Information about returns, refunds, eligibility, and the process for sending an order back.
Last updated: March 11, 2026
This Return and Refund Policy applies to purchases made from Zerano. SPYKO LIMITED, trading as Zerano ("Zerano", "we", "us", or "our"), aims to make the return process clear and fair while protecting both our customers and our business operations.
This Policy does not limit or exclude any rights you may have under applicable consumer protection law. If you are entitled to stronger rights under the law of your country of residence, those rights will apply.
Return Window
We accept eligible return requests made within 15 days of delivery.
This 15-day return window applies to change-of-mind returns, including cases where the item does not fit or the customer wishes to exchange for another size or product.
Return Eligibility
To be eligible for a return, the item must be:
- in the same condition in which you received it;
- unworn, unused, and unwashed;
- with all original tags attached;
- in its original packaging; and
- accompanied by proof of purchase, such as your order confirmation or receipt.
We may refuse a return or apply a reduced refund where the item shows signs of use or handling beyond what is reasonably necessary to inspect it, to the extent permitted by applicable law.
How to Start a Return
To request a return, please email us at returns@thezerano.com and include:
- your order number;
- your full name and contact details;
- the item(s) you want to return;
- whether you are requesting a refund or reporting a defect / issue; and
- photos, if the item is defective, damaged, or incorrect.
Please do not send any item back without contacting us first and receiving return instructions. Returns sent without prior authorization may be refused.
If your return request is approved, we will send you the correct return instructions, including the applicable return address and, where relevant, return-shipping instructions or a return label.
Change-of-Mind Returns
If you change your mind after receiving your order, you may request a return within 15 days of delivery, provided the item meets the return conditions above.
For change-of-mind returns, including cases where the item does not suit your preferences, return shipping costs are the responsibility of the customer, unless we state otherwise or applicable law requires otherwise.
Original shipping charges are non-refundable for change-of-mind returns, except where applicable law requires reimbursement.
Size and Fit Returns
If an item does not fit, this is treated as a change-of-mind return. The same conditions and rules apply, including the 15-day return-request window and customer responsibility for return shipping costs unless applicable law provides otherwise.
We encourage customers to review product sizing information carefully before placing an order.
Exchanges
Because stock changes quickly, we cannot guarantee that the same item in another size or color will still be available by the time your return is received.
For that reason, the fastest option is usually to request an approved return for the original item and place a new order separately for the desired replacement item, subject to availability.
Defective, Damaged, Incorrect, or Non-Conforming Items
Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, incorrect, or otherwise not in conformity with your order, please contact us as soon as reasonably possible at returns@thezerano.com and include clear photos of the issue where possible.
If your claim is confirmed, we will provide an appropriate remedy in accordance with applicable law and the circumstances of the case. Depending on the situation, this may include a replacement, repair, price reduction, or refund.
Where a return is required for an approved defective, damaged, incorrect, or non-conforming item, we will cover reasonable return shipping costs or provide return instructions at our expense.
Order Cancellations
If you need to cancel an order, please contact us immediately. If your order has not yet been processed or dispatched, we may be able to cancel it.
Once an order has been processed or shipped, cancellation may no longer be possible before delivery. However, this does not affect any statutory right you may have to cancel or withdraw after delivery under applicable law.
European Union and United Kingdom Consumer Cancellation Rights
If you are a consumer in the European Union or the United Kingdom, you generally have the legal right to cancel your order within 14 days after the day you receive your goods, without giving any reason, subject to any lawful exceptions.
To exercise this right, you must notify us within that 14-day period by emailing returns@thezerano.com. After notifying us, you must send the goods back within 14 days of telling us you wish to cancel.
If you exercise a valid statutory cancellation right, we will reimburse the amount paid for the returned goods and, where required by law, the standard outbound delivery cost for that order. We are not required to reimburse any supplementary charge for express or upgraded delivery beyond our least expensive standard delivery option.
Unless expressly stated otherwise, customs duties, import taxes, clearance fees, or similar charges applicable to your order are the responsibility of the customer and are not included in the product price or shipping charge paid at checkout.
Unless the goods are faulty, damaged, incorrect, or we have agreed otherwise, the cost of returning the goods under a change-of-mind or statutory cancellation return is your responsibility if this Policy has informed you of that obligation.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first.
Non-Returnable Items
Certain items are non-returnable where permitted by applicable law, including:
- personalized or custom-made items;
- perishable goods;
- sealed goods that are not suitable for return for health protection or hygiene reasons once opened;
- gift cards; and
- any other items that are expressly exempt from return or cancellation rights under applicable law.
Refunds
Once the returned item has been received and inspected, we will notify you whether your return and refund have been approved.
If approved, refunds are issued to the original payment method, unless otherwise required by law or expressly agreed otherwise.
For standard returns, we aim to process approved refunds as soon as reasonably possible after receipt and inspection of the returned item, and typically within 10 business days. Please note that your bank, card issuer, or payment provider may need additional time to post the refund.
Where a different refund timeline applies under mandatory law, that legal timeline will apply instead.
Failed Delivery, Refused Parcels, and Uncollected Packages
If delivery cannot be completed due to circumstances attributable to the customer, such as an incorrect or incomplete shipping address, refusal of delivery, repeated failed delivery attempts, recipient unavailability, or failure to collect the parcel from a pickup point or parcel depot, the shipment may be returned, stored, or treated as undeliverable by the carrier. In such cases, any refund or re-shipment may be subject to deduction of costs incurred as a result, including original shipping charges, return-to-sender charges, storage fees, customs-related charges, handling fees, and other courier-related costs, to the extent permitted by applicable law.
Contact
If you have any questions about this Return and Refund Policy, please contact us at returns@thezerano.com.
SPYKO LIMITED, trading as Zerano
returns@thezerano.com
+15126014131
74-78 Stanley Street, Central, Hong Kong Island, Hong Kong SAR
Company number: 78962963
