Refund policy

SZERO® Edge is committed to customer satisfaction and provides a 15-day Money Back Guarantee and a 15-day Product Quality Guarantee for our valued customers.

15-Day Money Back Guarantee

Customers may request a refund or exchange within 15 calendar days from the date of delivery, subject to the following conditions:

  1. A video must have been taken when the courier delivered the package, and this video must be emailed to hello@emszero.com at the time you request the return.
  2. If the package has been opened, an unboxing video must also be emailed at the time you request the return.
  3. The return must be initiated by the customer within the specified 15 day period.
  4. The item must be returned in its original packaging and unused, in the same new condition as it was received.
  5. All gifted or complimentary items must be returned together with the main unit.
  6. The customer is responsible for arranging return shipping and covering its expenses.
  7. PayPal transaction fees are non-refundable, and customs fees for international orders will be deducted from the refund.
  8. Upon fulfilling the criteria, a refund or exchange will be issued within 15 business days after the item is received, depending on the customer’s preference.
  9. For returns not associated with product quality issues, a processing fee ranging from 3% to 15% of the refund amount will be applied. This fee does not include shipping costs and is levied to cover the administrative and financial expenses incurred during the refund transaction process. This is particularly pertinent for high-value orders, which generally entail greater handling and transactional overheads. Additionally, for non-quality related returns, the customer shall bear all associated shipping costs.
 

7-Day Shipping Insurance/Product Quality Guarantee

Customers may request a free replacement if the product is defective, broken, or if they received the wrong item within 7 days of delivery. To avail of this guarantee, customers must report the issue and submit a video demonstrating the defect or quality issue.  If customer support requests a live video meeting, the customer must comply to show and test the product by a licensed zoom meeting.

In addition to the video demonstrating the defect or quality issues, a video of the courier handover of the package AND an initial unboxing video must be submitted.

If the above mentioned videos are not submitted and/or customer does not meet with customer support by zoom on request, the 7-Day Shipping Insurance/Product Quality Guarantee is void and standard Warranty terms apply.

Please note that the Product Quality Guarantee does not cover physical or accidental damage resulting from misuse of the product, or dropping the product, nor does it cover dissatisfaction with the product’s performance.

Order Cancellation

Orders cannot be canceled if more than an hour has elapsed since placement, as SZERO® Edge  processes orders promptly for quick delivery. For cancellations or edits within this timeframe, customers must contact hello@emszero.us, as soon as possible.  Should a cancellation be processed, the refund amount will be the full amount of the order minus applicable credit card transaction fees. 

Refused Packages

Refused packages are eligible to a refund minus 40% to cover shipping and associated fees once they have been returned to EMSzero USA. If an order is refused by customs authorities and cannot be delivered, the customer may request a free replacement at no extra cost, however refund is not an option. It is recommended that customers ensure someone is available to sign for their delivery if required, as many packages require a signature.

Credit Card Fraud Disclaimer

Please be informed that SZERO® Edge does not bear any responsibility for identifying or detecting fraudulent credit card activities. It is the cardholder’s responsibility to monitor and safeguard their card against any unauthorised usage.  SZERO® Edge will not be liable for any loss, damages, or penalties suffered as a result of fraudulent credit card transactions. We advise all customers to maintain strict control over their credit card information and report any suspicious activities to their respective card issuing institution immediately.

For further information on SZERO® Edge’s refund policy, please contact hello@emszero.us.  Thank you!