About our return policy
Both Ezon and commercial sellers on https://ezon-shop.com offer returns for most products within 30 days of receipt of shipment. The current conditions can be found on this page.
Advanced information about returns:
Note. We will issue a refund for products shipped by Ezon if the return is processed within 14 days and confirmed by an automated email. You may see the refund on your bank or credit card statement for a maximum of 7 days after receiving the refund. In certain circumstances, refund timelines may be longer. Please see our refund help page for more information.
This does not limit your statutory right of withdrawal in any way. Details of your statutory right of withdrawal can be found in the Terms of Sale . Information about your right of withdrawal for Marketplace sellers can be found in their Returns Policy .
right of return
We strive to ensure that every customer is satisfied with their purchase. If the item you purchased does not meet your expectations or is defective, we guarantee a refund at no additional cost to you.
Return conditions:
Reasons for return: We accept the return of goods if:
The item is damaged or defective.
The goods do not match the description on the website (e.g. differences in properties, color, size).
Return period: You can return the goods within 30 days of receipt if they meet any of the above conditions.
Refund procedure:
Contact our customer service via the form on the website or by phone.
A description of the problem with the product (photo of the defect or non-conformity with the description) can speed up the return process.
No additional costs for return: We will cover all costs for returning the product if it is found to be damaged or does not meet the stated specifications.
Returns for other reasons: In case of return for reasons other than defects or non-conformity with the description (e.g. if the item does not fit, is not liked or was ordered in error), all return shipping costs will be borne by the buyer.
Return conditions:
The goods must be returned in their original packaging and in the condition in which they were received and must not show any signs of use.
When returning an item, we will check the condition of the item and if it meets our conditions, the return will be processed as quickly as possible.
Refund: Once the return is confirmed, the refund will be transferred to your account within 7 business days.
If you have any questions or problems with your return, please do not hesitate to contact our support team. We are always ready to help you!
Please use our Returns Support Center to return your goods.
Note. Please note that you must return each item in the same condition that you received it. This means that new items must be returned new, unused and complete. Used items must not have any additional signs of wear or damage.
The same exclusions apply to our return guarantee as to the right of withdrawal. Therefore, the following products cannot be returned under the return guarantee (unless they are defective):
Goods which cannot be returned for health or hygiene reasons and whose packaging has been removed after delivery or which, due to their nature, have been inseparably mixed with other products after delivery.
Audio or video recordings or computer software in sealed packages where the seal has been removed after delivery.
Goods that have been manufactured according to customer specifications or are specifically tailored to personal needs, in particular personalized products.
Products that can spoil quickly or whose shelf life can quickly be exceeded.
Note. Please note that returned goods must be in the same condition in which you received them (see Return Policy). This means that new goods must be returned in the same condition in which you received them from ezon (including all accessories).
Erroneous returns
When returning, please ensure that you include the correct and complete item. You must return the correct item to receive a refund.
If you have accidentally sent an incorrect item to Ezon, please contact customer service as soon as possible as EZON does not retain incorrectly sent items. Ezon cannot guarantee that your item will be found and returned and no compensation will be provided for items incorrectly sent to EZON.
deletion of personal data
If you return goods for any reason, you must do so under the same conditions under which you received them from EZON. In this regard, you must completely delete, remove and destroy all personal data relating to you and/or third parties that is on the same item, and you must also unblock all accounts associated with the same item. If you do not do so, you will be solely responsible for any data loss that may occur. You must remove from the returned item and from the box in which it is located all items that do not belong to the returned item that you originally received in our store. We will not be liable for any such items that you inadvertently leave in the returned goods or in the box containing the returned goods. You agree that the returned goods become the property of EZON and that EZON has the right to sell them to third parties at its sole discretion.
Note. EZON SHOP may sell certain products in unsealed boxes, e.g. because we receive them that way. If you return these products to EZON, you must return them in the same condition in which you received them, without any stamp, otherwise you may be held liable for data breach or other adverse consequences.