Return Policy

1. Our Commitment

We stand behind the quality of Equinox Essentials. If you are not fully satisfied with your purchase, we offer a straightforward return and refund process. Your consumer rights under applicable law are always upheld.

2. Return Eligibility

To be eligible for a return and refund, the following conditions must be met:

• The return request is submitted within 30 calendar days of the delivery date recorded by the courier.
• The product is in its original packaging (opened products are accepted for return within the 30-day window).
• The product seal has not been tampered with in a way suggesting misuse or damage beyond reasonable inspection.
• The product has not been subjected to misuse, neglect, or improper storage conditions.
• Proof of purchase (order confirmation email or order number) is provided with the return request.

3. Non-Returnable Items

The following are not eligible for return or refund:

• Products returned more than 30 days after the delivery date.
• Products that have been materially damaged due to customer misuse or improper storage.
• Orders where a return has already been processed previously for the same item.

4. How to Initiate a Return

1. Contact our support team at touch@zephyroxttdrex.world with the subject line "Return Request – [Your Order Number]".
2. Include your full name, order number, delivery address, and a brief description of the reason for the return.
3. Our team will respond within 3 business days with return authorization and shipping instructions.
4. Package the product securely and ship it to the return address provided in our response.
5. We recommend using a tracked shipping service for your return. Return shipping costs are the responsibility of the customer, except in cases where the product was defective or an error was made on our part.

5. Damaged or Defective Products

If you receive a product that is damaged, defective, or materially different from what was described, we will cover the return shipping cost and issue a full refund or send a replacement at your request. Please contact us within 14 days of receipt and include photographs of the damage or defect where possible.

6. Refund Processing

• Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund.
• Approved refunds will be applied to the original payment method within 7–10 business days of approval.
• Refunds cover the product price only. Original shipping and handling charges are non-refundable unless the return is due to our error or a defective product.
• If you have not received your refund within the stated timeframe, please first check with your bank or card provider, as processing times may vary. Then contact us if the issue persists.

7. EU and UK Consumer Rights

If you are an EU or UK consumer, you have a statutory right of withdrawal for distance purchases. You may withdraw from your order within 14 days of receiving the product, without providing any reason. To exercise this right, notify us in writing within this period (see Section 4 above). Upon exercising the right of withdrawal, we will refund the full order value including standard delivery charges within 14 days of receiving the returned product.

Your statutory consumer rights are not affected by this Return Policy and remain fully applicable.

8. Exchanges

We do not currently offer direct product exchanges. If you wish to exchange a product, please initiate a return request and place a new order separately.

9. Contact

For all return and refund enquiries, please contact our support team:

Zephyroxttdrex
1000 Market St, San Francisco, CA 94102, United States
Email: touch@zephyroxttdrex.world

We aim to respond to all enquiries within 3 business days (Monday–Friday, excluding US public holidays).