Refund policy
Effective Date: October 6, 2026
Last Updated: October 6, 2026
Thank you for shopping with zwhitelow.
zwhitelow is operated by ZOEY WHITELOW TU INC.
This Return & Refund Policy explains our return eligibility requirements, return methods, return shipping responsibilities, refund processing times, and how to request assistance with damaged, defective, incorrect, or unwanted products.
This policy applies to eligible purchases made through zwhitelow.com and delivered within the United States.
1. 30-Day Return Window
We accept eligible return requests within:
30 days of delivery
The 30-day return period begins on the date the applicable shipping carrier records the order as delivered.
Return requests submitted more than 30 days after delivery may not be accepted unless otherwise required by applicable law.
2. Returns We Accept
We accept eligible returns for both:
- Defective products
- Non-defective products
Examples of eligible return reasons may include:
- Change of mind
- Incorrect size selection
- Incorrect color selection
- Product does not fit as expected
- Product no longer wanted
- Damaged product
- Defective product
- Incorrect item received
- Product materially different from the item ordered
All returns remain subject to the product condition and return requirements described in this policy.
3. Product Condition Requirements
We accept returns of new and unused products only.
For apparel, eligible returned products must generally be:
- Unworn
- Unwashed
- Unused
- Unaltered
- In substantially the same condition in which they were received
- Free from stains
- Free from odors
- Free from makeup
- Free from deodorant
- Free from perfume
- Free from pet hair
- Returned with original tags attached, where applicable
- Returned with original packaging and accessories, where applicable
Products showing signs of wear, use, washing, alteration, misuse, or customer-caused damage may not qualify for a return or refund.
4. How to Request a Return
Before mailing any return, please contact our customer service team at:
Email: service@zwhitelow.com
Please provide:
- Your full name
- Your order number
- The product you would like to return
- The reason for the return
- Clear photos if the item is damaged, defective, or incorrect
Our customer service team will review your request and provide the applicable return instructions.
Please do not mail a return before receiving return instructions from us.
Returns sent without authorization or to an address not provided by our customer service team may be delayed or may not be accepted.
5. Return Method
Eligible returns are accepted:
By mail only
We do not offer:
- In-store returns
- In-person returns
- Customer drop-off returns
After your return request has been reviewed and approved, we will provide the applicable authorized return mailing instructions.
6. U.S. Return Location
Approved returns from customers in the United States are directed to an authorized return facility located in the United States.
The applicable U.S. return facility may vary depending on the product, order, and fulfillment arrangement.
For this reason, customers must contact us before mailing a return.
After your return request has been approved, we will provide the applicable authorized U.S. return address.
7. Business Address Is Not the General Return Address
Our business address is:
ZOEY WHITELOW TU INC
215 E MAIN ST
EVANS CITY, PA 16033
United States
This address is our business address.
It is not a public retail store, customer pickup location, or general product return facility.
Please do not send returns to this address unless our customer service team specifically instructs you to do so.
8. Return Shipping Label
Customers are responsible for obtaining the applicable return shipping label.
Unless otherwise required by applicable law or specifically confirmed by our customer service team in writing, zwhitelow does not automatically provide a prepaid return shipping label.
We recommend using a trackable shipping service when mailing a return.
Please retain your shipping receipt and tracking information until your return and refund have been completed.
9. Return Shipping Costs
The customer is generally responsible for the applicable return shipping cost.
This includes eligible returns resulting from:
- Change of mind
- Incorrect size selection
- Incorrect color selection
- Fit preference
- Product no longer wanted
- Other non-defective reasons
If an item arrives damaged, defective, or incorrect, please contact us before sending the item back.
We will review the circumstances and provide the appropriate instructions.
Unless otherwise required by applicable law or specifically confirmed by us, return shipping remains the customer's responsibility.
10. No Restocking Fee
zwhitelow does not charge a restocking fee for eligible returns.
Restocking Fee: $0 USD
Return shipping costs are separate from any restocking fee.
11. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing an essential component
- Materially different from the item ordered
please contact us as soon as reasonably possible at:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
We will review the information provided and determine the appropriate resolution.
Please do not dispose of or return the affected product before receiving instructions from our customer service team.
12. Non-Defective Returns
We also accept eligible non-defective products within the 30-day return period.
Non-defective returns may include:
- Change of mind
- Incorrect size selected
- Incorrect color selected
- Fit preference
- Customer no longer wants the product
The product must remain new and unused and meet all applicable return condition requirements.
13. Non-Returnable Products
Products generally may not qualify for return if they:
- Have been worn
- Have been washed
- Have been used
- Have been altered
- Have been damaged after delivery
- Show signs of customer-caused wear
- Are missing required tags
- Are missing essential parts or accessories
- Are returned outside the 30-day return period
- Were not purchased directly through zwhitelow.com
This does not limit any consumer rights that cannot legally be excluded.
