Refund FAQs

1. Can I cancel the order?
We can cancel the order before shipping. But as for the shipped order, we have to say sorry that we can't cancel the order because we have handed it over to the carrier for transportation, we have no right to stop the shipment in transit.

2. Can I return or exchange a ZEROCHU product?
If you changed your mind about your purchase, it might be returned unopened and unused within 14 days of product reception.
Please note:
- We cannot accept returns or exchanges on items that have been opened.
- Opened pleasure objects may only be returned under warranty ONLY if they are malfunctioning.
- To receive a refund, any bundle or set must be returned in full, with all items unopened.
- Shipping charges will only be refunded in cases where our error caused the return.
- Pre-authorization is required for all returns and exchanges.
If you purchased your product from an alternate ZEROCHU retailer, only defective items might be returned under warranty with a valid proof of purchase. We will not accept unopened returns from an alternate ZEROCHU retailer. To return or exchange an unopened pleasure object, please contact us via phone or email at https://mall.zerochu.com/pages/contact-us.
If you find that the box has been damaged, opened, or its contents are missing upon receipt of your delivery, please ensure that you take a photograph of the damaged packaging, which should be emailed to us. If you are at home during the delivery, write "Damaged/Opened/Missing content" and refuse the package delivered by DHL/USPS. You are having trouble with your ZEROCHU pleasure object and need to take advantage of our warranty; please follow this link for contact us at https://mall.zerochu.com/pages/contact-us.

3. Is your packaging discrete?
Your discretion is essential to us, so we made sure our packages come in plain cardboard without any big letters and logos. However, due to law and various customs regulations, and international inspections, the waybill label must contain written information about the sender, which comes in tiny letters.