to bear the shipping fee in this case.

Refund Time

Once we receive and inspect the return, we will issue the refund within 3-5 business days. We will also send you an email confirmation once the return is completed.

The time for the refund to reach you typically depends on your bank's processing speed, usually taking 7-14 business days.

For more accurate information and assistance, we recommend contacting your bank or credit card issuer promptly for details and help. Typically, they can help you check the refund status and provide an estimate of the time it will take for the refund to reach you.

Exchanges

Exchanges will be considered as returns and repurchases. Please note: Customized items are not eligible for exchange.

Additional Information about the Return Policy

  • Items must include their original packaging, including outer boxes when returning.
  • If returned products arrive damaged or used, we will not be able to provide a refund. Therefore, we strongly advise using an insured, traceable shipping method to return items.
  • We must receive returned products before we can issue any refund. If we do not receive the products back for any reason, such as the customer refusing to send the product back or the customer refusing to accept the package, resulting in the shipping agent destroying the package, we will not be able to issue any refund.

Order Cancellation

Customized items are not eligible for cancellation. For non-customized orders, you can cancel for free within 24 hours after placing the order by replying to your order confirmation email. After that, you can still cancel as long as the products have not been shipped out. However, a $50 processing fee will be charged. Once the product is shipped out, the order cannot be canceled.

Contact Information

If you have any questions, problems, or suggestions regarding your order or our website, please do not hesitate to contact us.

We will get back to you as soon as possible.

Email: service@zylero.com

Phone: +1 (337) 414-2389

Business Hours: Mon - Sat 9 AM - 6 PM (GMT-8)