At Z3 Pro, we stand by the quality and performance of our sleep technology. If you experience any functional issues with your purchase, our 60-Day Guarantee ensures you are supported every step of the way.
To be eligible for a return or exchange, requests must be submitted within 60 days of receiving your item. Please read our complete policy details below.
1. Return Eligibility & Guidelines
- Functional Defects: Returns and refunds are granted for items proven to have manufacturing or functional defects.
- Condition & Packaging: To qualify for a return, your item must be sent back in its original packaging along with all included accessories (charging cable, unused patch packs, and user manuals).
- Change of Mind: We do not offer standard refunds for simple change of mind. Special consideration may be granted under exceptional circumstances at our discretion.
- Proof of Purchase: A valid order number, receipt, or proof of purchase is required to process all returns.
2. Non-Returnable Items
For health, hygiene, and safety reasons, certain categories of products cannot be returned once opened or used:
- Opened/Used Conductive Hydrogel Patch Refills (Sanitary/Personal Care item)
- Gift Cards
- Custom-made or promotional clearance items
- Downloadable software or digital media
3. Order Cancellations
We process orders rapidly to ensure fast worldwide delivery.
- Cancellation Window: Order cancellations or address modifications are only accepted within 60 minutes of placing your order (full-priced items only).
- How to Cancel: If you need to cancel, email [email protected] immediately with your order number and “CANCEL ORDER” in the subject line. Once an order enters warehouse fulfillment after the 60-minute window, it cannot be canceled.
4. Exchanges (Defective or Damaged Items)
We replace items that arrive defective or damaged during shipping. If you need to exchange your Z3 Pro for a replacement unit of the same model:
- Contact us at [email protected] with your order details.
- Attach a brief photo or video demonstrating the defect or damage.
- Our team will review your claim and guide you through the replacement process.
5. How to Initiate a Return & Refund Process
- Submit Your Request: Email our customer support team at [email protected] with your proof of purchase and a description/photo of the product issue.
- Inspection: Once your returned package is received and inspected at our warehouse, we will send you an email confirmation. We will also notify you of the approval or rejection of your refund.
- Refund Issue: Approved refunds will be processed automatically back to your original payment method (credit card, PayPal, etc.) within 5–10 business days, depending on your bank’s processing times.
6. Return Shipping & Important Notes
- Shipping Responsibility: Customers are responsible for paying their own return shipping costs. Initial and return shipping fees are non-refundable. If a refund is granted, any non-standard shipping costs incurred will be deducted from your total.
- Trackable Shipping: If you are returning an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of un-tracked returned packages.
- Final Processing: Refunds are only issued once the returned package arrives at our facility and passes physical inspection.
Late or Missing Refunds
If you were approved for a refund but have not seen it post to your account:
- Re-check your bank or credit card statement.
- Contact your credit card provider; it often takes 3–5 business days for pending credits to officially post.
- Contact your bank directly, as processing delays vary by institution.
- If you have completed these steps and still have not received your refund, please reach out to us at [email protected].