Refund policy
Shop risk-free: 90-day money-back guarantee
Love your ZAPRAID set or get your money back — you have 90 days from delivery. Here's how it works.
How to start a return
Email us at support@zapraid.com with your order number before sending anything back. We'll reply with the return address and instructions. Parcels sent without a return authorisation, or to the wrong address, cannot be accepted or refunded.
90-day money-back guarantee
Within 90 days of delivery you can return items that are unused, complete and in their original packaging. Return shipping is paid by you; we recommend a tracked service, as items lost on the way back to us are your responsibility until we receive them. Once we receive and check the return, we refund the price of the returned items. This guarantee is a commercial commitment in addition to your legal rights.
Right of withdrawal (customers in the EU and the UK)
If you live in the European Union or the United Kingdom, you can also withdraw from your purchase within 14 days of delivery without giving a reason. Tell us clearly by email (you may use the model form in our Terms of Service) and send the items back within 14 days of telling us.
- Return costs are paid by you, unless the item is faulty or not as described.
- We refund the price paid and the standard delivery cost (delivery is free).
- We may reduce the refund to reflect any loss in value caused by handling the items beyond what is needed to check them (for example signs of use, missing parts or packaging).
- We refund within 14 days of receiving the items back, or of receiving proof that you sent them, whichever is sooner.
Damaged, faulty or incorrect items
Please check your order on arrival and contact us within 7 days of delivery with photos of the item and the packaging, so we can solve it quickly. After review we'll send a replacement or issue a refund. In most cases you won't need to send the item back. Your statutory rights are not affected: customers in the EU and the UK keep their legal guarantee for goods that are faulty or not as described (in Portugal, 3 years from delivery).
Free gifts
Free gifts are linked to the pack you bought. Digital gifts (Mission Pack, Tournament Kit) cannot be returned. If you return part or all of an order, any physical free gift that is no longer earned (Glow Party Pack) must be returned unused with the items, or its listed value will be deducted from your refund.
Shipping Protection
Shipping Protection is a service that is completed once your order ships, so it is not refundable unless the whole order is cancelled before shipping.
Refunds
Approved refunds are issued to your original payment method. Your bank may take a few more days to show it.
No exchanges
We don't offer direct exchanges. Return the item as above and place a new order.
Before opening a dispute
Please contact us first at support@zapraid.com — we reply within 24 hours on business days and solve almost every issue faster than a bank dispute.