Refund policy

Refund & Return Policy

Our Commitment to Customer Satisfaction

At Zocozi, we want every customer to feel confident when shopping with us. We understand that sometimes a purchase may not meet your expectations, and we're committed to making the return and refund process as straightforward and transparent as possible.

This policy explains our return eligibility requirements, refund procedures, cancellation options, and how to contact our customer support team.

Return period: 30 days from the date of delivery.

Cancellation period: You can cancel your order for a full refund within 24 hours of purchase, or at any time before it ships. Once an order has shipped, it can’t be cancelled, but you can return it after delivery under this policy.

Refund method: Approved refunds go back to your original payment method within 7 business days of inspecting your return. Your bank or card provider may take a few extra days to show the credit.

Damaged goods: If your item arrives damaged, defective or incorrect, email support@zocozi.com within 30 days of delivery with your order number and photos. Ideally contact us within 48 hours. We’ll send a free replacement or give a full refund, and you won’t pay any return shipping.

Exchanges: Wrong size? Exchange it within 30 days of delivery. See the Size Guide for measurements.

1. Customer Support & Contact Information

If you have questions about an order, return, refund, or exchange, our customer support team is available to assist you.

Store Name: Zocozi

Website: https://zocozi.com

Business Location: 3964 Rivermark Plaza Unit #2900 Santa Clara, CA, 95054

Email: support@zocozi.com

Phone: +1 (408) 681-8398

Customer Service Hours: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time

We aim to respond to customer inquiries within 1–2 business days, excluding weekends and public holidays.

2. Order Fulfillment & Return Locations

Zocozi is an online retail business based in California, United States. To provide our customers with a diverse selection of products, we work with third-party fulfillment providers, suppliers, and logistics partners.

Depending on the product and its availability, orders may be processed and shipped from domestic or international fulfillment facilities.

Because our shipping partners operate from different locations, the address from which an order is shipped may not be the same as our business location.

Approved returns may need to be sent to a designated return facility. Our customer support team will provide the appropriate return address and shipping instructions after reviewing and approving your request.

Please do not send merchandise to our California business location or any address shown on a shipping label unless our support team has specifically confirmed that it is an authorized return destination.

3. Our 30-Day Return Policy

Zocozi offers a 30-day return period beginning on the date your order is delivered.

If you are not satisfied with your purchase, you may contact us within 30 calendar days of delivery to request a return.

To qualify for a standard return, merchandise must be unused and unworn, with original tags attached, in its original condition and packaging, and with any included accessories.

Customers must also provide proof of purchase, such as an order confirmation email, receipt, or order number.

Items showing signs of use, accidental damage, alteration, or missing components may not qualify for a standard return unless otherwise required by applicable consumer protection laws.

Return requests submitted after the 30-day period may be declined, except where applicable law provides additional rights.

4. How to Request a Return

To begin a return, please contact our customer support team at support@zocozi.com.

Include your order number, the product you would like to return, and a brief explanation of your request.

Our team will review the information and generally respond within 1–2 business days.

If your return is approved, we will provide a Return Authorization along with instructions explaining where and how to send your item.

Approved return packages should be shipped within 7 calendar days after authorization unless our support team provides a different deadline.

Please wait for return instructions before shipping your merchandise. Packages sent without prior authorization may be delayed, refused, or returned to the sender.

5. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

If you receive a defective, damaged, or incorrect item, please notify our customer support team as soon as possible, preferably within 48 hours of delivery.

We may request photographs of the product, packaging, or affected area to help us evaluate the issue.

After reviewing the request, we will arrange an appropriate resolution, which may include a replacement, refund, or other remedy at no additional cost to you where the issue is confirmed or applicable law requires it.

For returns based on personal preference, a change of mind, or an incorrect product selection made by the customer, return shipping costs are generally the customer's responsibility.

We recommend using a trackable shipping service and keeping your shipping receipt until your return has been completed.

Returns go to the return address we send you with your Return Authorization. Please don’t ship your item until you have it. Return postage for change-of-mind returns usually costs about $5–$15 within the US, depending on the item’s size and the carrier you choose.

6. Refund Processing & Payment

Once your return arrives at the designated facility, it will be reviewed to confirm that it meets the applicable return conditions.

After inspection, we will notify you by email regarding the status of your refund.

Approved refunds are generally issued within 7 business days following completion of the return inspection.

Refunds will normally be credited to the original payment method used for the purchase.

Depending on your bank, credit card provider, or payment service, additional time may be required for the refunded amount to appear in your account.

If your refund has been approved but has not appeared after the expected processing period, please contact your payment provider first. You may also reach out to our support team for assistance.

Any refund deadlines required by applicable law will take precedence over the processing estimates described above.

7. Damaged, Defective, or Incorrect Products

We want every Zocozi order to arrive in satisfactory condition.

If your package contains an incorrect product, arrives damaged, or has a manufacturing defect, please contact us promptly at support@zocozi.com.

Include your order number, a description of the problem, and clear photographs when possible.

Our support team will assess the situation and help determine an appropriate solution.

Depending on the circumstances, we may provide a replacement product, arrange a return at our expense, or issue a full refund.

Your statutory rights regarding defective or incorrectly supplied goods remain unaffected by this policy.

8. Product Exchanges

If you would like to exchange an item for a different variation, size, color, or product, please contact our customer support team before returning the original purchase.

Exchanges are subject to product availability and the same eligibility requirements that apply to standard returns.

In some cases, the quickest option may be to return the original item for a refund and place a separate order for the preferred product.

Our team will explain the available options based on your specific request.

9. Order Cancellations

We understand that customers may occasionally need to change or cancel an order.

If you wish to cancel your purchase, please email support@zocozi.com as soon as possible with your order number and cancellation request.

Orders that have not yet been shipped may be canceled for a full refund.

Once an order has been dispatched, cancellation may no longer be possible. In that situation, you may request a return after delivery in accordance with this policy.

Although our standard order processing time is 1–2 business days, some orders may enter fulfillment shortly after purchase. We therefore encourage customers to submit cancellation requests promptly.

10. Items That May Not Be Eligible for Return

Certain products may be excluded from standard change-of-mind returns because of their nature or condition.

Customized or personalized merchandise generally cannot be returned unless it arrives defective, damaged, or incorrectly produced.

For health and hygiene reasons, certain personal-care products and hygiene-sensitive items may only be eligible for return if they remain unopened, unused, and in their original sealed packaging.

Any product-specific return restrictions will be communicated where applicable.

These exclusions do not limit any non-waivable rights customers may have under applicable consumer protection laws.

11. Shipping & Delivery Information

Zocozi works with fulfillment and delivery partners to provide reliable shipping services.

Our standard order processing time is approximately 1–2 business days.

After an order has been processed and dispatched, estimated shipping transit time is generally 2-19 business days.

These timeframes are estimates rather than guaranteed delivery dates. Actual delivery may vary depending on the shipping destination, carrier operations, customs processing, weather conditions, and other circumstances beyond our reasonable control.

For additional information, please review our Shipping Policy.