GENERAL POLICY
Zoicy is committed to providing customers with a safe and reliable shopping experience. All return and refund requests are reviewed on a case-by-case basis and handled fairly and reasonably. Please read this policy carefully before placing an order.
ORDER CANCELLATION & CASH ON DELIVERY (COD)
Zoicy currently supports Cash on Delivery (COD) only.
Once an order is placed, it cannot be canceled or modified.
Customers may choose to refuse the package at the time of delivery.
Order refusal does not affect future purchases.
Please note: Order refusal is considered a non-completed transaction and is different from post-delivery return or refund requests.
QUALITY ISSUES & SELLER RESPONSIBILITY
If you receive a product with severely damaged packaging, product defects, leakage, missing items, or incorrect items, please contact us within 7 days of delivery at:
huangrunying@pipaw.net
Customers must provide a complete and clear unboxing video starting from the unopened package.
Once the issue is verified as the seller’s responsibility, Zoicy will offer one of the following solutions based on the actual situation:
- Replacement shipment
- Refund
- Discount coupon
RETURN REQUEST & PROCESS
All returns must be approved by Zoicy in advance.
After communication and approval, Zoicy will provide the designated return address.
Unauthorized returns without prior approval will not be accepted.
Once the returned item is received and confirmed to be in acceptable condition, Zoicy will confirm the applicable refund method with the customer and proceed accordingly.
RETURNS WITHOUT QUALITY ISSUES
Refund requests may be accepted if all of the following conditions are met:
- The request is submitted within 7 days from the date of delivery
- The product is unused, unopened, and in resalable condition
For returns not related to product quality, return shipping costs must be borne by the customer.
NON-REFUNDABLE CIRCUMSTANCES
Refunds will not be issued for the following situations:
- Delivery delays caused by Indonesian or Chinese public holidays
- Logistics delays beyond the seller’s control or force majeure events
- Customer’s failure to accept delivery on time or refusal followed by refund requests
- Used or opened products
- Failure to provide required evidence
LOGISTICS ISSUES
For logistics delays or suspected lost packages, customers should first contact the courier.
Zoicy may assist after the courier’s responsibility is confirmed.
Delays caused by holidays or force majeure events do not constitute valid refund reasons.
EXCHANGES
Zoicy does not offer product exchanges.
For verified quality issues, Zoicy may offer a re-shipment, refund, or discount coupon as a resolution.
CONTACT INFORMATION
For any return or refund inquiries, please contact:
huangrunying@pipaw.net