Refund policy

This Return & Exchange Policy is designed to help you understand how returns, exchanges, refunds, and related costs are handled. Please review the following information before submitting a request so you can follow the appropriate after-sales process.

1. Return and Exchange Period

We provide a 30-day return and exchange application period starting from the date you receive your item. This period includes the 14-day statutory withdrawal period where applicable. The arrangements are outlined below.

1.1 14-Day Statutory Right of Withdrawal

For withdrawals that qualify under applicable law, you may exercise your statutory right of withdrawal within 14 days of receiving your item without providing a reason.

For withdrawals that qualify under applicable law, the refund includes the amount actually paid for the item and the applicable standard delivery costs. Responsibility for the direct cost of returning the item will be determined in accordance with applicable law and the relevant information provided before purchase.

After submitting your withdrawal notice, you must return the item within 14 days. You meet the applicable return deadline if you hand the item over to the carrier for shipment before the end of that period.

For withdrawals that qualify under applicable law, we must process the refund within 14 days of receiving your withdrawal notice. Where applicable law permits us to withhold the refund, we may do so until we have received the returned item or proof that you have shipped it back, whichever occurs first.

Please follow the return process described in the following sections for the specific return instructions.

1.2 30-Day Commercial Return Policy

In addition to rights provided by applicable law, we offer a 30-day commercial return arrangement. This period begins on the date you receive your item and includes the 14-day statutory withdrawal period described above.

Returns requested after the first 14 days but within the 30-day period must meet the commercial return conditions set out in this policy. This commercial arrangement is not an additional statutory right of withdrawal and does not limit any other consumer rights you may have under applicable law.

2. Eligible Return and Exchange Situations

You may submit a return or exchange request in the following situations, provided the applicable return or exchange conditions are met:

The item has a quality issue.
The item has a noticeable cosmetic defect.
You receive an item that does not match your order.
The item's functionality differs significantly from the product description on the website.
The item has an unusual odor.
The item is damaged during shipping.
Other situations that qualify under applicable law or the commercial return conditions in this policy.

For product-related issues, we may ask you to provide photos, videos, or other information that helps us verify the item's condition so that we can review your order and assess the situation.

Requests are reviewed based on order records, proof of purchase, the actual condition of the item, the description of the issue, relevant photos or videos, and any necessary shipping information. Consumer rights provided by applicable law will be handled in accordance with those requirements.

3. Return and Exchange Process

Step 1: Submit Your Request

Please submit your return or exchange request using the contact information provided in the Contact Us section of this page. To help us verify your order, please provide the following information:

Order number.
Proof of purchase or payment information.
The item involved and a description of the issue.
Photos or videos of the item, if the request concerns a product issue.
Necessary delivery or shipping information.

Please provide as much relevant information as possible so we can verify your order and proceed with the review.

Step 2: Request Review

After receiving your complete application information, we will process your request within 1–3 business days.

During the review, we will verify your order details, the item's condition, and the supporting information you provide. Once your request meets the applicable conditions, we will inform you of the next steps and provide the necessary return instructions.

Step 3: Obtain the Return Address and Return Label

After your request is approved, we will provide the designated return address and the relevant return instructions.

For eligible quality-related returns, we will provide an electronic prepaid return label (Return Label). You must download and print the label and attach it correctly to the package according to the return instructions.

Please do not send items to the sender address printed on the original packaging, an address used for a previous order, or any other address that has not been confirmed. Always use the designated return address provided after your request has been reviewed and approved.

Step 4: Ship the Item Back

Please package the item carefully according to the return instructions and ship it to the designated address.

If your return qualifies for a prepaid return label provided by us, download and print the label and use it according to the instructions. We recommend choosing a carrier that provides shipment tracking and keeping your shipping receipt and tracking information so you can check the package's status.

Step 5: Warehouse Receipt and Inspection

After the returned item arrives at the designated address, we will receive the package, register it in our inventory, verify the order information, and inspect the item's condition. Quality testing may also be performed when necessary.

Once the inspection is complete and the item is confirmed to meet the applicable return or exchange conditions, we will proceed with the refund or exchange process. If the item does not meet the applicable commercial return conditions, we will explain the specific reason and determine the next steps in accordance with applicable law and this policy.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return and the applicable rules. The following provisions apply to the relevant commercial return arrangements and do not affect any consumer rights you may have under applicable law.

4.1 Returns for Non-Quality Reasons

Non-quality reasons include, but are not limited to, not liking the item, choosing an unsuitable size, changing your color preference, duplicate purchases, or other personal reasons.

