↩️ Zephyrease Refund & Return Policy

OVERVIEW: Our Commitment to Satisfaction and Transparency

At Zephyrease Care, our mission is to place the consumer experience above all else. We genuinely hope every customer finds comfort and satisfaction in our incontinence care products.

To provide you with clear communication and easy reference, here is the Return Policy that applies to your purchases.

1. Standard Return Policy

Customers are typically permitted to return eligible items within 14 days of receipt. This policy aligns with UK and EU consumer distance selling regulations.

2. Non-Returnable Items 

Due to strict health and safety regulations concerning personal care products, and to protect the well-being of all customers:

  • Opened Items: Products such as diapers and protective underwear cannot be returned once the outer packaging or inner hygienic seal is opened, removed, or if the product has been used or tried on.

  • Condition: We can only accept returns for items that are unused, unworn, and remain in their original, sealed, and resaleable packaging.

3. Return Conditions and Exceptions 

  • General Condition: Items must be returned with the original packaging intact, and all original tags and accessories included.

  • Quality Issues/Shipping Damage: If you receive goods that are damaged, defective, or incorrect due to our error, we will gladly provide a full refund or replacement.

  • Return Channel Note (Non-EU Orders): We currently do not have a dedicated return channel for non-EU shipments. For any returns from the UK or Germany, if the return is approved, customers wishing to return goods must pre-pay any necessary import duties and fees incurred for the return shipment back to our designated warehouse. Our warehouse is unable to assist with customs clearance for return imports.

4. How to Initiate a Return 

To start a return, simply email us at support@zephyreasecare.com with the following information:

  1. Your Order ID.

  2. A brief explanation of the reason for the return.

  3. For damaged or incorrect items: Attach clear photographs of the product and/or the packaging damage.

Please note that items returned without prior authorization (a Return Authorization Number) will not be accepted.

5. Return Shipping Fees 

Return Reason  Shipping Fee Responsibility  Detail 
Customer Error (e.g., Change of mind, wrong size ordered) Customer is Responsible The customer should cover the return shipping cost. The specific fee will be based on the courier service you choose.
Zephyrease Care Error (e.g., Damaged, defective, or incorrect item received) Zephyrease Care is Responsible The customer is not required to bear the shipping fee for this reason. We will provide a pre-paid return label.

6. Refunds Process and Currency Risk

Refunds will be issued after the returned item has been received and inspected, and it meets the criteria outlined in Section 2 (Non-Returnable Items).

  • Timeline: Approved refunds will be processed and credited back to your original payment method, usually within 7 business days after the returned item passes inspection.

  • Currency Conversion Risk: All refunds are processed in Great British Pounds (£ GBP), which is the default currency of our site. Due to fluctuations in currency exchange rates, we cannot guarantee that the refunded amount in your local currency (e.g., EUR) will exactly match the amount originally paid. We are not liable for any bank fees or exchange rate losses incurred during the refund process.

Contact Information 

For any questions or support regarding returns, exchanges, or order cancellations, feel free to contact us at support@zephyreasecare.com. Our team at Hunan Kunchi Technology Co., Ltd. trading as Zephyrease Care is here to help!