14. Exchanges
zwhitelow currently does not offer direct exchanges.
If you would like a different:
- Size
- Color
- Style
- Product
you may return an eligible item according to this Return & Refund Policy and place a new order separately.
The return and the new purchase will be treated as separate transactions.
The new order will be subject to the pricing, availability, shipping charges, and promotions available at the time the new order is placed.
15. Return Inspection
After an approved return is delivered to the authorized return facility, the item will be inspected.
We may verify:
- Product condition
- Signs of wear or use
- Whether the product has been washed
- Whether original tags are attached
- Whether applicable packaging is included
- Whether all applicable components are present
- Whether the returned product matches the item originally purchased
If the product does not meet the return requirements described in this policy, the refund may be declined where permitted by applicable law.
16. Refund Approval
After the returned product has been received and inspected, we will notify you of the refund status.
If the return is approved, the refund will be issued to the:
Original payment method
used for the purchase.
17. Refund Processing Time
Approved refunds are processed within:
10 calendar days
after the eligible returned product has been received, inspected, and approved.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to make the funds available in your account.
Any additional processing time required by your financial institution is outside our direct control.
If more than 10 calendar days have passed since we confirmed that your refund was approved and issued, please contact us at:
18. Refund Method
Approved refunds are normally issued to the same payment method used for the original purchase.
We generally cannot issue refunds to:
- A different credit card
- A different debit card
- A different bank account
- Another person
- An unrelated payment method
If the original payment method is no longer available, please contact your payment provider and our customer service team for assistance.
19. Original Shipping Charges
Original shipping charges are generally non-refundable for returns caused by:
- Change of mind
- Incorrect size selection
- Incorrect color selection
- Fit preference
- Customer preference
- Other non-defective return reasons
If an order issue results from an error attributable to zwhitelow or otherwise requires different treatment under applicable law, we will review the circumstances accordingly.
20. Free Shipping Orders
If an order originally qualified for free shipping, the fact that free shipping was provided does not prevent an eligible product from being returned.
No separate original shipping charge will be deducted solely because the order originally qualified for free shipping.
Applicable return shipping costs remain subject to the terms described in this policy.
21. Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible at:
We will make reasonable efforts to assist.
However, because orders may enter fulfillment quickly, we cannot guarantee cancellation or modification after an order has entered processing or has been shipped.
If an order has already shipped, an eligible product may be returned after delivery according to this policy.
22. Refused or Undeliverable Packages
Customers are responsible for providing complete and accurate delivery information.
If a package is returned because of:
- Incorrect address
- Incomplete address
- Delivery refusal
- Failure to receive the package
- Another issue caused by customer-provided delivery information
we will review the order after the package has been returned to the applicable fulfillment facility.
Applicable shipping costs already incurred may be non-refundable where permitted by law.
23. Lost Return Shipments
Customers are encouraged to use a trackable shipping service for returns.
zwhitelow is not responsible for return packages that are lost before they are delivered to the authorized return facility.
Please retain your tracking number until your refund has been completed.
24. Missing Orders
If your original order has not arrived within the estimated delivery timeframe, please contact us at:
Please include your order number.
We will review the available tracking information and help determine the appropriate next steps.
A delayed shipment does not automatically mean that a package is lost.
25. Unauthorized Transactions
If you believe an order was placed without your authorization, please contact us promptly.
You should also contact your bank, card issuer, or payment provider where appropriate.
We may request information reasonably necessary to review the transaction and protect customers and our business from fraudulent activity.
26. Return Abuse and Fraud
Where permitted by applicable law, we may refuse or limit a return if there is reasonable evidence of:
- Return fraud
- Materially false information
- Product substitution
- Returning a different product from the one purchased
- Intentional product damage
- Repeated abuse of the return process
This provision does not limit any mandatory consumer rights.
27. Consumer Rights
Nothing in this policy is intended to exclude or limit any consumer protection rights that cannot legally be excluded or limited.
Where applicable law provides greater protection than this policy, the applicable legal requirements will apply.
28. Policy Changes
We may update this Return & Refund Policy from time to time to reflect changes in:
- Return procedures
- Fulfillment arrangements
- Customer service practices
- Business operations
- Applicable legal requirements
When changes are made, we will update the Last Updated date at the top of this page.
29. Contact Us
If you have questions about a return, refund, damaged product, or existing order, please contact us:
Brand: zwhitelow
Legal Business Name: ZOEY WHITELOW TU INC
Email: service@zwhitelow.com
Phone: +1 478-699-3183
Business Address: 215 E MAIN ST, EVANS CITY, PA 16033, United States
Please contact us before mailing any return.