Refund policy

We want you to be completely satisfied with your purchase at Zaeline. Please read this policy carefully before placing an order. By making a purchase, you agree to the terms below.

Return Window

Return requests are accepted within 60 calendar days after the date of receipt of your order. Requests submitted after this period are not eligible for return or refund. Once your return request has been approved, the item must be shipped within 7 calendar days. Returns sent after this deadline will be refused and not processed.

Return Conditions

To be eligible for a return, the item must meet all of the following conditions:

  • The item is unused and in its original, undamaged condition.
  • The item is in its original packaging, including all labels, tags and accessories.
  • The item has not been washed, worn or used in any way.
  • The return request was submitted within the applicable 60-day return window.
  • You have valid proof of purchase (order confirmation or order number).

Non-Returnable Items

The following items are expressly excluded from return and refund, regardless of circumstances:

  • Opened beauty and personal care products — including but not limited to creams, moisturizers, serums, foundations, mascaras, lipsticks, eyeshadows, primers, cleansing products and all other skin and hair care products whose packaging has been opened or seal broken.
  • Consumables — products designed for single or limited use, once opened or used.
  • Hygiene products — items where return is not possible for hygiene reasons, such as underwear, swimwear and similar products.
  • Digital products and downloads — once downloaded or opened.
  • Sale and clearance items — items purchased during a sale or with a discount code of 20% or more.
  • Personalized items — custom-made or personalized products.

If you are unsure whether your item is eligible for return, please contact us in advance at info@zaeline.com.

Return Costs and Restocking Fee

The customer is responsible for all costs associated with the return shipment, including:

  • Return shipping costs — all shipping costs for returning the item are entirely at the customer's expense. No prepaid return label will be provided. The return address will be communicated by email after approval of the return request.
  • 40% restocking fee — an administration and restocking fee of 40% of the original item price will be charged on every returned item. This fee will be deducted from the refundable amount or credit to be issued.

The original shipping costs of your order will not be refunded.

Example: For an item of €50.00, the restocking fee amounts to €20.00 (40%). After deduction of the restocking fee, you will receive €30.00 as store credit or refund — excluding shipping costs.

How to Request a Return

Follow the steps below to request a return:

  1. Send an email to info@zaeline.com with the subject "Return Request – [your order number]".
  2. Include your full name, order number, the item you wish to return and the reason for the return.
  3. Wait for a confirmation from our team. We aim to respond within 3 business days.
  4. Once approved, you will receive the return address by email. Ship the item within 7 calendar days using a trackable shipping method.
  5. Keep your proof of shipment until the return has been fully processed. Zaeline is not responsible for returns lost in transit.

Important: Never send items back without prior approval. Unauthorized returns will be refused and sent back at the customer's expense.

Refunds

Upon receipt and inspection of the returned item, we will process your request within 5–10 business days. You will receive an email confirmation once the return has been processed. You may choose from the following options:

  • Store credit — the refundable amount after deduction of the restocking fee will be credited as store credit to your Zaeline account, valid for future purchases.
  • Refund to original payment method — the refundable amount after deduction of the restocking fee will be returned to the original payment method. Depending on your bank or payment provider, this may take an additional 5–10 business days.

We reserve the right to refuse a return if the item does not meet the above conditions upon receipt.

Defective or Damaged Items

Did you receive a defective or damaged item? Please contact us within 7 days of receipt at info@zaeline.com with:

  • Your order number.
  • A clear description of the defect.
  • Photos or videos clearly showing the defect.

After verification, we will offer one of the following solutions:

  • Replacement — we will send a replacement item at Zaeline's expense.
  • Store credit — if you prefer store credit instead of a replacement, we will credit the full value of the item to your account.

No return shipping costs or restocking fee will be charged for defective items. Cash refunds are not offered for defective items.

Wrong or Missing Items

Did you receive a wrong or incomplete item? Please contact us within 7 days of receipt at info@zaeline.com with your order number and photos of the item received. We will resolve this for you as quickly as possible.

Cancellations

Orders can only be cancelled as long as they have not yet been processed or shipped. Please contact us as soon as possible after placing your order at info@zaeline.com if you wish to cancel. Once an order has been shipped, cancellation is no longer possible and the return conditions above apply.

Contact

For questions about this policy or to request a return, please contact us at info@zaeline.com. We aim to respond within 3 business days.