RETURN & REFUND POLICY
At zoustack, we want customers to understand how returns, damaged products, defective products, incorrect items, missing items, and refunds are handled before making a purchase.
This Return & Refund Policy explains the general return process, eligibility requirements, return shipping responsibilities, product inspection procedures, refund processing, and other related conditions.
Business Operating zoustack
zoustack is operated by Henan Wanshanghui Technology Co., Ltd.
Store Name:
zoustack
Operating Company:
Henan Wanshanghui Technology Co., Ltd.
Legal Representative:
He Jianfeng
Company Type:
Limited Liability Company
Registered Address:
China, Henan Province, Zhengzhou City, Xinzheng City, Mengzhuang Town, Chenghouma Village, South Side of Yuanmeng Highway, Hengsheng Changtai Logistics Park, Comprehensive Building, 1st Floor, East Side, Room 01
Customer Service Email:
service@zoustack.com
Customer Service Phone:
+1 310-390-9543
Customer Service Hours:
9:00 AM – 6:00 PM Pacific Time
Please contact us before returning any product.
The registered business address above is provided for company identification and transparency and should not automatically be used as a product return address.
1. Return Request Window
Eligible return requests may be submitted within 30 days after delivery.
The delivery date recorded by the applicable shipping carrier will generally be used to determine when the 30-day return period begins.
Requests submitted after the return period may not be accepted unless a longer period or additional remedy is required by applicable consumer protection law.
Submitting a return request within 30 days does not automatically mean that every product is eligible for return. The applicable conditions described in this policy must also be satisfied.
2. Before Sending Anything Back
Do not send a product back without first contacting zoustack.
To request a return, contact:
Please provide:
- Your full name
- Order number
- Product name
- Reason for the return
- Relevant photographs or videos where appropriate
- Any other information reasonably necessary to review the request
Our customer service team will review the request and, where applicable, provide the appropriate return instructions.
Please wait for those instructions before arranging return shipping.
3. Condition of Products for Ordinary Returns
For an ordinary return, the product should generally be:
- Unused, except for reasonable inspection
- In substantially the same condition as received
- Complete with included components and accessories
- Free from damage caused after delivery
- Properly packaged for return transportation
Where reasonably possible, customers should retain the original product packaging until they have confirmed that they intend to keep the item.
Reasonable inspection after delivery does not automatically make a product ineligible for return.
However, use beyond what is reasonably necessary to inspect the product may affect return eligibility.
4. Return Address Information
The registered address of Henan Wanshanghui Technology Co., Ltd. is provided for business identification and transparency.
It is not automatically the address for product returns.
Do not send products to:
- Our registered company address
- An address printed on the original parcel
- A fulfillment location
- A carrier facility
- Any other address not specifically provided by our customer service team
The correct return location may vary depending on:
- Product
- Order
- Fulfillment arrangement
- Return reason
- Customer destination
Returns sent to an unauthorized or incorrect address may be delayed, misdirected, or unable to be properly processed.
Always obtain the applicable return instructions before mailing a product.
5. Change-of-Mind Returns
Where change-of-mind returns are accepted, the customer may be responsible for the cost of returning the product.
The item must satisfy the applicable return conditions described in this policy.
Original shipping charges may be non-refundable unless:
- Applicable law requires otherwise; or
- The return is caused by a verified error attributable to zoustack.
Do not arrange or pay for return shipping until you have received return instructions from us.
6. Products That Arrive Damaged
If a product arrives damaged, please contact us as soon as reasonably possible after delivery.
To help us review the issue, please provide clear photographs showing, where applicable:
- The damaged area
- The complete product
- Product packaging
- Outer shipping package
- Shipping label
Please keep the product and packaging while the issue is being reviewed.
Do not discard the item or packaging unless our customer service team tells you that it is no longer required.
After reviewing the available information, we will determine the appropriate resolution based on the circumstances and applicable law.
7. Products That Appear Defective
If you believe a product is defective, contact us before returning or disposing of it.
We may request information such as:
- Photographs
- Video
- Description of the problem
- Order number
- Product details
- Information about how the issue occurred
Depending on the circumstances and applicable rights, an approved resolution may include:
- Replacement
- Refund
- Other appropriate remedy
Nothing in this section is intended to limit mandatory consumer rights that cannot legally be excluded.
8. Incorrect Products
If you receive a product that does not match the item listed in your order confirmation, contact us promptly.
Please provide:
- Order number
- Name of the product ordered
- Clear photographs of the item received
- Product label where applicable
- Packaging photographs where useful
- Shipping label where useful
After the issue has been reviewed, we will provide appropriate instructions and, where applicable, a suitable resolution.
9. Missing Products or Quantities
If something appears to be missing from your order, first check whether the order was divided into more than one shipment.
Some orders may be fulfilled separately and may have multiple tracking numbers.
If:
- No additional shipment is shown; or
- All shipments have been delivered and an item is still missing,
please contact:
Provide your order number and identify the missing product or quantity.
We will review the available order and fulfillment information.
10. Return Shipping Responsibility
Where the customer is responsible for returning a product, we recommend using a trackable shipping service.
Please keep:
- Shipping receipt
- Tracking number
- Proof of postage
A return cannot normally be confirmed as received until it reaches the return location specified in our instructions.
Products should be packaged appropriately to reduce the risk of damage during return transportation.
Customers should not arrange return shipping before receiving the applicable return instructions.
11. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return and the applicable circumstances.
For an ordinary approved change-of-mind return, the customer may be responsible for return shipping costs.
Where the return is the result of a verified issue attributable to zoustack, such as:
- Incorrect product
- Damaged product
- Defective product
- Missing item
- Other qualifying fulfillment issue
the applicable return procedure and shipping arrangement will be determined after the issue is reviewed.
