Return and Refund Policy – Zatilo®

Effective Date: August 31, 2026

We want customers to understand clearly how returns, damaged items, exchanges, and refunds are handled.

Zatilo® is operated by Xiangyang Jinxinyuan Trading Co., Ltd.

This policy provides a voluntary 30-day return period in addition to any mandatory rights that may apply under applicable consumer law.

1. 30-Day Return Period

Eligible products may be returned within:

30 days after delivery

To request a return, contact us within the 30-day period at:

service@zatilo.com

A return must be approved before the product is sent back.

2. Return Authorization Required

Before returning any item, please contact our Customer Service Team.

Do not send a product back without prior return authorization.

When contacting us, please provide:

• Order number
• Product to be returned
• Reason for return
• Relevant photographs where necessary

We will review the request and provide return instructions where the return is approved.

3. Deadline After Return Approval

Once your return has been approved, you must send the approved return within:

3 days after approval

If an approved return is not shipped within this period, please contact us again before sending it, as the return authorization may need to be reviewed.

4. Eligibility for Non-Quality-Related Returns

For a return based on a change of mind or another reason unrelated to a product defect or an error by Zatilo®, the product must generally be:

• Unused
• Clean
• Complete
• Free from customer-caused damage
• Returned with all included components, parts, attachments, and accessories
• Accompanied by sufficient proof of purchase or order information

Products that do not meet these conditions may not qualify under our voluntary return policy.

This eligibility rule does not restrict mandatory statutory rights that may apply to you.

5. Change-of-Mind Returns

If you return an eligible product because you changed your mind or no longer want the item:

• You are responsible for the return shipping cost.
• The original shipping fee is non-refundable.
• The product must meet the return eligibility requirements above.
• The return must first be authorized.
• The approved return must be sent within 3 days after approval.

We recommend using a trackable return method and keeping your shipping receipt and tracking information until the return has been completed.

6. Damaged, Incorrect, or Missing Items

If your order:

• Arrives damaged
• Contains an incorrect item
• Is missing an item

please contact us within:

7 days after delivery

Email: service@zatilo.com

Please provide:

• Your order number
• Description of the problem
• Photographs or other supporting information where reasonably necessary

If we confirm that the product was damaged, the wrong item was sent, or an item was missing, Zatilo® will bear the applicable processing and handling costs.

Depending on the circumstances, we may provide:

• Replacement
• Exchange
• Refund

You will not be required to bear ordinary return or replacement shipping costs for an approved claim caused by damage, an incorrect shipment, or a missing item attributable to Zatilo®.

Mandatory consumer remedies remain unaffected.

7. Return Address

All returns must first be authorized by Customer Service.

Once approved, unless we give you different instructions for a specific return, the return address is:

Recipient: Xiangyang Jinxinyuan Trading Co., Ltd.

Address:
188 Jiaotong Road, Chenghe Town, Xiangzhou District, Xiangyang City, Hubei Province, China 441113

Postal Code: 441113

Country: China

Telephone: +1 (352) 696-0273

Please do not send products to this address without prior authorization.

Unauthorized returns may be delayed or refused.

8. Return Packaging

Customers must package returned products securely.

Where applicable:

• Protect sharp blades and cutting edges.
• Secure moving components.
• Include all relevant accessories and parts.
• Use packaging suitable for international transportation.
• Keep return tracking information.

We are not responsible for customer-caused damage resulting from inadequate return packaging to the extent permitted by applicable law.

9. Return Shipping Costs

Change of Mind or Other Non-Quality Reason

The customer is responsible for return shipping costs.

The original shipping fee is non-refundable.

Damaged, Incorrect, or Missing Order

Where the claim is approved and the issue is attributable to Zatilo®, Zatilo® bears the applicable handling and return or replacement costs.

Nothing in this section overrides reimbursement obligations imposed by mandatory consumer law.

10. Inspection of Returned Products

After an approved return is received, we will inspect it to determine whether it meets the applicable return conditions.

Inspection may include reviewing:

• Product condition
• Completeness
• Accessories and components
• Customer-caused damage
• Return authorization
• Order information

11. Refund Processing Time

After we receive the returned product, we will generally complete the return inspection and initiate an approved refund within 5–10 business days.

Approved refunds will be issued to the original payment method unless applicable law requires otherwise.

After we initiate the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. That additional processing time is controlled by the payment provider.

12. Original Shipping Charges

For ordinary change-of-mind returns, original shipping charges are non-refundable.

If a return results from a damaged product, incorrect item, missing item, or another issue attributable to Zatilo®, we will handle any shipping-related reimbursement required by the approved remedy or applicable law.

13. Exchanges

Where appropriate, we may offer an exchange for an approved damaged or incorrect item claim.

Availability of an exchange may depend on product stock.

If an exchange is not reasonably available, we may provide another appropriate remedy, such as replacement or refund.

14. Order Cancellation

Customers may request cancellation within 48 hours after placing an order.

Cancellation is not guaranteed after the order has entered:

• Processing
• Packing
• Fulfillment
• Shipping preparation
• Shipment

If an order has already shipped, the customer may need to wait for delivery and use the applicable return procedure.

This provision does not limit statutory cancellation or withdrawal rights that cannot legally be waived.

15. Address Changes

Shipping addresses generally cannot be changed after an order has been placed.

Please confirm your address carefully before checkout.

If you discover an error, contact Customer Service immediately, but we cannot guarantee that an address change will be possible.

16. Mandatory Consumer Rights

This 30-day return policy is a voluntary commercial return policy.

It does not replace, exclude, or limit mandatory rights provided by applicable consumer law.

Depending on where you live, you may have separate statutory rights relating to:

• Cancellation
• Withdrawal
• Defective products
• Non-conforming products
• Misdescribed products
• Repair
• Replacement
• Refund
• Delivery

For consumers in jurisdictions that provide statutory distance-selling or withdrawal rights, including where applicable countries in Europe or the United Kingdom, those statutory rights apply independently of this voluntary policy.

If a condition in this voluntary return policy conflicts with a mandatory consumer right that applies to you, the mandatory legal right will prevail.

17. Contact Us

For returns, damaged items, exchanges, or refunds:

Email: service@zatilo.com
Contact Phone Number: +1 (352) 696-0273
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM PDT

Company: Xiangyang Jinxinyuan Trading Co., Ltd.

Registered Address:
188 Jiaotong Road, Chenghe Town, Xiangzhou District, Xiangyang City, Hubei Province, China 441113