Return and refund policy

COMPANY NAME: Hangzhou Zhentebie E-Commerce Co., Ltd.

COMPANY ADDRESS: Room 1707, Building 2, Wealth Finance Center, Shangcheng District, Hangzhou City, Zhejiang Province

Contact Phone Number: +1(803)654-2885

Zippyoak® Return & Refund Policy

At Zippyoak®, we want you to shop for your gardening tools and outdoor essentials with confidence. This Return & Refund Policy explains how returns, exchanges, damaged items, and refunds are handled.

1. Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition as received

  • The product must be unused and undamaged

  • All original parts, accessories, manuals, and components must be included

  • The item must be returned in its original packaging

  • A receipt or proof of purchase is required

Gardening tools that show significant signs of outdoor use, soil contamination, modification, misuse, or damage caused after delivery may not qualify for return.

2. How to Start a Return

To request a return, please contact us at:

service@zippyoak.com

When contacting us, please include:

  • Your order number

  • The product name

  • The reason for your return

  • Photos of the product if the item is damaged, defective, or incorrect

If your return request is approved:

  • We will provide a return shipping label, when applicable

  • You will receive detailed instructions explaining how and where to send your package

Important

Products sent back without first contacting Zippyoak® and receiving return authorization may not be accepted.

If you have any questions regarding your return, please contact:

service@zippyoak.com

3. Damages & Issues

Please inspect your Zippyoak® order as soon as it arrives.

If your gardening tool, watering accessory, pruning tool, irrigation product, or other item arrives:

  • Damaged

  • Defective

  • Missing parts

  • Incorrect

  • Significantly different from what you ordered

Please contact us as soon as possible so our customer support team can evaluate the issue and provide an appropriate solution.

For damaged or defective products, we may request clear photographs of:

  • The product

  • The damaged area

  • The original packaging

  • The shipping label

This information helps us resolve your issue more efficiently.

4. Exceptions / Non-Returnable Items

Certain products or conditions may not qualify for return, including:

  • Customized or personalized products

  • Products that have been modified or altered after delivery

  • Gardening tools showing excessive wear or damage caused by improper use

  • Products returned with missing components or accessories

  • Products that cannot be safely resold due to contamination or improper storage

  • Hazardous materials, flammable liquids, gases, or restricted products

  • Original shipping fees paid at checkout, unless otherwise required by law

We may also not accept returns on:

  • Final-sale items

  • Gift cards

If you are unsure whether your Zippyoak® product qualifies for a return, please contact us before sending it back.

5. Exchanges

The fastest way to receive a different Zippyoak® product is to:

  1. Request a return for the original item

  2. Return the item according to the instructions provided

  3. Once the return is accepted, place a new order for the replacement product

This process helps ensure the product you want remains available and can be shipped without unnecessary delays.

6. European Union – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days, without providing a reason, subject to applicable consumer protection laws.

To qualify:

  • The product must be unused and in substantially the same condition in which it was received

  • All original components and accessories should be included

  • The item should be returned in its original packaging where reasonably possible

  • Proof of purchase is required

This right applies independently of our standard 30-day return policy where required by applicable law.

7. Refunds

Once we receive and inspect your returned Zippyoak® product, we will notify you regarding the status of your refund.

If your return is approved:

  • The refund will be issued to your original payment method

  • Please allow up to 10 business days for the refund to be processed after approval

Please note that your bank, credit card provider, or payment service may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

service@zippyoak.com

8. Return Shipping

A return request must be approved by Zippyoak® before any product is shipped back.

When applicable, we will provide:

  • A return shipping label

  • The authorized return destination

  • Packing instructions

  • Any additional return requirements

Please do not send products to an address found on the original shipping package unless our customer support team specifically instructs you to do so.

Unauthorized returns may not be processed.

Zippyoak® Return Commitment

We want every Zippyoak® customer to feel confident when purchasing gardening tools and outdoor-care essentials from us.

Our return process is designed around:

✔ Clear return instructions
✔ Responsive customer support
✔ Fair handling of damaged or defective products
✔ Straightforward refund processing
✔ Reliable service from purchase to after-sales support

Zippyoak®
Tools Made for Better Growing.

Return ADDRESS: Room 1707, Building 2, Wealth Finance Center, Shangcheng District, Hangzhou City, Zhejiang Province

For return or refund assistance:

service@zippyoak.com