Refund and Returns Policy - Zero One Stop Shop

Thanks for purchasing products from us!

If you are not entirely satisfied with your purchase, we’re here to help.

In order to be eligible for a refund or a reshipment, your request, complete will all the information required, must be sent by email to the following address contact@zeroonestopshop.com within 7 days from the delivery date indicated by the forwarder or, in case of untraceable delivery, according to the indications provided in the “never arrived” section. Should the above conditions not be met, the request will not be processed. Follow the instructions available at the end of this policy to request a refund or reshipment.

By applying for a refund or a reshipment, you accept the Return and Reship policy in all its parts.

DOA (dead on arrival) Damaged or defective product on arrival

If the product arrives broken or is not working, please contact our customer service by email within 7 days from the delivery date indicated by the forwarder and follow the application instructions at the end of this policy. Please provide ALL the information indicated in the instructions at the end of the policy and email it to us within the indicated timeframe. Should the request not include ALL the necessary information within the indicated timeframe, the request will not be processed. The 7 days start from the delivery date indicated by the forwarder. A team of professionals will review the request and provide a response within 30 days from receiving all the data required. If the request is approved, ZeroOne Stop Shop will either re-ship a new product at its expense, refund it or at ZeroOne Stop Shop’s discretion; offer to stock a new piece of the product in the warehouse. The refund will cover only the price of the product itself and the shipping costs. No other refund will be offered under any circumstance.

If deemed necessary to have the product returned, customer care will notify the customer and give all the necessary information on how to proceed. All of the product’s accessories (such as cables, chargers, manuals, packaging, gifts, spare parts etc.) must be included in the return package. If any accessories are missing, the cost of the missing part may be charged to the customer. Once the product arrives at our warehouse, we will review the refund request and reply to the customer within 30 days of the arrival of the return package. If approved, a reshipment or a refund will be offered. according to the customer’s preference. In case of reshipment, the shipping fees will be covered by ZeroOne Stop Shop and the method of shipment will be the one chosen in the original order.

Incorrect product on arrival

If the wrong product is delivered (it differs from the one that was ordered, i.e. wrong color, wrong size, wrong model etc.) please contact our customer service by email within 7 days from the delivery date indicated by the forwarder and and provide the information indicated in the instructions at the end of this policy. A team of professionals will review the request and provide a response within 30 days from receiving all the information required. If the request is approved, ZeroOne Stop Shop will either re-ship a new product at its expense, refund it or at ZeroOne Stop Shop’s discretion; offer to stock a new piece of the product in the warehouse. The refund will cover only the price of the product itself and the shipping costs. No other refund will be offered under any circumstance.

Slight differences in the product, the product logo or the packaging received compared to previous shipments or to the photos displayed on our App or website may occur due to different batches of production. However, if the physical appearance of the product is similar and the functions of the product are correct, it will not fall in the category of “incorrect product” and will therefore not be eligible for free reshipping or a refund.

Unsatisfactory product

ZeroOne Stop Shop’s Return and Refund Policy can only be applied to errors or malfunctions related to the product’s features or specifications. No refund or reship request will be accepted if the customer does not like the product received.

Never arrived

Shipping can be affected by many factors. Compared to carriers such as DHL, FedEx or UPS, the shipping methods such as Special line, ePacket or Registered Post Mail are cost-down options and therefore there is a certain percentage of unsuccessful deliveries for uncertain reasons. ZeroOne Stop Shop cannot get involved in the operations or transit arrangement of the Post or local carriers.

In case of undelivered products, Please note that what is indicated on the courier’s website is considered authentic so if the package is tracked as “delivered”, it will not be eligible for a refund or reship.

In case of undelivered products or In case of delays caused by natural disasters, war or any event not dependent on ZeroOne Stop Shop’s service, no refund or reship will be provided.

ZeroOne Stop Shop, in an attempt to go beyond the standard service, provides a free reship or refund for “never arrived” cases only at the following conditions:

Parcels shipped with Special line: if the tracking number doesn’t show any new update in more than 30 days and the forwarder cannot provide any info about the delivery.
Parcels shipped with ePacket: if the parcel is not delivered after 90 days from the shipment date and the forwarder cannot provide any info about the delivery.

In these cases, the customer must submit the request within 7 days from the occurrence of the above indicated conditions. A team of professionals will review the application and will provide a response within 30 days from receiving the request. If it is approved, ZeroOne Stop Shop will either re-ship a new product at its expense or refund it. The refund will cover only the price of the product itself and the shipping costs. No other refund will be offered under any circumstance.

Due to International shipping limits and complex customs or shipping issues in certain shipping countries, ZeroOne Stop Shop will not accept any delivery dispute for any of the following cases:

Incomplete or incorrect shipping data: the complete shipping data should include correct shipping name, shipping address, shipping city, shipping province, shipping zip code, shipping country, shipping country code and contact phone number;
If the parcel arrives at the nearest agent office due to unsuccessful delivery, but the customer fails to pick up the parcel thus resulting in the parcel being returned back to the shipper or carrier’s local warehouse.
Parcels shipped with registered post mail
Parcels shipped to the following countries: Mexico, Brazil
Return, reship and refund requests sent to ZeroOne Stop Shop 60 days after the day ZeroOne Stop Shop shipped out the product.

Free reshipping or refunds for “never arrived” items can be only applied once per order. This means that if the customer claims that a product never arrived, ZeroOne Stop Shop will reship the item a second time. If this second item is also declared as “never arrived”, it won’t be reshipped a third time.

In case of reship or refund, the commission paid to the forwarder to fulfill the VAT obligation will not be refunded.

After 7 days and within one year from delivery

After the expiry of the time indicated to request a refund, please contact our customer service and we will try our best to be of assistance but no refund or reshipment is guaranteed.

