Return and Refund Policy

Return and Refund Policy for fiveizero

Last Updated: March 18, 2026

Thank you for shopping at fiveizero. If you are not entirely satisfied with your purchase, we are here to help. This policy outlines the terms and conditions for returns, exchanges, and refunds for products purchased from our online store, located at https://fiveizero.com.

By placing an order with us, you agree to the terms of this policy. If you have any questions, please contact us at fiveizero@163.com.

1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:

  • Time Frame: You must request a return within [e.g., 14 / 30] days of receiving your order.

  • Condition of Item: The item must be unused, in its original condition, and in the original packaging with all tags attached. Items that are worn, washed, damaged, or altered will not be accepted.

  • Proof of Purchase: A receipt, order number, or proof of purchase from fiveizero is required to complete the return.

  • Non-Returnable Items: Certain types of items cannot be returned. These include [list your exceptions, for example: perishable goods, custom products, sale items, gift cards, downloadable software, or intimate apparel]. Please get in touch if you have questions or concerns about your specific item.

2. How to Initiate a Return
To start a return, please follow these steps:

  1. Contact Us: Email us at fiveizero@163.com with your order number and the reason for your return. Please provide clear photos if the return is due to a defect or error.

  2. Receive Authorization: We will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and instructions on how and where to send your package.

  3. Ship the Item: Returns should be sent to the following address:
    [Your Complete Return Address]
    Important: You will be responsible for paying for your own shipping costs for returning your item unless the return is due to our error (e.g., you received an incorrect or defective item). Shipping costs are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance for items of value, as we cannot guarantee that we will receive your returned item.

3. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approved Refunds: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, PayPal, etc.) within [e.g., 5-10 business days] .

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at fiveizero@163.com.

4. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at fiveizero@163.com with your order number and details about the product you wish to exchange. We will provide you with instructions on how to proceed.

5. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.

6. Late or Missing Refunds (Recap)
If you haven’t received a refund after the approved processing time, please take these steps:

  1. Check your bank account and contact your credit card company (it may take some time before the refund is officially posted).

  2. Contact your bank if you paid by debit card (there is often some processing time before a refund is posted).

  3. If you’ve done all of this and you still have not received your refund, please contact us at fiveizero@163.com.

7. Sale Items
Only regular priced items may be refunded. Sale items, unless otherwise specified, are final sale and cannot be refunded.

8. Shipping Returns
To return your product, you should mail your product to:
[Your Complete Return Address]
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (unless the return is due to our error).
Depending on where you live, the time it may take for your exchanged product to reach you may vary.

9. Contact Us
For any questions or concerns regarding this Return and Refund Policy, please contact us at:
Email: fiveizero@163.com