Return and Refund Policy

Return and Refund Policy – Zatilo®

At Zatilo®, we want you to feel confident and satisfied with every purchase.

If you are not satisfied with your gardening tools, pruning tools, watering accessories, planting tools, or other garden essentials for any reason, eligible products may be returned within 180 days of receiving your order.

📦 Before Making a Return

Before returning any product, please contact the Zatilo® Customer Service Team for return authorization and instructions.

Please do not send products back without contacting us first.

Our customer service team will provide the appropriate return instructions based on your order and the reason for your return.

📋 Return Conditions

To be eligible for a return, products should generally meet the following requirements:

  • Items must be in their original condition

  • Items must be unused or show no significant signs of use

  • Items must not be intentionally damaged or altered

  • Items should be returned with their original packaging whenever possible

  • All original parts, accessories, connectors, attachments, and components must be included

  • Proof of purchase or valid order information must be provided

Please provide the following information when requesting a return:

  • Your order number

  • Your name

  • Your email address

  • The product being returned

  • Reason for return

Products showing excessive wear, misuse, modification, accidental damage, or damage resulting from improper use may not qualify for a refund.

❌ Order Cancellation

You may request to cancel or modify your order within 12 hours of placing it.

  • If your order has not entered processing or shipment preparation, we will make reasonable efforts to complete your cancellation request.

  • Once an order has been processed, packaged, or prepared for shipment, cancellation may no longer be possible.

  • Orders that have already shipped cannot be canceled and must follow our standard return procedure after delivery.

Please contact Zatilo® Customer Service as soon as possible if you need to cancel or modify your order.

🚚 Return Shipping Costs

If a return is requested for reasons unrelated to a product defect or an error by Zatilo®, the customer is generally responsible for return shipping costs.

Examples include:

  • Changed your mind

  • Ordered the wrong gardening tool

  • Ordered the wrong quantity

  • No longer need the product

  • Personal preference

  • Purchased the wrong size or type

Actual return shipping costs may vary depending on the carrier, package dimensions, weight, and destination.

If the return is caused by an error on our part, such as:

  • Damaged product received

  • Incorrect product shipped

  • Missing parts or accessories

  • Verified manufacturing defect

  • Product received is significantly different from the item ordered

Zatilo® will provide appropriate assistance and, where applicable, cover reasonable return shipping costs.

Please contact us before returning damaged, defective, incomplete, or incorrect products.

📸 Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible after delivery.

To help us resolve your issue efficiently, we may ask you to provide:

  • Your order number

  • Photos of the product

  • Photos showing the damaged or defective area

  • Photos of the packaging

  • Photos of any missing or incorrect components

  • A brief description of the issue

Depending on the circumstances, we may offer:

  • A replacement

  • A refund

  • A partial refund

  • Replacement parts

  • Another appropriate resolution

Please do not dispose of damaged products, components, or packaging until our Customer Service Team has reviewed your request.

💰 Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used during checkout.

Refund Processing Time

Approved refunds are generally processed within:

5–10 business days after approval

Please note that additional processing time may be required by your bank, credit card company, PayPal, or other payment provider.

Zatilo® does not control how long financial institutions take to post completed refunds to customer accounts.

💳 Original Payment Method

Approved refunds will normally be issued to the same payment method used for the original purchase.

Depending on your payment provider, you may receive:

  • A refund confirmation from Zatilo®

  • A notification from your payment provider

  • A refund entry on your bank or credit card statement

If your original payment method is no longer available, please contact our Customer Service Team for assistance.

📦 Return Packaging

Please package returned products carefully to help prevent damage during transportation.

Whenever possible:

  • Use the original product packaging

  • Include protective packing materials

  • Secure sharp gardening tools safely

  • Protect blades, metal components, and accessories

  • Include all original parts and attachments

  • Prevent products from moving freely inside the shipping box

Sharp products such as pruning shears, loppers, hedge shears, and other cutting tools should be securely closed or covered before packaging.

Customers may be responsible for damage resulting from insufficient return packaging.

🔍 Return Tracking

We strongly recommend using a trackable shipping method when returning a product.

Please keep your:

  • Shipping receipt

  • Return tracking number

  • Courier confirmation

until your return and refund have been fully completed.

Zatilo® cannot guarantee refunds for returned packages that cannot be located or verified through valid tracking information.

🚫 Non-Returnable Items

Certain products may not be eligible for return, including:

  • Products showing excessive signs of use

  • Items intentionally damaged or altered

  • Products damaged through misuse or improper operation

  • Items missing significant components or accessories

  • Products returned without sufficient order information

  • Products damaged due to improper storage or maintenance

  • Items showing abnormal wear caused by use outside their intended purpose

  • Final-sale items where clearly identified before purchase

Any rights provided under applicable consumer protection laws will continue to apply.

🛠️ Normal Wear and Product Maintenance

Gardening tools are designed for regular outdoor use and may naturally develop minor cosmetic signs of wear over time.

Normal wear may include:

  • Minor scratches

  • Surface marks

  • Light discoloration

  • Blade wear from regular cutting

  • Soil or water marks

  • Minor finish changes from outdoor use

Normal wear resulting from ordinary use is generally not considered a manufacturing defect.

To help extend the life of your Zatilo® gardening tools, we recommend cleaning and drying tools after use and storing them in a dry location.

⚠️ Important Notes

  • Contact Zatilo® before sending any return.

  • Returns must be requested within 180 days of receiving your order.

  • Keep your return tracking information until your refund has been completed.

  • Returned products must be packaged securely.

  • Refunds are subject to inspection and approval.

  • Original shipping fees may be non-refundable unless the return results from an error by Zatilo®.

  • Customer-initiated return shipping costs are generally the customer's responsibility.

  • Products should be returned with all included accessories, attachments, and components.

  • Cutting tools should be securely closed or protected before shipping.

🌿 Customer Support

If you have questions regarding returns, refunds, damaged products, missing components, or your order, please contact the Zatilo® Customer Service Team through the contact information provided on our website.

Customer Service Hours: PDT 9 AM – 6 PM

Our team is happy to assist with return instructions, refund questions, product concerns, and other order-related inquiries.

Thank you for choosing Zatilo® — practical gardening tools designed to make planting, pruning, watering, and everyday garden care easier.