▪ How to handle damaged items?
If an item is partially damaged or completely broken, please retain the item until we arrange a replacement or return for repair. You will need to provide photos of the damaged item so we can determine whether a replacement or repair is required. In all cases, please keep the original packaging. Any damage or shortage must be noted on the shipping documents.
Contact us immediately via online customer service or by phone to report the issue; we will file a claim and arrange a replacement. Please note that we cannot accept any damage or breakage reports submitted more than 48 hours after receipt.
If any accessories are missing, please contact our online customer service or call us within 7 days of receipt and we will send the missing parts.
▪ Handling defective items
For defective items, you must prepay the return shipping (please pack the item carefully to avoid further damage during transit). We will replace the item with the same product and will cover the shipping cost for sending the replacement.
If the item is damaged due to misuse or is outside the warranty coverage, the cost of repair or replacement (including shipping) will be borne by you.
▪ Returns & Exchanges Policy
Return/exchange period
Because your order involves international logistics, we do not recommend returns or exchanges for non-quality issues. If you still choose to return or exchange, you will be responsible for the higher associated costs.
Return cost details
Returns for subjective reasons (e.g., dissatisfaction or not meeting expectations): you must pay the international shipping cost to return the goods to China. Refunds will be issued after deducting a 30% restocking/handling fee.
Before returning items, please contact us to explain the issue so we can initiate the return/exchange process and confirm the exact fees with you.
Unauthorized returns that have not been confirmed with us may be refused and you will be responsible for the cost of returning the parcel.
Return/exchange requests must be submitted within 30 days of receipt.
Custom-made or special-order items are non-returnable and non-exchangeable.
▪ Standard Order Cancellation / Modification Policy
Cancellation within 24 hours
Once the order is confirmed it will immediately enter the shipping process. If cancellation is requested within 24 hours while the parcel is still within China and international shipping has not yet begun, we can cancel your order free of charge and will cover the related costs.
Cancellation after 24 hours but within 72 hours
If cancellation is requested after 24 hours but within 72 hours, the parcel may already be in the customs declaration process; a 7% handling fee will apply to cover customs cancellation and logistics interception costs.
Cancellation or modification after 72 hours
Cancellations or modifications made after 72 hours will be subject to a 30% handling/restocking fee to cover round-trip shipping losses.
▪ Wrong item shipped
If the wrong item is shipped, we will replace it free of charge, but you must report the issue within 72 hours of receipt. If you decide to cancel the order because of the wrong shipment, we can cancel the order free of charge and will cover the related costs.
▪ Out-of-stock / Pre-order items
Some items may be on pre-order or out of stock. We will notify you by phone or email with an estimated replenishment date (factory lead times may cause delays of up to 4 weeks). We will do our best to provide a precise arrival date to ensure a good shopping experience.
▪ Price corrections
If a price on the website is incorrect, we will confirm the correct price with you before processing the order.
▪ Discontinued items
Some items may be discontinued without prior notice. In such cases we will recommend substitute or similar items, or you may choose to cancel the order.
▪ Refund processing time
Once we receive and verify the returned parcel, the verification and refund process is expected to take 2 business days.
▪ Return address & contact information
Contact information
Online customer service: Click the customer service button at the bottom-right corner of the website. Customer service hours (Beijing Time): 9:00–22:00.
Customer service phone: +86 181 4571 3435
Email: more005@ztnzen.com
Return address
Recipient: Healov After-sales
Address: Building 16, Guangzhou Jingbo Hall, Compound at No.100 Lijiao Road, Nanzhou Street, Haizhu District, Guangzhou, Guangdong Province, China
Contact number: +86 186 2076 8286 (for parcel drop-off / pickup only)