Zulnovar accepts returns of eligible products requested within 30 days after recorded delivery. The 30-day window begins on the delivery date, not the purchase date. An approved return is settled with a free replacement or a full refund, whichever you prefer.
Unboxing video requirement
Every return request must be supported by a continuous unboxing video. The recording has to start before the shipping package is opened and run without cuts until the item is fully unwrapped, showing the sealed parcel, the shipping label, and the condition of the item as it comes out. Orders travel a long way from Hong Kong, and this recording is what separates a fault in the product from damage caused in transit. Record the video as you open the parcel so that it is available if you need it.
How to request a return
Email support@zulnovar.com within 30 days of delivery with the order number, the product name, the reason for the return, and the unboxing video. We reply with the decision and, where the item has to come back to us, the return address and a prepaid label. Do not send anything back before you have those instructions, and do not send a return to the public business address.
Return shipping and fees
Zulnovar pays the return shipping. You are never charged to send an item back, and there is no restocking fee. In many cases the item does not need to be shipped back at all, because returning goods to Hong Kong costs more than the item is worth; where that applies we tell you to keep the item and settle the claim anyway.
Replacement or refund
An approved return is settled either with a replacement reshipped at our cost, or with a full refund to the original payment method. Tell us which you would prefer when you write in. Where a replacement is out of stock, was lost in transit, or cannot be delivered, the order is refunded in full.
Refund timing
Approved refunds are issued to the original payment method within 3-5 business days of the return being accepted. Banks and card issuers may need a further 5-10 business days to post the credit to your statement.
Cancellations
Contact support as soon as possible. An order can be cancelled and refunded in full at any time before it is dispatched from the warehouse. After dispatch, the return process above applies.