Refund policy

The Zontoo Guarantee

Last updated: September 20, 2026

Every order is covered for the things that go wrong: damage, defects, the wrong item, the wrong size, and breakage within a year. You never pay to ship a faulty item back to us.

If it arrives damaged, faulty, or wrong

Email support@zontoo.com within 30 days of delivery with your order number and one photo (a short video if the problem is how it works). We send a free replacement or refund you in full, whichever you prefer. Do not ship the item back. Keep it.

If the size is wrong

Sized items such as sleeves and braces get one free size exchange per item. Email us within 30 days of delivery with your order number and the size you need, and we ship the new size at no cost. No return needed.

If it breaks within a year

If an item cracks, warps, or stops working through normal use within 1 year of delivery, email us one photo and we ship one free replacement per item. No return needed. Normal wear, misuse, accidental damage, and loading a product beyond its stated weight limit are not covered.

If you change your mind

You can return unused items in their original packaging within 30 days of delivery. Email us first and we reply with the return address, our office in Seoul, South Korea. Return shipping is paid by you: international postage from the US usually costs $15–60 and takes 1–3 weeks, and we recommend a tracked service. We refund the item price to your original payment method within 5 business days of the return arriving. Your original shipping was free, so nothing is deducted for it.

30-day price promise

If we lower the price of an item you bought within 30 days of your order, email us your order number and we refund the difference. We do not run fake markdowns.

If your order has not arrived

Delivery takes 2–4 weeks after placing your order. If tracking has not updated for 14 days, or 30 days have passed since your order date and nothing has arrived, email us and we reship or refund in full.

How to start a claim

Email support@zontoo.com with your order number, plus one photo if you are reporting damage, a defect, or a wrong item. We reply within 24–48 hours. Approved refunds return to your original payment method within 5–10 business days, depending on your bank or PayPal.

Cancellations

Orders can be cancelled for a full refund any time before they ship, usually within 24 hours of ordering. After that, the terms above apply.

Fair use

We review every claim individually and may decline claims made more than 30 days after delivery (1 year for breakage), or claims that show a pattern of misuse across orders.

Questions: support@zontoo.com | Mon-Fri 9:00-18:00 | Zontoo, 42 Junggye-ro 14ra-gil, Unit 301, Nowon-gu, Seoul 01722, Republic of Korea