Return and Refund Policies

RETURN AND REFUND POLICY

Last Updated: December 2024

At ZBIOME, we want you to be completely satisfied with your purchase. We offer two distinct policies to accommodate different customer needs:

1. STANDARD RETURN POLICY (All Channels)

We have a 30-day return policy for unopened and unused products, which means you have 30 days after receiving your item to request a return.

Eligibility Requirements:
- Item must be in the same condition that you received it
- Product must be sealed and unopened
- Must be unworn or unused, with tags, and in its original packaging
- You must have the receipt or proof of purchase

How to Initiate a Return:
To start a return, contact us at hello@zbiomehealth.com with your order number and reason for return.

Return Shipping:
If your return is accepted, we'll send you a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.

Returns should be sent to:
Smart Horizons LLC
Attn: ZBIOME Returns
7144 N Harlem Ave Unit 104
Chicago, IL 60631

Refund Processing:
Once we receive and inspect your return, we'll notify you of the approval status. If approved, you'll be automatically refunded on your original payment method within 10 business days. Shipping charges are non-refundable.

2. MONEY-BACK SATISFACTION GUARANTEE (Direct Website Purchases Only)

For customers who purchase directly from zbiomehealth.com and have used our products as directed, we offer a Money-Back Satisfaction Guarantee.

Eligibility Requirements:
- Purchase must be made directly from zbiomehealth.com (not available for Amazon, retail stores, or third-party seller purchases)
- Product must have been used as directed for a minimum of 30 days
- Customer must complete our Reimbursement Form in its entirety
- Limited to one (1) refund per customer per product
- Must provide proof of purchase (order number and receipt)

What's Included in Your Refund:
- Full product price refund
- Shipping, delivery, and handling charges are non-refundable and will be deducted from your refund amount

No Product Return Required:
Unlike our standard return policy, you do not need to return the product to receive your satisfaction guarantee refund.

Mutual Agreement Requirement:
Our Money-Back Satisfaction Guarantee operates as a mutual satisfaction agreement between you and ZBIOME. When you receive a refund under this program:
- You agree that the transaction is resolved to mutual satisfaction
- You agree not to post reviews or ratings specifically about this refunded transaction on any platform (Amazon, Google, social media, review sites, etc.)
- This applies only to the specific transaction being refunded, not to any future purchases
- You may still provide private feedback directly to our customer service team
- This agreement ensures fairness: customers who keep products and leave reviews do so without receiving refunds, while customers who receive refunds agree to transaction neutralization

How to Request Your Satisfaction Guarantee Refund:
1. Download and complete the Money-Back Guarantee Reimbursement Form (available at zbiomehealth.com/refund-form)
2. Email the completed form with required documentation to hello@zbiomehealth.com with subject line "Refund Request - [Your Order Number]"
3. Our team will review your submission within 3-5 business days
4. Upon approval, refunds are processed within 10-14 business days to your original payment method

GENERAL PROVISIONS

Damages and Issues:
Please inspect your order upon receipt and contact us immediately at hello@zbiomehealth.com if the item is defective, damaged, or if you receive the wrong item, so we can make it right.

Non-Returnable Items:
Certain items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalized products
- Personal care goods opened or used (for health and safety reasons)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards

Exchanges:
The fastest way to ensure you get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period:
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. Your item must be in the same condition as received: unopened, unused, with tags, and in original packaging. Receipt or proof of purchase required.

Questions?
Contact our customer service team at hello@zbiomehealth.com. We're here to help!