Returns & Exchanges Policy

Returns & Exchanges Policy Overview

At ZILOFT, we value the quality of every product and your shopping experience. Depending on the applicable return or exchange conditions, eligible products may be returned or exchanged by contacting us at [email protected] within the applicable period, which will not exceed 30 days from the date of delivery. The specific eligibility requirements and applicable time periods are governed by the rules below.

Before requesting a return, please carefully read the full Returns & Exchanges Policy, including products that are not eligible for return or exchange and the applicable limitations.

If a product has a quality issue, is damaged in transit, is incorrect or missing, or has missing parts, please contact our Customer Service team as soon as possible after delivery.

All return requests require valid proof of purchase and prior confirmation from ZILOFT Customer Service.

Eligibility and Scope

This Returns & Exchanges Policy is non-transferable and applies only to the original retail purchaser of products purchased through the ZILOFT website, ZILOFT retail stores, or other ZILOFT-authorized sales channels that expressly state that this policy applies.

This policy applies only to products used in normal household and residential environments. If the product detail page, product manual, or product packaging contains separate warranty terms, the applicable specific warranty terms shall govern.

Custom and Personalized Products

For ZILOFT’s special custom-made products (including products customized in size, color, material, or otherwise personalized at your request), requests to modify order details, cancel, return, or exchange the product must be submitted to ZILOFT within 24 calendar hours upon successful payment.

After this 24-hour window, once production has commenced, custom-made orders cannot be cancelled, modified, returned, or exchanged, except for product quality defects or transit-related damage.

Please carefully verify all relevant information before placing your order and pay particular attention to this time limit.

Return/Exchange Scenarios and Fee Information

1. Damaged on Arrival or Defective Product

What to do after delivery:

• We recommend opening and inspecting the product and its outer packaging while the delivery personnel are present.
• If you discover a product defect or obvious transit damage at the time of delivery, you may choose to accept or refuse delivery, note “Damaged upon arrival” on the carrier’s delivery record, and promptly contact ZILOFT so that we can follow up on the matter.
• If you discover a product defect or transit damage after accepting delivery, please contact ZILOFT promptly after discovering the issue so that we can follow up on the matter.

For a defective product or transit damage, you may submit a request to ZILOFT within 7 days from the date of delivery(Even if beyond the 7-day window, you may still file a warranty claim under our Limited Warranty Policy for manufacturing defects.). Please report the issue by emailing supportingcenter@ziloft.com and include the following:

• Proof of purchase for the order and a brief description of the defect or damage;
• Full-view and close-up photos/videos of the defective or damaged area;

Photos of the product’s outer packaging and clear photos of all labels on the outer packaging.

How ZILOFT will resolve the issue:

• ZILOFT will verify the issue and provide the most appropriate solution based on the nature and severity of the issue.

Cost information:

• If the issue is confirmed to be a product quality issue or transit damage, ZILOFT will cover the reasonable costs related to repair, reshipment, or return incurred in resolving the issue.

2. Incorrect Item, Missing Item, or Missing Parts

What to do after delivery:

• Submit a request to ZILOFT within 7 days from the date of delivery(Even if beyond the 7-day window, you may still file a warranty claim under our Limited Warranty Policy for manufacturing defects.).
• If the product received is incorrect, an item is missing, or parts are missing, please retain the original packaging and report the issue by emailing supportingcenter@ziloft.com . The email should include:
• Proof of purchase for the order and a brief description of the incorrect or missing item/part issue;
• If you received an incorrect product, provide photos of the product, the outer packaging, and clear photos of all labels on the outer packaging;
• If any product/accessory is missing, provide photos of the products/components received, the outer packaging, and clear photos of all labels on the outer packaging;

How ZILOFT will resolve the issue:

• ZILOFT will verify the issue and provide the most appropriate solution.

Cost information:

• If the issue is confirmed to involve an incorrect item, missing item, or missing parts, ZILOFT will cover the reasonable costs related to repair, reshipment, or return incurred in resolving the issue.

