Refund and Returns Policy
. Overview
At ZETTA Fire Equipment Company Limited, we want you to be satisfied with your purchase. This Refund Policy outlines the conditions under which refunds, returns, and exchanges are granted.
By making a purchase on our Site, you agree to this policy.
2. Return Eligibility – Physical Products
You have 14 days from the date you receive your item to request a return.
To be eligible for a return, your item must be:
- Unused, unworn, and in its original condition
- In the original packaging with all tags attached
- Accompanied by proof of purchase or order number
3. Non-Refundable Items
The following items cannot be returned or refunded:
- Custom or personalized products
- Perishable goods
- Digital products, gift cards, or downloadable content (after download/access)
- Items marked as Final Sale or on sale 50% or more off
- Products that have been used, washed, or damaged after delivery
4. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the issue at admin@zettafire.com.hk. We will arrange a replacement or full refund at no extra cost.
5. How to Request a Refund
To start a return, email us at admin@zettafire.com.hk with:
- Your order number
- Reason for return
- Photos of the item (if applicable)
We will respond within 1 business days with instructions and a return shipping address. Please do not ship items back without prior authorization.
6. Refunds Process
Once we receive and inspect your return, we will notify you of approval or rejection.
If approved, your refund will be processed to your original payment method within [5-10 business days]. Please note that it may take additional time for your bank or payment provider to post the refund.
Shipping costs are non-refundable, and you will be responsible for return shipping costs unless the item was damaged or incorrect.
7. Exchanges
If you need a different size or variant, please contact us to request an exchange. Exchanges are subject to availability. For faster processing, we recommend returning the original item for a refund and placing a new order.
8. Services & Digital Products
For services, workshops, or digital products:
- You may request a full refund within 24 hours of purchase if the service has not yet been started or the digital file has not been accessed/downloaded.
- Once a service has been performed, booked time has passed, or a digital product has been accessed, it is non-refundable.
9. Late or Missing Refunds
If you have not received your refund after 10 business days, please:
Contact us at admin@zettafire.com.hk
Check your bank account again
Contact your credit card company or payment provider