Refund policy

 

Last updated: October 12, 2026

This policy applies to purchases from Zectrix Lab at shop.zectrixlab.com, operated by 株式会社コンプロバイド (Comprovide CO.,LTD).

1. Contact us before returning a product or requesting a refund

Please email info@zectrix.com before sending anything back. Returns and refunds under our store policy require prior communication with our support team and our express written confirmation by email. Sending a request does not, by itself, mean that a return or refund has been approved.

Include your order number, the product concerned, the reason for your request, and, where relevant, photos or a video showing the issue. We will review the reason and the product's condition, explain the available resolution, and confirm any return instructions or refund arrangements in writing.

This approval process applies to discretionary returns and refunds. It does not make rights or remedies required by applicable consumer law dependent on our approval.

2. Return request period and assessment

In line with our Legal notice, please contact us within 14 days after delivery if you wish to request a return. For a change-of-mind return, acceptance depends on our review of the reason and the product's condition; we do not offer automatic, unconditional returns.

Please retain the product, supplied accessories, and packaging while we review your request. Damage caused by misuse, unsuitable power supplies, or modifications may affect eligibility for a discretionary return. This does not exclude remedies for an unrelated manufacturing defect or any other rights required by law.

The 14-day request period does not shorten any statutory period for reporting a defect, exercising a withdrawal right, or obtaining a remedy.

3. Defective, damaged, or incorrect items

Please inspect your order on arrival and contact us promptly if an item is damaged, appears defective, or is different from what you ordered. Our support team will assess the issue and discuss the appropriate resolution, which may include troubleshooting, replacement, return, or refund, subject to applicable law.

If we confirm an initial defect, a quality issue, or an incorrect shipment, we will bear the return shipping cost. Please contact us first so that we can confirm the return method and shipping arrangements.

4. Return instructions and shipping costs

Once a return is confirmed, we will email the return address and the agreed instructions and timing. Do not send a parcel to an address on the original package or to our registered business address unless our support team has confirmed that address for your return. An unannounced return may not be accepted under our discretionary return policy.

For an approved change-of-mind return, you are responsible for return shipping costs. For a confirmed initial defect, quality issue, or incorrect shipment, we bear the return shipping cost as described above. As explained in our Shipping policy, original shipping charges are generally not refundable for voluntary returns after dispatch. This does not apply to incorrect, damaged, defective, or lost items, or where reimbursement is required by law. If an order is cancelled before dispatch, the shipping charge paid for that order will be refunded.

Please pack the item securely, follow the agreed return instructions, and retain proof of dispatch and any tracking information.

5. Refunds

If a return is required, we will inspect the returned item and confirm whether it meets the agreed return conditions. We will then notify you of the refund decision and amount. If we agree that no return is necessary, we will confirm that arrangement and the refund amount by email.

Approved refunds are issued to the original payment method. The time for the funds to appear depends on your payment provider or financial institution and may vary by country. We will comply with any applicable legal refund deadlines. If you have not received an expected refund, contact info@zectrix.com with your order number.

6. Statutory consumer rights

Nothing in this policy limits rights that cannot lawfully be excluded, including rights concerning defective goods, goods that do not match their description, or statutory cancellation and withdrawal rights.

Where EU/EEA distance-selling rules apply, consumers generally have a right to notify us of withdrawal within 14 days after receiving the goods, without giving a reason, subject to lawful exceptions. A valid statutory withdrawal does not require our discretionary approval. Please email us your decision to withdraw; we will provide the return instructions. Return costs and refunds, including any legally required reimbursement of standard delivery charges, will be handled in accordance with the applicable rules. Legal rights relating to defective or non-conforming goods remain separate from the withdrawal period.

7. Contact

Email: info@zectrix.com
Support hours: weekdays, 10:00–18:00 Japan Standard Time.
Seller and business contact details: Legal notice.