Refund policy

Return & Refund Policy

Last updated: October 6, 2026

At ZUY, we want you to feel confident when shopping with us.

We offer free returns and free exchanges within 30 days of delivery for eligible items.

30-Day Return & Exchange Window

You may request a return or exchange within 30 days after the carrier marks your order as delivered.

Return or exchange requests submitted after this period may not be accepted unless otherwise required by applicable law.

Return & Exchange Eligibility

To qualify for a return or exchange, an item must be:

  • Unworn

  • Unwashed

  • Unused

  • In its original condition

  • Returned with original tags attached

  • Returned with any original hygienic liner or protective packaging intact, where applicable

Items may be denied if they show signs of:

  • Wear

  • Washing

  • Odors

  • Stains

  • Pet hair

  • Alteration

  • Damage caused after delivery

  • Other conditions inconsistent with an unused and resalable item

Proof of purchase from www.zuyshop.com is required.

Non-Returnable Items

The following items are not returnable or exchangeable unless they arrive damaged, defective, or incorrect:

  • Gift cards

  • Items clearly marked Final Sale before purchase

  • Any hygiene-sensitive product identified as non-returnable on its product page before purchase

Sale-priced items remain eligible for return or exchange unless they are clearly identified as Final Sale.

Nothing in this policy limits any rights that cannot legally be excluded.

How to Start a Return or Exchange

To request a return or exchange:

  1. Email support@zuyshop.com within 30 days of delivery.

  2. Include your order number.

  3. Identify the item or items you would like to return or exchange.

  4. Provide the reason for the return or exchange.

  5. Wait for return authorization and shipping instructions from ZUY.

  6. Ship the approved return according to the instructions provided.

Please do not send a return to our business address or to an address printed on the original shipping package unless ZUY has specifically authorized that address for your return.

Once your return or exchange has been authorized, please ship the package within 7 days using the instructions provided.

Please keep your return receipt and tracking information until your refund or exchange has been completed.

Free Return Shipping

ZUY provides free return shipping for eligible returns and exchanges requested within 30 days of delivery.

When a return is approved, ZUY will provide return shipping instructions and, where applicable, a prepaid return shipping label.

You will not be charged a return shipping fee for an eligible return or exchange.

Exchanges

ZUY offers free exchanges within 30 days of delivery for eligible items.

Exchanges may be requested for an available:

  • Size

  • Color

  • Other eligible product variant

Exchanges are subject to product availability.

If the requested replacement item is unavailable, we will contact you regarding an alternative solution or issue an eligible refund.

ZUY will cover the shipping cost associated with an approved exchange.

Refunds

After we receive your authorized return, we will inspect the item to determine whether it meets the return requirements.

If your return is approved, we will issue the refund to the original payment method within 5 business days.

Your bank, credit card issuer, or payment provider may require additional time to post the refund to your account.

Because ZUY offers free standard shipping on eligible orders, there is no standard shipping fee to deduct from an eligible refund.

ZUY does not issue cash refunds for purchases originally made by credit card, debit card, or digital wallet.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact support@zuyshop.com within 7 days of delivery.

Please include:

  • Order number

  • Description of the issue

  • Clear photos of the item

  • Photos of the packaging

  • Photo of the shipping label

If ZUY confirms that the item arrived damaged, defective, or incorrect, we will provide an appropriate replacement or refund.

When a return is required, ZUY will provide free return shipping for confirmed damaged, defective, or incorrect items.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@zuyshop.com.

We will make reasonable efforts to accommodate cancellation requests before fulfillment begins, but cancellation cannot be guaranteed once an order has entered processing or fulfillment.

If an order has already shipped, the return terms in this policy will apply.

Return Address

Authorized returns should be sent to:

ZUY Returns
17940 Ajax Cir
City of Industry, CA 91748
United States

Please do not send returns to this address until your return has been authorized by ZUY.

Contact Us

For questions about returns, exchanges, or refunds:

ZUY
Xiamen Ximengtong Technology Co., Ltd.
Email: support@zuyshop.com
Phone: +86 177 5879 6595
Support Hours: Monday–Friday, 9:00 a.m.–6:00 p.m. PT
Business Address: Room 517, No. 31 Pingshan Nanli, Haicang District, Xiamen City, Fujian Province, China