Refund policy

PICKUP ERROR

In the event of an error made by Ziran on your order, you must immediately contact us by email at info@ziran.ca. Naterro will send a return label to the customer for returning the merchandise. The customer must return the product promptly in perfect condition for resale, duly sealed and accompanied by a copy of the invoice corresponding to the purchase. Ensure good return packaging (ideally the original box) to limit any damage during transport. The return authorization number must be clearly indicated on the packaging. Ziran undertakes to pay the transport costs for the return of the product and the return of the conforming product ordered. No shipment of the compliant product will be made by Ziran before receipt of the product sent by mistake to the customer.

DAMAGED PRODUCT

To obtain an exchange for an item damaged in transit, the customer must contact Ziran at info@ziran.ca mentioning the order number and providing photos of the product as received from the carrier.

EXCHANGE AND REFUND

No product opened or whose seal is broken, pierced or damaged will be accepted for exchange or refund, without prior agreement between the customer and Ziran. The customer has thirty (30) working days from the date of receipt recorded by the carrier to request a return authorization. Any return request must be made to Ziran by emailing info@ziran.ca. The return of the goods is made at the expense of the customer. The return authorization number must be clearly written on the shipment. The products must be returned to Ziran in perfect condition for resale, in their original condition, duly sealed and accompanied by a copy of the invoice corresponding to the purchase. Return of products must be by a registered carrier, providing a tracking number and insurance for the value of the product.

In the event of a refund, the amount paid for products and taxes will be credited to the customer's original payment method within 48 hours of receipt of the package by Naterro. Confirmation will be emailed to the customer. Signing up for the credit card statement can be done within 48 to 72 hours of reimbursement by Ziran. No delivery charges will be credited.

For all orders returned to Ziran from abroad, taxes and customs fees will be charged upon entry into the country. The customer will be required to pay the customs fees and taxes required. The amount of these taxes will be deducted from the refund.

In the event of an exchange of a product, the customer will have to pay the delivery costs for sending the product to Ziran.

IN CASE OF REFUSAL OR NON-CLAIM OF THE PACKAGE

In the event that a package is not claimed by the customer, it will automatically be returned to Ziran by the carrier. Packages refused by the customer during delivery are also returned to Ziran. The customer must contact Ziran to obtain a refund, according to the conditions set out in the “Exchange and refund” section. Depending on the reason for the refusal or non-complaint of the package, the return costs billed by the carrier may be charged to the customer. In the case of free delivery, Ziran reserves the right to charge these costs to the customer who refused or did not collect the package from the carrier.

MODIFICATION OF AN ORDER

The customer who wishes to modify a confirmed and paid order must contact Ziran as soon as possible at info@ziran.ca. The email must clearly and clearly contain the order number as well as the request for modification. If the order has already been processed and shipped, no changes can be made. Naterro will notify the customer by providing a response to the email.

CANCELLATION OF AN ORDER

A full refund will be made for a customer who wishes to cancel an order if it has not already been processed by Naterro. You should therefore contact Ziran as soon as possible at info@ziran.ca, mentioning the order number. No cancellation can be made for all orders shipped and delivered to the carrier. Naterro will notify the customer by providing a response to the email. If it is too late to cancel, refer to the rejection section of the package.