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Incorrect, missing or faulty items

If you discover a fault with the item(s) you have received, please contact us within 3 days of receipt (counting from the first day of system’s confirmed receipt) to start the returns/exchange procedure and we will do our best to resolve the problem.


Please state your order number, description of the item, photo of the item, name, contact number and recipient's address and email us at


Please return the goods within 3 days after receiving our email notification, otherwise it will not be processed.

No Returns or Exchange request will be accepted after the said period, or if the product tags or packaging have been removed or lost.


Exchanges/returns will be processed upon receipt of the respective item(s). Once we receive your package, we will evaluate the products before proceeding with exchanging or refunding your order. Acknowledgement of receipt will be sent to your email following the evaluation process, stating the outcome and whether the item is eligible for exchange or refund.


We will offer exchanges if you received a damaged, defective, or incorrect products. We will arrange a replacement of the same style, size and colour, subject to availability. Where a replacement item is unavailable, refunds will be processed.

If the Company receives a return that cannot be accepted, the Product shall be re-shipped to the customer at his/her sold cost.

Please note that items remain the responsibility of the customer until it is received by TO ZERO. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.


Conditions for Returns/Exchange

Please refer to the following criteria as a guideline for our returns/exchange policy:

  • Items must be in original condition with all tags and packaging intact.  We will not accept any items that are not in this condition.
  • Returns are not allowed for the products which have been washed, used, altered or tampered.
  • Evaluation process may take up to 21 days from receipt.
  • Upon dispute,  TO ZERO reserves all rights to the final decision all cases of return and exchange requests.