If the return meets the commercial return conditions, you are responsible for the direct shipping costs of returning the item. Prepaid return labels are not provided for these returns.

Return shipping costs depend on practical shipping factors, including the carrier, package weight, package dimensions, and shipping destination. Therefore, we cannot provide a single fixed return shipping fee. Before sending the item back, you may contact your chosen carrier to ask for an estimated shipping cost.

4.2 Returns for Quality-Related Reasons

Quality-related returns include items with quality issues, incorrect items received, items that differ significantly from the product description on the website, or items damaged during shipping.

After review confirms that the issue falls within the applicable responsibility scope, we will cover reasonable return shipping costs. For eligible returns, we will provide an electronic prepaid return label (Return Label) for you to download, print, and use according to the return instructions.

5. Refund Process

After the returned item arrives at the designated address, we will receive the package, register it in our inventory, and conduct the necessary inspection of its condition. Once the inspection is passed and the item is confirmed to qualify for a refund, refunds processed under the commercial return procedure in this policy will be handled within 1–5 business days.

This timeframe refers to our operational refund processing time and does not replace the statutory refund deadline applicable to withdrawals. For legally applicable withdrawal requests, refunds remain subject to the statutory deadline and the rules governing permitted withholding of refunds under applicable law.

Refunds will be issued to the original payment method. The refund amount will be calculated based on the actual amount paid for the order and the applicable return rules. If the order used a promotion, discount code, gift card, or another discount method, the refund amount will be determined based on the actual payment and applicable rules.

After the refund has been processed, the time required for the funds to appear in your account may depend on the processing speed of the payment provider, bank, or card issuer. Our refund processing time and the time it takes for the funds to arrive may differ.

6. Exchange Policy

If you wish to exchange an item, please submit a request through the return and exchange process described in this policy. After your request is approved, return the item according to the designated instructions.

Once the returned item reaches our warehouse, we will receive the package, register it in our inventory, and perform the necessary inspection of its condition. After confirming that the item qualifies for an exchange, we will arrange shipment of the replacement item within 1–3 business days after the inspection is passed.

We will cover the shipping costs for the first exchange reshipment associated with the same order. Here, “first exchange” means the first exchange and reshipment for that order. It is not calculated separately for each item included in the same order.

If you request another exchange under the same order, you will be responsible for the shipping costs associated with the subsequent exchange reshipment.

For the estimated delivery time after the replacement item has been shipped, please refer to the relevant information on the website's Shipping Policy page.

7. Items Not Eligible for Commercial Returns

The following situations may not qualify for returns under the 30-day commercial return arrangement:

The return request is submitted after the 30-day commercial return application period.
The item has been damaged due to use, installation, cleaning, modification, repair, improper storage, or other actions attributable to the customer that affect its return eligibility.
Important components, tags, accessories, or other items affecting return eligibility are missing.
The item is returned without prior review and approval.
The item is sent to an address other than the designated return address provided after review and approval.
The return is not completed in accordance with the return instructions.
The item is not eligible for commercial returns due to its nature.

These situations describe the scope of the commercial return arrangement and do not exclude any statutory rights you may have. If a case involves a product quality issue or another consumer right protected by law, we will handle it in accordance with applicable law.

8. Order Cancellation

You may submit an order cancellation request within 24 hours after placing the order by using the contact information provided on this page.

If the order has already entered order processing, warehouse picking, packing, order sorting, carrier handoff, or transit, it may no longer be possible to cancel it directly. After receiving your request, we will make reasonable efforts to intercept the order based on its current status, but successful interception cannot be guaranteed.

If the order has already been shipped, you may request the applicable return service in accordance with this policy and any consumer rights provided by applicable law.

9. Two-Year Statutory Liability Period and Free Repairs or Replacements

During the two-year statutory liability period beginning on the date the item is delivered, if the item develops a quality issue or fails to conform to the agreement in a way that falls within the scope of liability under applicable law, you may be entitled to free repairs or replacements and other applicable remedies.

This statutory liability period is separate from the 14-day statutory right of withdrawal, the 30-day commercial return arrangement, and any other commercial guarantees described in this policy. It does not affect any other rights you may have under applicable law.

10. Contact Us

If you need to submit a return, exchange, or order cancellation request, or have any other after-sales questions, please contact us using the information below.

Address: 7517 Home Stretch Dr, Wellington, CO 80549, US

Phone: +1 (970) 672-4381

Email: solutions@tranzolmer.com

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)

To help us review your request, please provide your order number, proof of purchase, a description of the product issue, and relevant photos or videos, where applicable. We will review the order based on the information you provide and inform you of the next steps.