We offer a guarantee on every product we sell because want to treat you, our customer, the same way we would want to be treated when spending our hard earned money. That said, our return policy does have some guidelines, limits and is not an open return policy. We can only exchange new or unused items that have a manufacturing defect. The following criteria apply:
1. Our guarantee applies to new, unused products that have not been modified in any way.
2. If our product has a manufacturing defect, we will replace it free of charge or You may return the product for a full refund.
3. If your product was damaged by the shipper, You must report the damage to our customer service department and the shipper within 48 hours of delivery and provided photos of the damaged packaging. The shipper will contact You directly to inspect and pick up the damaged goods. If they cannot inspect the packaging, no refund or replacement will be issued. We will only replace or refund the damaged shipment AFTER the shipper has confirmed with us that it was in fact damaged during shipping, this process can take up to 30 days.
4. If your product was NOT damaged during shipping, You must contact our customer service department within 30 days of purchase to receive a refund, after this time frame we cannot offer any refund to you.
5. Before refunding or sending a replacement product to you, we must receive the original defective product back first.
6. We can only offer a refund to You if You purchased the product directly from ZMB Industries. If You purchased our product through any retailer, You must contact them for a refund.
7. In some cases, we may access up to a 15% restocking fee.
Returns and Exchanges Procedure:
1. Before returning any products to us, or if You have any questions specific questions about our return policy, please email our customer service department at firstname.lastname@example.org. Please describe the question or manufacturing defect in detail and if possible provide photos of the damage so that it’ll be easy for our customer service department to assist you. You may also call us directly at 858-386-0950, but You will be asked to email us photos of the damages to start the claim. We are open Monday-Friday, 9am-5pm Pacific Standard Time, excluding Holidays.
2. All product returns and exchanges must be issued an Return Authorization Number (RA#) through our customer service department prior to returning the product. When returning the products, You must write the RA# on the outside of the box above the shipping label, with a black marker, so we can identify whom the product is being returned from. Any package without an RA# written clearly as indicated above, will be refused and returned to You by the shipper.
Within the USA: Returned items must be sent via insured, prepaid Regular US Mail. Insuring your return to us allows YOU to track your parcel with the US Postal Service, we will not track your return to us. We will NOT accept COD’s or courier deliveries.
Outside the USA: Ship goods prepaid, by insured ground or postal shipping. Insuring your return to us allows YOU to track your parcel with the shipping service You have selected, we will not track your return to us. We will NOT accept COD’s or courier deliveries. To avoid unnecessary customs delays, please write “U.S. Goods returning” on the outside of the package.
3. Once we we receive the damaged product, we will then replace or refund the product within 14 days of receipt of delivery to us.
Mail returns to:
ZMB Industries, Inc.
Attn: Customer Service
12925 Brookprinter Place, Ste 400
Poway, CA 92064