Refund policy

Orders over USD 200 qualify for free shipping. Import duties and taxes are not included unless explicitly stated.

At Zaylli, we want to keep things simple and clear.

1. Return Window

For orders purchased directly from the official Zaylli website, you may request a return within 30 days after delivery.

To be eligible for a return, the item must:

  • be in good condition

  • include all original accessories and packaging

  • not show signs of misuse, abnormal wear, or intentional damage

2. Non-Quality-Related Returns

If you simply change your mind, you may request a return within the 30-day return window.

In this case:

  • return shipping is the customer’s responsibility

  • original shipping charges, if any, are non-refundable

  • Unless explicitly stated at checkout, import duties, VAT/GST, sales tax, and other government-imposed charges are not included in the order total and are non-refundable once paid to the relevant authority or carrier.

ⓘFor hygiene and safety reasons, products that come into direct contact with skin are not eligible for return or exchange once opened, unless they are confirmed to have a quality defect. This applies to LYRÖ MX Over-ear Ear Pad and UltraVent™ Ear Pads.

3. Quality-Related Issues

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • your order number

  • a short description of the issue

  • clear photos or videos

If the problem is confirmed, Zaylli will provide a suitable solution, such as replacement parts, replacement, partial refund, or full refund depending on the case.

4. Order Cancellation or Changes

Orders can only be canceled or changed before shipment.

Once an order has been shipped, it can no longer be canceled or modified. If needed, you may request a return after delivery under this policy.

5. Refunds

Refunds will be processed after the returned item is received and inspected.

If approved, the refund will be sent to the original payment method. Please allow 3–7 business days for the refund to appear, depending on your payment provider.

6. Shipping, Duties, and Taxes

Zaylli offers free shipping on eligible orders over USD 200.

Unless otherwise clearly stated, import duties, VAT, GST, sales tax, customs clearance fees, and other destination-country charges are not included and are the customer’s responsibility.

If a package is refused because import charges are unpaid, any resulting shipping, customs, handling, or return costs may be deducted from the refund.

7. How to Request a Return

Please contact us at:
support@zaylli.com

Include:

  • your order number

  • the item(s) you want to return

  • the reason for the return

  • photos or videos if there is a quality issue

Please do not return any item without contacting us first.

8. Other Sales Channels

This policy applies only to purchases made directly through the official Zaylli website.

Orders placed through Kickstarter, PledgeBox, or other external channels may be subject to different policies, depending on the rules and terms of those platforms.

Please also note that the official Zaylli website is currently Zaylli’s only official sales channel. If we open any additional official sales channels in the future, we will announce them through our website or official communications.

9. Contact

For return or refund support, please contact:
support@zaylli.com