3. Change of Mind or Other Personal Reasons

What to do after delivery:

• Submit a request to ZILOFT within 30 days from the date of delivery;

Product condition: To be eligible for return, the returned product must be brand new, unused, unassembled, not disassembled, and unmodified, and must be free of scratches, stains, customer-caused damage, or obvious signs of use. Products with scratches, stains, damage, drilled holes, or any other alterations will not be accepted.

• Completeness: All original labels, hardware, accessories, instructions, and included items must remain complete and undamaged.
• Packaging requirements: The return must include all original packaging and internal protective materials to ensure safe transportation. A $59 USD repackaging fee will be charged for returned products that are missing the original factory packaging;
• Non-returnable/non-exchangeable products: Custom products, products that do not fall within the current scope of eligible returns and exchanges, and products clearly marked “Non-returnable” on the product page are not eligible. Products that have been used, assembled, disassembled, modified, or damaged due to customer-caused reasons are not eligible for returns or exchanges due to personal reasons.
• For eligible products, please retain the original packaging (required for returns) and report the return request by emailing supportingcenter@ziloft.com . The email should include:
• Proof of purchase for the order and a brief explanation of the reason for return;
• Photos of the product, photos of the product in its original packaging before and after the packaging is sealed with clear tape, and clear photos of all labels on the outer packaging;

How ZILOFT will resolve the issue:

• After the product is returned and passes inspection, we will promptly process your refund or exchange.

Fees and deductions you are responsible for:

• For non-quality related returns initiated due to change of mind, a restocking fee equal to 20% of the product’s original purchase price will apply. An additional $59 USD repackaging fee will be applied if the original factory packaging and internal protective materials are not returned with the item.

How to Request a Return or Exchange

1. Contact ZILOFT Customer Service to confirm the return

• Online Customer Service
• Customer Service Email: supportingcenter@ziloft.com

2. Submit materials: Depending on the reason for the return, submit the relevant supporting materials by email to supportingcenter@ziloft.com ;

3. Wait for review: After Customer Service verifies the product’s condition, we will respond within 24 business hours (excluding weekends & US public holidays) and provide:

• The after-sales solution;
• Product packaging requirements;
• The return/exchange process and an explanation of any applicable fees;

4. Please return the product strictly in accordance with the return instructions provided by Customer Service. After the returned product arrives at the designated warehouse, ZILOFT will inspect:

• Whether the product meets the requirements of the Returns & Exchanges Policy above. After ZILOFT completes the inspection and the product passes inspection, the refund will be processed in accordance with this policy. Please monitor your email for notification.

Return Method

The specific return method will be determined by ZILOFT based on the product’s size, weight, location, packaging condition, carrier conditions, and the actual circumstances of the after-sales service request.

After the return request is approved, ZILOFT will provide the customer with specific return instructions, including the applicable return method, pickup arrangements, packaging requirements, and other necessary information.

All shipping costs, product damage, and transportation risks associated with self-initiated shipment without prior written confirmation from ZILOFT shall be the sole responsibility of the customer.

Refund Method and Timing

• Refund method: ZILOFT will initiate the refund within 5-7 business days after receiving and inspecting the returned product, and the applicable amount will be returned to the account associated with the payment method used to place the order.
• Refund posting time: The specific time for the refund to be credited is subject to the customer’s bank or payment institution.

Why Do We Charge a Return Fee?

For returns that are not due to a product quality issue, we charge a partial return fee to cover the costs of processing, inspection, repackaging, and restocking. This allows us to continue providing quality service and fair pricing while ensuring returned products are properly handled.

For returns based on the customer’s personal preference, we will charge a return fee equal to 20% of the product’s original price. If the original packaging is missing, we will also charge a $59 repackaging fee.

For clarity, please refer to the following example of how the refund deductions are calculated:

Effective Date and Revisions

This policy is effective as of 2026-08-25. ZILOFT reserves the right to revise this policy at any time. Any revisions will apply only to orders placed after the revised policy takes effect and will not affect orders placed before the effective date of the revision.

If there is any conflict between this ZILOFT Returns & Exchanges Policy and the marketplace platform’s terms, please contact ZILOFT customer service to confirm applicable rules prior to submitting any return or exchange request.