Refund policy
Order Cancellation and Modification Policy
We process and ship all orders very quickly, and therefore cannot guarantee modifications or cancellations after an order has been submitted.
If you wish to modify or cancel your order, please contact our customer service team as soon as possible by email at contact@zomesi.com.
We will do our best to modify or cancel your order if it has not yet been processed in our warehouse.
To speed up the handling of your request, please include "Cancel My Order" in the subject line of your email, along with your full name and order number in the body of the email.
Right of Withdrawal
In accordance with the Consumer Protection Act and applicable Canadian provincial consumer protection legislation, you have the right to withdraw from the contract within 30 days of receiving the product, without providing any reason. To exercise this right, please contact us at contact@zomesi.com before the expiry of the withdrawal period.
Return and Refund Policy
If your order has already been shipped, you may return it for a refund in accordance with the following conditions.
Our return policy is valid for 30 days from the date of delivery. If more than 30 days have passed since delivery, we are unfortunately unable to offer you a refund or exchange.
To be eligible for a return, items must be unused and in their original packaging. The shipping label must be present and intact.
For hygiene reasons, we do not accept returns of products that have been used or whose seal has been broken.
Additional items that cannot be returned:
- Gift cards
- Digital downloads
To complete your return, a receipt or proof of purchase is required.
Refunds
Once your returned item has been received and inspected, we will send you an email confirming receipt.
We will also notify you of the approval or rejection of your refund request.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 7 business days of approval.
Shipping costs are refundable only in the event of withdrawal before the order has been shipped.
Late or Missing Refunds
If you have not yet received your refund, we invite you to follow these steps in order:
- Check your bank account
- Contact your credit card issuer — processing times generally range from 7 to 14 business days
- Contact your bank — a processing period is often required before the refund appears on your available balance
If you have followed all of these steps and still have not received your refund, please contact us at contact@zomesi.com.
Sale Items
Only regular-priced items may be refunded. Sale items are non-refundable.
Exchanges
We replace an item only if it is defective or damaged. If you would like to exchange a defective item for the same product, please send us an email at contact@zomesi.com with photos of the defect or damage.
Defective or Non-Conforming Products
In accordance with applicable Canadian consumer protection legislation, all products sold by Zomesi carry an implied warranty of merchantability and fitness for purpose. If you receive a defective or non-conforming product, please contact us at contact@zomesi.com with a description of the issue and photos of the product. In such cases, return shipping costs will be covered by Zomesi and a repair, replacement, price reduction, or full refund will be offered depending on the circumstances.
We will make every effort to resolve the issue promptly and efficiently.
Return Shipping
To return a product, please contact us at contact@zomesi.com. We will provide you with the procedure and the address of our warehouse for receiving returns.
Return shipping costs are the responsibility of the customer and are non-refundable. In the event of a refund, any return shipping costs may be deducted from the total refund amount.
Returned items remain your responsibility until they are received by us.
If you are shipping an item valued over CAD $65, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item in the absence of tracking.