Any rights provided by mandatory consumer law remain unaffected.
12. Inspection of Returned Products
Returned products may be inspected before a refund is approved.
The inspection may review:
- Product identity
- Product condition
- Included accessories
- Included components
- Quantity
- Packaging where relevant
- Whether the product meets the applicable return conditions
Delivery of a returned parcel to the designated return location does not automatically mean that the return has been approved for a refund.
If additional information is required after inspection, customer service may contact you.
13. Refund Approval
A refund will normally be considered after an eligible return has:
- Been received at the designated return location;
- Been reviewed or inspected where applicable; and
- Been approved under this policy.
For issues such as damaged, defective, incorrect, or missing items, the review process may differ depending on the circumstances.
Refund eligibility may also be affected by applicable consumer protection law.
14. How Refunds Are Issued
Approved refunds are generally issued to the original payment method used for the purchase.
Depending on the original transaction, this may include:
- Visa
- Mastercard
- PayPal
- Apple Pay
- Google Pay
Where circumstances or applicable law require a different refund method, another arrangement may be used.
15. Refund Processing Time
After a refund has been approved, we aim to process it within approximately 7 business days.
This refers to the time required for zoustack to process the approved refund from our side.
After the refund has been issued, additional time may be required by:
- Your bank
- Card issuer
- Payment provider
- Payment network
- Digital wallet provider
The exact time required for refunded funds to appear in your account may vary depending on the financial institution or payment service involved.
zoustack does not control third-party processing times after the refund has been issued by us.
16. Original Shipping Charges
Original shipping charges are generally not refundable for ordinary change-of-mind returns unless:
- Applicable law requires otherwise; or
- The refund is related to a verified issue attributable to zoustack.
Where applicable, the amount eligible for refund will be determined based on the circumstances of the order and return.
17. Situations Where a Return May Be Refused
Subject to applicable law, a return may be refused, or the refundable amount may be affected, where:
- The product has been materially used beyond reasonable inspection
- The item was damaged after delivery
- The product has been altered or modified
- Essential parts or accessories are missing
- The returned product does not match the original order
- The product cannot reasonably be identified as belonging to the relevant order
- The item was used contrary to relevant instructions
- The product was returned to an unauthorized address
- Return instructions were not followed
- The return does not meet the conditions described in this policy
Any review will take into account the circumstances of the individual return and applicable law.
18. Unauthorized Returns
Sending a package without contacting us first may prevent the return from being properly identified or processed.
An unauthorized return may also be sent to a location that is not equipped to receive customer returns.
For this reason:
Always contact service@zoustack.com before returning a product.
We will provide the relevant instructions if the return is eligible.
19. Returned Products Lost in Transit
Where the customer is responsible for arranging return shipping, zoustack cannot normally confirm receipt of the return until the parcel reaches the designated return location.
For this reason, we recommend:
- Trackable shipping
- Retaining proof of postage
- Keeping the tracking number
- Using protective packaging
If a return shipment is lost before reaching the designated return location, the available resolution may depend on the shipping service used and the circumstances involved.
20. Incorrect Return Address
If a customer sends a return to the wrong location, processing may be delayed or may not be possible.
This includes packages sent to:
- The registered business address without authorization
- The original sender address on a parcel
- A logistics facility not designated for returns
- An address found independently online
- Any address not provided in the applicable return instructions
Please obtain the correct return instructions from customer service before shipping anything.
21. Refund Delays After Issuance
If zoustack confirms that a refund has already been issued but you do not yet see the funds in your account, please allow for your bank or payment provider's processing period.
If the expected processing period has passed, you may wish to contact:
- Your bank
- Card issuer
- PayPal
- Apple Pay-related payment provider
- Google Pay-related payment provider
- Other applicable financial institution
They may be able to provide additional information about the status of the refund.
22. Consumer Protection Rights
Nothing in this Return & Refund Policy is intended to remove, limit, waive, or exclude rights that cannot lawfully be excluded.
Depending on where you live, mandatory consumer protection laws may provide additional remedies concerning products that are:
- Defective
- Damaged
- Incorrectly supplied
- Materially different from their description
- Otherwise subject to mandatory consumer guarantees or protections
Where mandatory law provides stronger rights than the terms of this policy, the applicable legal requirement will take priority.
23. Changes to This Policy
We may update this Return & Refund Policy when reasonably necessary to reflect changes in:
- Store operations
- Fulfillment arrangements
- Return procedures
- Customer service processes
- Payment or refund procedures
- Legal requirements
- Business practices
The current version will be published on this page.
Where appropriate, the Last Updated date will also be revised.
24. Return and Refund Support
If you need help with:
- Return eligibility
- Damaged products
- Defective products
- Incorrect items
- Missing items
- Return instructions
- Refund status
- Refund processing
please contact our customer service team.
Business and Customer Service Information
Store Name:
zoustack
Operating Company:
Henan Wanshanghui Technology Co., Ltd.
Legal Representative:
He Jianfeng
Company Type:
Limited Liability Company
Registered Address:
China, Henan Province, Zhengzhou City, Xinzheng City, Mengzhuang Town, Chenghouma Village, South Side of Yuanmeng Highway, Hengsheng Changtai Logistics Park, Comprehensive Building, 1st Floor, East Side, Room 01
Customer Service Email:
service@zoustack.com
Customer Service Phone:
+1 310-390-9543
Customer Service Hours:
9:00 AM – 6:00 PM Pacific Time
Important Return Address Notice
The registered company address above is provided for business identification and transparency.
It is not automatically the return address.
Customers must contact customer service and receive the applicable return instructions before sending any product.
zoustack is operated by Henan Wanshanghui Technology Co., Ltd.