ZeroOne Stop Shop reserves the right to update, change or replace any part of this Return and Refund Policy by posting updates and/or changes on our website. Customers are responsible for checking this page periodically for changes. Customers’ continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Electronic Products Return & Refund Policy Exceptions

The ZeroOne Stop Shop’s Electronic Products Return and Refund Policy Exceptions can be applied to all the electronic products sourced and shipped by ZeroOne Stop Shop.

ZeroOne Stop Shop reserves the right to define electronic related products. For any information, please contact our customer service before selling the product.

ZeroOne Stop Shop provides a 3 month warranty for electronic products. The time starts from the delivery date indicated by the forwarder or 120 days after the shipment in case of untraceable delivery.

DOA (dead on arrival)

If deemed necessary to have the product returned, customer care will notify the customer and give all the necessary information on how to proceed. All of the product’s accessories (such as cables, chargers, manuals, packaging, gifts, spare parts etc.) must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product arrives at our warehouse, we will review the request and reply to the customer within 30 days of the arrival of the return package. If approved, a reshipment, a refund or a new piece of the damaged product will be stocked in the warehouse, depending on the customers preference. In case of reshipment, the shipping fees will be covered by ZeroOne Stop Shop and the method of shipment will be the one chosen in the original order.

Incorrect product on arrival

If deemed necessary to have the product returned, customer care will notify the customer and give all the necessary information on how to proceed. All of the product’s accessories (such as cables, chargers, batteries, manuals, packaging, gifts, spare parts etc.) must be included in the return package. If any accessory is missing, the cost of the missing part may be charged to the customer. Once the product arrives at our warehouse, we will review the request and reply to the customer within 30 days of the arrival of the return package. If approved, a reshipment, refund or a new piece of the damaged product will be stocked in the warehouse depending on the customers preference. In case of reshipment, the shipping fees will be covered by ZeroOne Stop Shop and the method of shipment will be the one chosen in the original order.

Defective product within the warranty period (RMA)

All the electronic products sourced and shipped by ZeroOne Stop Shop have a 3-month warranty for the defects in materials or manufacturing. Any damage caused by, but not limited to, artificial damage, accident, improper use, improper assembly, improper repair, improper maintenance, are not covered by the warranty.

Within the validity period of the warranty, if the product is found to be faulty, please contact our customer service. Complete the refund/reship request with the data required and email it to info@ZeroOne Stop Shop.com within the indicated timeframe.

The defective product must be returned to our warehouse by following our shipping instructions to return the product at the end of this policy, and the return shipping fees will be at the customer’s expense. If any import duties, taxes or related charges incur during the return process, the customer will be responsible for these. If the customer refuses to pay the costs incurred during the return process, ZeroOne Stop Shop will not take any responsibility or action for the return of the product or parcel.

We will review the request and will provide a response within 30 days from the reception of the item in our warehouse.

Once we have received the defective product and have identified that fault, ZeroOne Stop Shop will either provide a free repair or replacement of the product, or issue a refund. The offer will depend on the product and its supply chain conditions. The return shipping fee after the repair or the replacement will be at ZeroOne Stop Shop’s expense. Customers will be liable for any import duties or taxes on the new parcel. No other refund will be offered under any circumstance.

Slight differences in the product, the product logo or the packaging received compared to previous shipments or from the photos displayed on our App or website may occur due to different batches of production. However, if the physical appearance of the product is similar and the functions of the product are correct, it will not fall in the category of “incorrect product” and will therefore not be eligible for free reshipping or refund.

Refund/Reship Requests Instructions

Please send your request by email to contact@zeroonestopshop.com with all the data required as below listed:

DOA or Damaged or defective product on arrival:

*ZeroOne Stop Shop order number

*Problem description

*Clear video or photo that shows the problem

*Screenshot of the shipping label with visible tracking number

Incorrect product on arrival:

*ZeroOne Stop Shop order number

*Problem description

*Clear video or photo that shows the problem

**Screenshot of the shipping label with visible tracking number

Never arrived:

*ZeroOne Stop Shop order number

* Screenshot of the shipping label with visible tracking number

RMA:

*ZeroOne Stop Shop order number

*Problem description

*Clear video shows the problem

*Screenshot of the shipping label with visible tracking number (If available)

Refund or reship requests will be processed only if all the information requested is provided by the customer:

a) within 7 days from the delivery of the package
b) from the 30 days with no tracking update from the forwarder
c) within 60 days from the shipment date by ZeroOne Stop Shop.
d) Within the Electrical Warranty Period from Delivery Date

The time for the response will start from the moment the last data requested is received by ZeroOne Stop Shop.

Shipping Instructions to Return Product

Should ZeroOne Stop Shop deem necessary to have a product returned, customers must provide all the data required by email to contact@zeroonestopshop.com. Once received a ticket an ID number will be issued.

All of the return shipments must follow the instructions below:

The return parcel must include all the accessories or materials provided in the original package
The customer must leave a note inside the return package with the following details:

*ZeroOne Stop Shop return ticket number

*Return product name and quantity

*A short description of the problem occurred with the product

To avoid high import duties or taxes on the return package, please avoid using an express courier like DHL, FedEx, UPS, TNT or similar ones. We suggest using Post EMS or registered post mail. If any import duties, taxes or related charges are incurred during the return process, the customer will be liable for them. Should the customer refuse to pay the costs incurred during the return process, ZeroOne Stop Shop will not take any responsibility or action for the returned product or parcel.

Any return package that arrives without prior approval from ZeroOne Stop Shop or without ZeroOne Stop Shop’s return ticket ID number will be rejected.

If there is anything unclear or you have any more questions, please feel free to contact our customer support team at contact@zeroonestopshop.com