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RETURNS & EXCHANGES1
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SHIPPING & DELIVERY RETURNS & EXCHANGES ABOUT/ CARE FAQ'S
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your order delivery, we can’t offer you a full refund or exchange.
 
To be eligible for a return, your jacket must be unused, undamaged, and in the same condition as when you received it (with no signs of wear, stains, or alterations). It must also be in the original packaging, with all tags and accessories (e.g., extra buttons, hangtags) intact.

 

Non-returnable Items
The following items cannot be returned:
  • Custom-made jackets (including those with personalized embroidery, prints, or size tailoring).
  • Jackets that have been worn, washed, or show obvious signs of use (e.g., wrinkles from wear, odor, or damaged fabric).
  • Gift cards (if applicable to our brand).
Proof of Purchase & Return Process
To complete your return, we require a receipt or proof of purchase (e.g., order confirmation email, invoice).
Please do not send your jacket back to the manufacturer directly. Contact our customer support first to get the correct return address and authorization.
Partial Refunds
Partial refunds may be granted in the following situations:
    • Jackets with minor signs of use (e.g., slight wrinkling that can be restored, one missing non-essential accessory like a spare button).
    • Jackets not in their original condition due to reasons not caused by our error (e.g., damage during unpacking by the customer, missing parts lost after delivery).
    • Any jacket returned more than 30 days after delivery (a partial refund may be offered at our discretion, minus processing fees).
Once your returned jacket is received and inspected (we will check if it meets our return criteria, such as being unused, undamaged, and in original packaging), we will send you an email to confirm receipt of your return. We will also notify you via email whether your refund has been approved or rejected.
 
If approved, your refund will be processed within 7–14 working days, and the credit will be automatically returned to your original payment method (e.g., credit card, bank transfer).
If you haven’t received your refund within the stated timeframe:
  1. First, check your bank account or payment platform again, as processing times may vary by institution.
  2. Contact your credit card company or payment provider—refunds may take additional time to be officially posted.
  3. If the issue persists after the above steps, please contact our customer support team for assistance.

Only regularly priced jackets are eligible for refunds. Sale or discounted jackets cannot be refunded, unless the item is proven to have manufacturing defects.

We offer exchanges only for non-custom jackets that are defective (e.g., stitching errors, material flaws) or damaged during shipping. To exchange for the same style and size:
  1. Send an email to our customer support team with photos of the defect/damage and your order details.
  2. After confirmation, we will provide the return address ([specific return address]) for you to send back the item.
  3. Once received and verified, we will ship a replacement jacket to you at no extra cost.
To return your jacket, you should contact us.
 
You will be responsible for covering the shipping costs for returning the item. Return shipping costs are non-refundable. If your refund is approved, the return shipping fee will be deducted from your total refund amount.
 
The time it takes for your returned jacket (or exchanged item) to reach us, and for a replacement to be delivered to you, may vary depending on your location.
 
For more expensive jackets, we recommend using a trackable shipping service and purchasing shipping insurance. Please note that we cannot guarantee receipt of returned items that are not sent via trackable methods.

For questions related to refunds, returns, or shipping, please contact us at: sales06@zuoxiner.com

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