Refund policy

 

RETURN PROCEDURE

Purchased goods may be returned within 14 days from the delivery date. ZouZou Srls refunds the full cost of products returned by the Customer, provided they are accompanied by the return authorization issued by ZouZou Srls. The refund, excluding shipping costs, is credited to the same credit or debit card used for the purchase. To initiate the return procedure, you must send an email to onlinestore@zouzou.it to obtain return authorization. To return an item, wait for the return authorization issued by ZouZou Srls. The email containing the return authorization must be included inside the parcel. ZouZou Srls will send, together with the return authorization, a pre-filled sheet bearing the destination address to be affixed to the parcel. Unauthorized returns will not be accepted. Returns are accepted only if the procedure set out in this paragraph is followed. Products must be returned in their original packaging to ensure they are not damaged during shipping. The cost of shipping the product back must be paid by the Customer. Once the return authorization, pro forma return invoice and UPS shipping document have been received, you may notify ZouZou Srls of your preferred collection date and time. ZouZou Srls will email you the information required to proceed. ZouZou Srls will send an email confirming receipt of the return and initiation of the refund procedure. The refund of the price of returned products (net of shipping costs) will be made within 15 days from the date on which ZouZou Srls received the returned product in the condition specified.

RETURN CONDITIONS

Products to be returned must not have been worn, used or damaged. All tags and security seals must remain intact. Lingerie must be tried on over the Customer’s own underwear. If the garments are wrinkled or altered, the return will not be accepted and they will be sent back to the Customer. Sex toys cannot be returned for any reason. Returns that do not meet all the required conditions will not be accepted. Returns must be addressed to ZouZou Srls - Customer Service – Vicolo della Cancelleria 9° - Rome (Italy). Email: onlinestore@zouzou.it

EXCHANGES

Purchased products may be exchanged only for another similar product in a different size or measurement within 14 days from the delivery date, subject to availability. Exchange requests made after the specified deadline may be accepted solely at the discretion of ZouZou Srls. To request an exchange, you must send an email to onlinestore@zouzou.it. To make an exchange, wait for the exchange authorization issued by ZouZou Srls. Unauthorized exchanges will not be accepted.

DEFECTIVE GOODS

Products received already damaged or exhibiting defects in conformity are considered defective. You may request an exchange of a defective product within 10 days from the delivery date, following the same steps as for Returns/Exchanges. In such cases, ZouZou Srls will replace the defective item with an identical one, if available. The replacement product will be sent to the Customer by courier at no additional shipping cost. If replacement or repair of the product is not possible, ZouZou Srls will issue a refund. The refund, including shipping costs in the case of a product that was defective from the outset, will be credited to the same credit or debit card used by the Customer for payment. Access to and use of this site imply that these General Terms and Conditions and the Privacy Policy have been read, understood and accepted. ZouZou Srls may update the General Terms of Use and Privacy Policy at any time. By using zouzoustore.com, you accept the Terms of Use and Privacy Policy as published on the site.