Return and exchange policy

 

This Return and Exchange Policy applies to all orders placed through the Interzenta (hereinafter referred to as “we”, “us”, or “our”) online store. It explains the applicable time limits, conditions, handling procedures, and related responsibilities for returns and exchanges. All products are sold online only, and no offline transactions are provided.

1. Return And Exchange Validity Period

Return and exchange requests may be submitted within 30 days from the date the product is confirmed as received. Requests submitted after this period may not be eligible for standard processing.

2. Conditions For Return Or Exchange

You may apply for a return or exchange under the following circumstances:

• The product has visible appearance defects or damage.
• The product has quality-related defects or functional issues affecting normal use.
• The product has unusual odors, significant color differences, or other abnormal conditions.
• The received item does not match the order details (wrong item or missing item).
• A return or exchange is requested without a stated reason within the valid period, provided the product remains unused, in good condition, and suitable for resale.

All requests are subject to review based on the actual condition of the returned item(s).

3. Return Process

The return process is generally handled as follows:

• Contact us via email or phone to request a return, and provide your order number, payment confirmation (if applicable), reason for return, and relevant photos or videos as supporting evidence.
• Our customer service team will review your request as soon as possible. If approved, you will be notified using your provided contact details and supplied with the designated return address and return instructions.
• Please send the item back to the specified return address using proper packaging and wait for confirmation that we have received the returned package.
• After the returned item is received, we will inspect it. If the inspection confirms eligibility, a refund will be arranged accordingly.

4. Exchange Process

The exchange process generally follows these steps:

• Contact us by email or phone to request an exchange, and provide your order number, payment confirmation (if applicable), reason for exchange, and relevant photos or videos as supporting evidence.
• Our customer service team will review the request. If approved, you will be notified and provided with the designated return address along with further instructions.
• Please return the item to the specified address and wait for confirmation that we have received the returned package.
• After inspection confirms eligibility, a replacement product will be shipped to your address within 1–3 business days.

5. Refund Processing

Refunds are issued to the original payment card used for the purchase, including Visa or MasterCard. Depending on the processing efficiency of different card issuers, refunds are generally credited within 1–5 business days. If the refund is delayed beyond this timeframe, please contact us for assistance.

6. Cost Responsibility

Responsibility for return shipping costs is determined as follows:

• If the return or exchange is due to appearance defects, quality problems, unusual odors, significant color differences, or receiving an incorrect item, the return shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason (change of mind), the return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Please ensure that returned items are properly packaged to prevent damage during transit. Damage caused by improper packaging, misuse, or personal handling may affect return or exchange eligibility.

8. Return Label Information

Some packages may include a return label inside the parcel. If a return label is provided, please use it according to the instructions when returning items to help ensure accurate identification and efficient processing.

9. Contact Information

Contact address: 75 High Country Lane, Hendersonville, NC 28792-8358, United States
Customer service phone: +1 (631) 624-6993
Customer service email: contact@interzenta.com
Online hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (Australia/Sydney, AEST/AEDT)