Returns & Exchanges Policy

At Ziellar Store, we prioritize your satisfaction and want you to be completely happy with your purchase. If you encounter any issues or if something doesn't meet your expectations, please contact us through our chat, email at ziellar.sp@gmail.com, or use our contact form at https://ziellar.com/pages/contact-us, and we will make it right.

1. Defective/Damaged Items
   1.1 Timeframe
Please note the following:
Our policy allows for return/refund requests only within 30 days from the delivery date. If 30 days have passed since the delivery, we regretfully cannot offer a replacement or refund.

   1.2 Eligibility
This includes situations where the item is:
Significantly different from the description or the preview shown to you.
Damaged due to our factory's fault or the carrier's mishandling.
Not what you ordered.
Please note that in cases not mentioned above, we offer a partial refund (excluding the shipping fee). Additionally, please allow for a 20% difference between advertised images and the actual item received, as advertised images may slightly differ in color due to lighting during photography or the monitor's display.

   1.3 How to File a Claim
To file a claim, please send us an email to ziellar.sp@gmail.com, or use our contact form at https://ziellar.com/pages/contact-us. Make sure to include the following information:
- Order number
- Video/photo of the defective product.

If any items are missing, provide images of the received item and the detailed shipping label.

If the item does not function properly (e.g., LED light not working), provide a video clearly demonstrating the issue.

Our support team will review the photos/videos of the defective item you've provided. If eligible, we will resend the product to you at no additional cost. In rare cases where sending a replacement is not feasible, we will reimburse you the full cost of the eligible product, including shipping fees.

2. Lost/Missing Items
Please be aware that our policy allows for return/refund requests only within 30 days. If 30 days have passed since your purchase, we are unable to offer a replacement or refund. If your order has not been updated for more than 10 business days (domestic orders) or 21 business days (international orders), you have the right to request a replacement or refund. To file a claim, please contact us via email at ziellar.sp@gmail.com, or use our contact form at https://ziellar.com/pages/contact-us, and we will make it right.

Note: We generally do not accept refunds or replacements due to customer mistakes such as providing an incorrect or incomplete address. Please verify your address carefully before checking out.

4. Return/Refund Process
The return-replacement process follows the same timeframe as a regular order. For shipping information, please refer to our shipping policy here: https://ziellar.com/pages/shipping-policy

Regarding refunds, you will receive a confirmation once the process is complete. Please allow approximately 3-5 business days for the refunded amount to be credited back to your account, depending on your bank.

By placing an order, you acknowledge and accept all the terms outlined above.