Refund Policies

Zerlio.shop is committed to providing excellent customer service and satisfaction. This policy explains our guidelines regarding refunds, resends, returns, and order disputes.

✅What Qualifies for Refund, Resend, or Return

1. 📦 Order Delays

Orders may qualify for review if delivery exceeds the following estimated periods:

• USA: Eligible after 45 days from departure
• Brazil: Up to 110 days due to customs delays
• Other Countries: Up to 100 days for certain shipping routes

Orders may experience delays due to carrier issues, pickup problems, customs processing, or incorrect addresses. Please check with your local post office before submitting a dispute.

2. 📍 Orders Not Received

• If tracking shows the order as "delivered," refunds or resends cannot be provided.
• If an order has not arrived, a non-delivery certificate from the local post office may be required.

3. 📱 Damaged Products

• Full refund or replacement may be provided for severely damaged products.
• Partial refunds may be available for minor issues such as small scratches.
• Packaging damage caused during international shipping is not eligible for refunds.
• Claims for electronic products must be submitted within 30 days.

4. 🔄 Incorrect or Missing Products

• Incorrect items may qualify for a full refund or replacement.
• Missing non-critical parts may qualify for a partial refund or resend.
• For size-related issues, please provide photos showing measurements.

5. ❌ Order Cancellations

• Full refunds are available if cancellation requests are made before processing or shipment.
• Customized or pre-order items cannot be cancelled after payment confirmation.

📩How to Submit a Dispute

Please include the following information when submitting a claim:

• Photos or videos showing damaged products
• Screenshots of complaints including name, date, and issue details
• The product must be returned if requested by our support team

⚠Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be submitted within 7 days after delivery or the expected delivery date.

2. Force Majeure

We are not responsible for delays caused by circumstances outside our control, including:

• Natural disasters
• Epidemics
• Customs delays
• War or civil unrest

3. Shipping Method Restrictions

Disputes are not accepted for orders shipped through non-trackable shipping methods.

4. Delivery Location Restrictions

Some disputes may not be accepted for regions with known delivery limitations or shipping risks.

5. Returns

• Returns must receive approval before sending products back.
• Unauthorized returns will not be processed.
• Approved returns must be shipped within 30 days of receipt.

6. Service-Based Products

Service-based products, including packaging or photography services, are non-refundable once the service has been completed.

7. Unacceptable Disputes

• Change of mind
• Product appearance differences without defects
• Delays caused by customs or natural events
• Incorrect product selection
• Incorrect shipping address provided by the customer

📌 Additional Information

• Order Status: No disputes are accepted once an order is marked as closed.
• Shipping Method Limits: Disputes are not accepted for:
  • PostNL
  • Electric PostNL
  • CJPacket EUB
  • CJPacket Postal Route
  • CJPacket Railway Economy
• Destination Limits: Disputes may not be accepted in high-risk delivery regions.
• Returns Reminder: Returns are only accepted at designated warehouses.
• Service Disclaimer: Low-quality service claims require inspection before refunds are considered.
• Additional Restrictions: Claims involving odors, deleted tracking information, or customs issues may not qualify.

💬 Need Help?

If you are unsure whether your order qualifies for a refund, resend, or return, please contact our customer service team:

Email: support@zerlio.shop

We’re here to help make your shopping experience smooth and worry-free!