Return and Refund Policy

Last Updated: November, 2023

Please review the following policies carefully:

Returns
If you are not satisfied with your purchase for any reason, you may request a return within 30 days of receiving your order.
Eligibility for Returns
To be eligible for a return, the following conditions must be met:

The item must be unused and in the same condition as you received it.
It must be in the original packaging.
You must have a valid proof of purchase, such as your order number or receipt.
ALL DISPUTES SHALL BE OPENED ON ZEDA BAY. We offer a quicker dispute solution and would appreciate it if you provide:
Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
The products need to be returned to us after our Dispute Team asks for a return in Disputes.
Except for the important interpretation, we will make a refund, resend, or accept the return for any of the following cases:

3. Orders Delayed
Orders lack tracking information, are in transit, on pending, and expired 60 days after orders departed from the warehouse. The following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders depart from the warehouse.

b. For Brazil, it is 110 days from the date that the order departed from the warehouse due to the strict customs clearance in Brazil.

c. For CJPacket Liquid Line to all counties, we will deal with your dispute for delayed orders after 100 days counting from the date that order departed from the warehouse.

d. For some special shipping methods, we cannot deal with your disputes. (See the following important interpretation)

Sometimes, the order had arrived at the nearest post office to the buyer and made pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, we will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.

4. Orders not Received.

We will not deal with the refund or resend if the tracking information shows the order has been delivered.

A. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
B. Tracking information alert. The tracking information shows Alert, the reasons are listed below:

a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.

5. Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, we take no responsibility if products have been lost.

b. If the logistics company provides return service to China, we will put the products in your private inventory and will not refund them when we receive the returned items.

c. We cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

6. Products Damaged
We offer a full refund or a replacement if packages arrived are badly damaged.
We offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary, electronic products, You shall complain or open a dispute within 25 days after packages are delivered.6.Incorrect or Missing Products
We have a strict quality control process before products are dispatched. CJ will deal with incorrect or missing products as follows:

a. We offers a full refund or replacement for incorrect products,
b. For products with wrong color, size which doesn’t affect product function, etc., we offers a refund or resend if you can provide your name, content and date.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, We will resend the accessories.

Notes:
For size problem, We will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

6. Orders Cancellation
We offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, pre-inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as we has planned and prepared for you after payment.

7. Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable

8. Majeure Force
We takes no responsibility for any product damaged or shipping delay caused by the Actions of Mother Nature including but not limited: epidemic outbreak， international situation, strikes, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, we will notify you by email.

9. Unacceptable Disputes.
We shall not accept any unreasonable disputes, including but not limited to:
a. You do not like it.
b. The product description is not real.
c. The Products smell unusual.
d. You ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. The Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

10. Shipping costs for returns are the responsibility of the customer unless the return is due to a mistake on our part or a defective item.

Our contact email: services@zadabay.com