Refund policy

Return Information

Key Information

  • Return Period: 30 days from the date of delivery
  • Restocking Fee: 15% of the product price
  • Refund Time: Within 10 working days from the day the product is returned
  • Shipping Costs for Returns: Return shipping costs are paid by the customer unless the item is damaged/defective or the return is due to our error
  • Product Condition: Must be in new or slightly used/sellable condition with its original packaging and instructions

How to Initiate a Return

  1. Contact Us: Email us at support@securezoned.com with your order number.
  2. Return Instructions: Our team will provide detailed instructions. Return shipping costs are the customer's responsibility unless the item is damaged/defective or if we made an error.
  3. Packaging & Shipping: Ensure the item is returned in its original condition, including packaging. Follow the return shipping instructions provided.
  4. Required Documents: Include a copy of any relevant photos, if applicable.

Order Cancellation

  • Before Shipping: Contact customer support within 1 to 3 business days before your order has been shipped at support@securezoned.com to cancel the order for a full refund through the original payment method.

Damaged on Arrival

  1. Inspection: Inspect the item upon delivery. Ask the driver if you can remove the packaging to inspect the actual product for damage. If you sign the freight bill, accepting delivery as undamaged, without inspecting the packaging or product, WE CANNOT FILE A FREIGHT CLAIM. Freight carriers WILL NOT honor a freight claim if you do not note any damage(s) on the delivery receipt.
  2. Damage Reporting:
    • Contact us immediately.
    • Do not open any sealed damaged products.
    • Provide a description and photos of the damage.
  3. Resolution: We will arrange for a return, replacement, or refund based on your preference.

Signing when receiving your product: 

At the time of the delivery, the truck driver will ask you to sign a delivery receipt. BEFORE SIGNING this receipt, you must:

  • Visually inspect the package thoroughly and note any minor scratches or tears on the receipt. Failure to notate on the delivery receipt will relieve the freight company of responsibility for any damage to your product.
  • You should ask the driver if you can remove the packaging to inspect the actual product for damage. We recommend removing the box and wrapping just enough to inspect your product, if allowed.
  • YOU SHOULD refuse the package if there is a major damage and note it on the delivery receipt before signing. Please contact us at immediately and send photos to support@securezoned.com
  • If you sign the freight bill, accepting delivery as undamaged, without inspecting the packaging or product, WE CANNOT FILE A FREIGHT CLAIM. Freight carriers WILL NOT honor a freight claim if you do not note any damage(s) on the delivery receipt. Please call us, and we willl provide you with the Freight companies contact information. If more than one product is delivered, and some of the products are not damaged, you can accept the product(s) that are not damaged or defective and refuse the damaged product. Note on the receipt of which units/products were refused due to damage.
  • If you sign the delivery receipt, accept the delivery as undamaged, and later find damage, Secure Zoned and the carrier will not be responsible for repairs or the product's replacement. You MUST inspect freight IMMEDIATELY before signing and report the damage.
  • Note: If someone other than yourself will be meeting the driver to receive your product, please advise them of this responsibility.

Change of Mind

  • Terms: Return the item within 30 days of delivery in its original or slightly used/sellable condition, including tags and packaging.
  • Process: Contact customer support at support@securezoned.com to initiate the return.

Exchanges

  • Process: Follow the same return process as for a change of mind. Once you returned your product, you can purchase the new item separately.

Wrong Product Received

  • Reporting: Contact us immediately if you receive the wrong product.
  • Resolution: We will arrange for the return and ship the correct product at no additional cost.

Refund Information

Refund Processing Time

  • Refunds are processed within 10 business days to the original payment method. The time for the refund to reflect in your account may vary depending on your payment provider.

Refund Confirmation

  • You will receive an email confirmation with details of the refund amount and payment method used.

Delayed Refunds

If you haven’t received your refund after 10 business days:

  • Check with your bank or payment provider.
  • If there’s no record of the refund, contact us at support@securezoned.com for assistance.

Lost Refunds

In rare cases, if a refund is lost:

  • Contact us at support@securezoned.com for assistance.
  • We will investigate with our payment processor.
  • We will issue a replacement refund and keep you informed throughout the process.

 

Contact Information

Company name: Lopez eCommerce, LLC

Company number: 805580056

Address: 5900 Balcones Drive, Suite 100, Austin, Texas, 78731, United States

Email address: support@securezoned.com

Contact form: contact

Phone: +1 (254) 434-4989

Opening hours: Monday to Friday, 9:00am - 5:00pm CST