Refund policy

Our Promise

At Zermat USA, we strive to provide high-quality beauty and wellness products. If you are not fully satisfied with your purchase, we are here to help. Whether you shop online or at one of our Distribution Centers, our goal is to ensure your satisfaction through a clear and fair return process.

Return Windows & Conditions

You may return products within the timeframes listed below, provided they meet the specific condition requirements

 

Product Category	Return Window	Condition Required for Refund
Standard Products	60 Days	Original condition with all accessories
Beauty & Health	60 Days	Original condition; all seals must be intact.
Incentives and Non-Zermat Branded items	60 Days	Original condition with all accessories included.
Ancestral Line	30 Days	Original condition; covers damage, wrong item, or satisfaction.

 

Note: If a product arrived damaged or has a factory defect, the "Original Condition" requirement for packaging is waived.

Non-Returnable Items

 The following are Final Sale and cannot be returned, exchanged, or refunded:

• Items marked as "Final Sale" or "Free Gift."
• Opened Beauty/Health products (except for Baby Zermat line or reported allergic reactions).
• Items missing major original components or accessories.

Fees and Shipping Responsibilities

Return Shipping

Unless the return is due to a factory defect, shipping damage, or a company error:

• The customer is responsible for all return shipping costs
• We will only refund the price of the product. Original shipping fees and related service charges are non-refundable.

Administrative & Reshipping Fees ($19.90)

A standard fee of $19.90 applies to the following circumstances to cover operational and administrative costs:

• Cancellations: Any cancellation requested after an order has been placed (unless due to a company error).
• Address Changes: Any change requested after the order is billed, in process, or in transit.
• Reshipping: If a package is returned to our warehouse due to an incorrect addrees provided by the customer.

  • Note: No fee applies if the reshipment is due to carrier damage

Lost Packages & Shipping Issues

Lost Packages

If your package is lost by the carrier (FedEx):

1. Contact our Business Center (CNZ) immediately to open a claim.
2. We will manage the investigation with FedEx, which typically takes 3–5 business days.
3. Zermat USA reserves the right to decide on a reshipment based on the results of the investigation.
4. Recommendation: To prevent loss, we suggest requesting "Delivery Confirmation" (Signature Required) for an additional fee of $5.00

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us or visit a Distribution Center (CDZ) within your return window. Zermat USA will provide specific instructions and cover costs to rectify company errors.

How to Start a Return

1. Online Return Request (Recommended)

Log in to your Zermat Account on our website. Locate your Order History, select the order, and follow the prompts to "Request a Return."

2. Contact the Business Center (CNZ)

Call us at 1-877-659-1552 to open a support ticket for returns, cancellations, or address changes.

3. Visit a Distribution Center (CDZ)

You may return items in person at your nearest Zermat Distribution Center for immediate assistance.

Important Disclosures

• No Direct Exchanges: We do not offer exchanges. Please return your item for a refund and place a new order for the desired product.
• MLM Commissions: Please note that returns may affect your productivity points and multilevel commissions.
• Refund Method: Refunds are processed to the original payment method, minus any applicable fees (such as the $19.90 cancellation fee).