Return Policy

The 30-day Money-back guarantee

If you’d like to return a ZERO BREEZE product for a full refund, you need to return the machine within 30 days from the delivery date. If your machine arrives damaged or you have received the wrong product, please refer to our Warranty Policy for repair or exchange.

Eligibility

The 30-day money-back guarantee is for Mark 2, Mark 2 battery and ElecHive only.
The 30-day money-back guarantee is only available in the contiguous US, excluding Alaska , Puerto Rico, Hawaii or other countries.
The product and accessories should be returned with the original packaging. But if you don't have original packaging and pack it yourselves, it needs to be safe. And if not, there will be a 20% restocking fee.
The product and accessories shouldn't be any cracks, dents, scratches, or any factors that may affect re-sales.
Intentional cosmetic decoration or modification that may impact a product’s resale, refurbishment, restoration or usability will void the terms of the return policy.
Refurbished machines and Final Sale items are not eligible for returns. They are only eligible for warranty service.
Machines with incidental or consequential damages are not eligible for returns. They are only eligible for paid maintenance service.
Products from retailers should be returned to the retailer of purchase.

Return & Refund Process

To return products purchased from ZERO BREEZE, please follow the steps below:
Step 1. Submit the form below. Our team will respond within 48 hours.
Step 2. Upon receiving your request, our team will communicate with you to confirm return details.
Step 3. Once you get the return authorization information, you need to send the product by yourself along with the completed return card and all attachments back to us in the ZERO BREEZE original package with the protective foam. The return shipping fee will be at your expense.
Step 4. In order to successfully receive the returned goods, please inform us of the tracking number in time after the goods are sent.
Step 5. Once we receive the returned item and verify its condition, we will process the refund back to the original payment method used for the purchase. Please allow us up to 10 business days to process your refund. For the bank, 7-10 business days are typically needed for credit to be returned to your card. For disputed orders, it may take 3-6 months to resolve them.
Note:
You must complete the return form before shipping back a purchase. Unauthorized or billing-upon-receipt returns will not be accepted.
If due to customer or logistics reasons, the warehouse does not receive the return, we will not issue a refund.
You have 7 days to return the machine from the day you get the return authorization information from ZERO BREEZE, otherwise the return process window closes.
Ensure the ZERO BREEZE is packaged correctly. Due to its size and weight, it is very important to follow these instructions closely to avoid damage. ZERO BREEZE may deduct from your refund if the returned product is damaged upon return.
The product and accessories should be returned with the original packaging. But if you don't have original packaging and pack it yourselves, it needs to be safe. And if not, there will be a 20% restocking fee.

Returns past the 30-day return window

Unfortunately, we cannot accept returns past the 30-day return window. If your machine is not functioning correctly, it is covered under your ZERO BREEZE warranty. Please fill out the form at the end of the Warranty Policy to submit a repair request, or contact customer service for troubleshooting support.

Cancel order

All workday orders in the US are usually picked up by the courier company within 24 hours, and the tracking number will be available within 48 hours. If you need to cancel the order, please contact customer service at support@zerobreeze.com to check whether your order has been picked up. If not, we will try to cancel the order, and the payment will be returned to your payment bank through the original payment channel. It normally takes 3-7 business days to arrive. But this does not guarantee success. Any resulting losses shall be at the customer's expense. If your order has been picked up, regardless of whether you have received the tracking number or whether there is tracking information, the order can't be canceled. Because in such case, the goods have been handed over to the courier company for processing, and their status will not be under our control. If you still choose to cancel the order, you can choose to reject it when the goods arrive, and then apply for a refund. We will process the refund within 10 working days after confirming the receipt of the returned package, and deduct the round-trip shipping fee. If due to customer or logistics reasons, the warehouse does not receive the package rejected by the customer, we will not issue a refund.

Kickstarter/Indiegogo Return & Refund Policy

Please note that while all of our products are backed by the ZERO BREEZE warranty policy, we do not currently offer refunds or returns for products purchased on Kickstarter/Indiegogo.