Refund, Resend and Returns Policy

Refund, Resend & Returns Policy 

This Refund, Resend & Returns Policy applies to purchases made through  ZonesClean (“we”, “us”, “our”).

Please read this policy carefully. If you have any issue with your order, contact us first via our Contact page or by email at zonesclean@gmail.com so we can help as quickly as possible.

What we may ask for (to resolve requests faster)

To investigate and resolve your request, we may ask for:

  • Clear photos and/or a short video showing the issue (damage, defect, missing item, wrong item).

  • Your order number and the name/email used at checkout.

  • If applicable, screenshots of any messages from the shipping carrier (delivery status, exceptions, etc.).

1) Damaged or Defective Items

If your item arrives damaged or defective, contact us within 7 days of delivery.

Resolution options (depending on the case):

  • Replacement (resend), or

  • Full refund, or

  • Partial refund (for minor issues that don’t affect function)

Important notes:

  • For fragile items, a refund may be recommended instead of reshipping.

  • Box/packaging damage only (without product damage) may not qualify for a refund, since international shipping can cause external wear.

2) Incorrect or Missing Items

If you received the wrong item or something is missing, contact us within 7 days of delivery.

How we handle it:

  • Wrong item: replacement or refund.

  • Missing parts that don’t affect function: partial refund or resend missing part.

  • Missing parts that do affect function: resend replacement item (or refund when appropriate).

  • Missing accessories: resend accessory.

3) Orders Not Received

If your order has not arrived, first check the tracking status.

If tracking shows “Delivered”

We generally cannot refund or resend an order that is marked as “Delivered” by the carrier.

If you believe it was not actually received, we may request:

  • A non-delivery confirmation from your local post office/carrier (with an official stamp/letterhead), and/or

  • Additional information to help us investigate.

If tracking shows an “Exception / Alert”

Common reasons include:

  • Incorrect/insufficient address

  • Unknown recipient / no such number

  • Refused delivery

  • Not picked up in time

  • No safe delivery location

  • Customs clearance issues

  • Other carrier exceptions

Important: If the carrier attempts delivery and then holds the package for pickup, you may need to collect it from a pickup point/post office. In Israel, deliveries may be routed to self pick-up lockers, and delays can occur if pickup is missed.

4) Shipping Delays

Delivery times can vary due to customs inspections, carrier backlogs, weather events, or other factors outside our control.

If your order is significantly delayed beyond the estimated delivery window, contact us and we will review your case. Depending on the situation, we may offer:

  • A replacement (resend), or

  • A refund (full or partial)

5) Cancellations

You may request a cancellation before your order is processed or shipped.

Once an order is processed/shipped, it usually cannot be cancelled.

Customized / made-to-order items (if applicable):
Orders that are customized (e.g., print-on-demand) cannot be cancelled after payment/production begins.

6) Returns (Free Returns Within 90 Days)

Free returns within 90 days

Not satisfied with your order? You may return it within 90 days after the order was placed.

Free return benefit (label/shipping):

  • The first return on each order is free.

  • This free-return benefit is available up to 5 return requests per month (across all orders). If the monthly limit is reached, return shipping may be the customer’s responsibility.

Return requirements

To be eligible for a return:

  • The return must be requested and approved by our support team first (do not send items back without approval).

  • The item should be returned in good condition, preferably in its original packaging, with all included accessories/components.

  • If an item shows signs of heavy use, damage caused after delivery, or missing essential parts, we may reduce the refund or decline the return (depending on the situation).

How to request a return

Email zonesclean@gmail.com with:

  • Your order number

  • The item(s) you want to return

  • The reason for the return (optional, but helpful)

  • Photos if there is any damage/defect

If approved, we will provide return instructions (and a return label when your return qualifies as the free return for that order and the monthly limit has not been exceeded).

Refunds for returns

  • Refunds are typically issued after the returned item is received and inspected.

  • Original shipping fees (if any were charged) are generally non-refundable unless the return is due to our error (wrong item/defective item), or as required by law.

7) Non-Refundable Situations (Unacceptable Requests)

We may not approve refunds/resends/returns in cases including (but not limited to):

  • The return is requested after 90 days from the order date

  • Address was entered incorrectly at checkout

  • The carrier shows “Delivered” and no valid non-delivery proof is provided

  • Issues or limitations that were clearly disclosed before purchase

  • Delays or damage caused by circumstances outside reasonable control (see Force Majeure below)

  • Items returned without approval, sent to the wrong address, or returned with essential parts missing (may be refused or may require deductions)

8) Force Majeure

We are not responsible for delays or damage caused by events beyond our control, including (but not limited to): customs inspections, strikes, war, natural disasters, severe weather, epidemics/pandemics, or carrier disruptions. We will still do our best to assist you and provide updates.

9) Refund Processing

If a refund is approved:

  • It will be issued to the original payment method.

  • Processing time depends on your payment provider/bank and can take several business days.