1. Return Period

Standard products purchased through our website may be returned within 30 days of delivery.

Returned products must be unused, uninstalled, undamaged, complete and returned in a condition suitable for resale.

2. Returns from Italy

For customers located in Italy, approved returns are free of charge.

ZENAERO will provide return instructions and, where applicable, a return shipping solution.

3. Returns from Other Countries

For customers located outside Italy, products must be returned to the designated warehouse at the customer’s expense.

Customers are responsible for arranging and paying for return shipping unless otherwise required by applicable law or unless the return is caused by a confirmed defect or an error attributable to ZENAERO.

4. Custom-Made Filters

Customers are responsible for verifying dimensions, compatibility and technical specifications before placing an order for custom-made products.

For custom-made filters, a manufacturing tolerance of up to ±1 mm in dimensions may apply. Such tolerance is considered acceptable and does not constitute a product defect or non-conformity.

5. How to Request a Return

Before returning any product, customers must contact ZENAERO and request return authorization.

Return requests should be sent to:

info@zenaero.it

Please include the order number, product details and reason for the return request.

6. Return Packaging and Shipment

Customers are responsible for ensuring that returned products are packaged securely and appropriately for transport.

Products should be protected against damage during transit and, where possible, returned in their original packaging.

The customer remains responsible for the returned products until they have been received by ZENAERO or the designated warehouse.

The customer is responsible for handing the return shipment to the carrier and obtaining proof of shipment where available.

ZENAERO shall not be responsible for products lost, damaged or improperly packaged during return transport arranged by the customer.

7. Defective, Damaged or Incorrect Products

Visible shipping damage, missing items, incorrect products, apparent manufacturing defects or product non-conformities should be reported within 7 days of delivery.

Customers must submit their claim by email to info@zenaero.it and provide the order number, a clear description of the issue and photographs showing the defect, damage, packaging condition or non-conformity.

Customers should inspect the package and products upon delivery. If the package is visibly damaged, customers should report the issue to the carrier and document the condition of the shipment where possible.

Risk of loss or damage passes to the customer upon delivery of the products, except where mandatory consumer protection laws provide otherwise.

Delayed reporting may affect our ability to investigate and resolve the claim.

If the claim is approved, the customer may choose between:

• A replacement product; or
• A refund in accordance with this policy.

8. Refund Amounts

For approved returns from customers located in Italy, ZENAERO will generally refund the purchase price of the returned products and the original standard shipping charge paid at the time of purchase.

For approved returns from customers located outside Italy, refunds generally cover the purchase price of the returned products only.

Return shipping costs, customs duties, taxes, import charges and other related expenses are not refundable unless the return results from a confirmed defect or an error attributable to ZENAERO.

9. Refund Processing

Approved refunds will generally be processed within 3 business days after the returned products have been received and inspected at the designated warehouse.

Refunds will be issued using the original payment method whenever possible.

Refund processing times may vary depending on the payment provider and banking institutions involved.

10. Non-Eligible Returns

Returns may be refused or reduced if products:

• Have been used or installed.
• Have been modified or damaged after delivery.
• Are returned incomplete.
• Are returned without appropriate packaging.
• Are custom-made products manufactured according to customer specifications.
• Do not comply with this Returns & Refund Policy.

11. Limitation of Compensation

To the maximum extent permitted by law, ZENAERO does not reimburse additional direct or indirect costs arising from the use, installation, replacement, maintenance, removal, delay or unavailability of products.

This includes, but is not limited to:

• Labour costs;
• Technician or contractor fees;
• Installation costs;
• Removal costs;
• Maintenance costs;
• Repair costs;
• Travel expenses;
• Loss of income;
• Business interruption;
• Equipment downtime;
• Time spent by the customer.