Refund policy

Return & Refund Policy

Effective Date: October 23, 2026

At Zilhan, we want you to feel confident when shopping for seasonal decorations, holiday lighting, home décor, and garden and outdoor products. This Return & Refund Policy explains how to request a return, how we handle damaged or incorrect items, who pays return shipping costs, and when refunds are processed.

Please read this policy carefully before submitting a return request.

1. Company Information

Website: https://zilhan.com/

Website Operator:
Changsha Binghezi Consulting Services Co., Ltd.

Business License Entity:
Changsha Binghezi Consulting Services Co., Ltd.

Registered Address:
Room 366, Buildings 1-4, 1-6 and 1-8,
Jinqiao Market Cluster, Huangjinyuan Subdistrict,
Xiangjiang New Area, Changsha, Hunan, China

Customer Service Email:
service@zilhan.com

Customer Service Phone:
+1 9207608268

2. Return Window

Eligible products may be returned within 30 calendar days after delivery.

To begin a return, contact service@zilhan.com within the 30-day return period. Please include your order number, the product you wish to return, and the reason for your request.

For damaged, defective, or incorrect items, please also provide clear photographs or videos showing the issue, where reasonably possible.

Please contact us before sending any product back. We will review your request and provide return instructions when a return is necessary.

Nothing in this policy limits consumer rights that cannot lawfully be excluded under applicable law.

3. Eligible Return Reasons

We handle returns according to the reason for the request.

3.1 Damaged or Defective Products

If your product arrives damaged, defective, or with a confirmed quality issue, please contact us within 30 calendar days after delivery.

Please provide:

Your order number.
A description of the damage or defect.
Clear photographs or videos showing the issue, where reasonably possible.

After reviewing the evidence, we may offer an appropriate remedy, including:

Replacement: A replacement product for the affected item.
Reshipment: Shipment of a replacement or missing component, where appropriate.
Refund: A refund for the affected product or order, as appropriate.

Return shipping costs: If the issue is confirmed to be attributable to us, we will cover reasonable return shipping costs when a return is necessary. We will provide return instructions or other arrangements.

Original shipping fee: If the entire order is returned because of a confirmed quality issue attributable to us, the original standard shipping fee will be refunded. For a partial return, the original shipping fee is generally not refunded unless required by applicable law or the circumstances warrant otherwise.

We will not charge a restocking fee for a confirmed quality issue attributable to us.

3.2 Incorrect or Wrong Items

If you receive an item different from the product you ordered due to our fulfillment error, please contact us within 30 calendar days after delivery.

Please provide your order number and photographs of the item received and its packaging, where reasonably possible.

After reviewing your request, we may arrange:

Reshipment of the correct item.
Replacement of the incorrect item.
A refund where appropriate.

Return shipping costs: We will cover reasonable return shipping costs when returning the incorrect item is necessary.

Original shipping fee: If the entire order is returned due to a confirmed fulfillment error attributable to us, the original standard shipping fee will be refunded. For a partial return, the original shipping fee is generally not refunded unless required by applicable law or the circumstances warrant otherwise.

Please wait for our instructions before returning the incorrect item. If a return is unnecessary, we will explain the appropriate resolution.

3.3 Personal-Reason Returns

If you wish to return an eligible product because you changed your mind, selected the wrong product, no longer need it, or prefer a different style, the request is considered a personal-reason return.

To qualify, the product should generally be unused, in resalable condition, and returned with its original packaging and included accessories where reasonably available. These conditions do not override mandatory consumer rights under applicable law.

Return shipping costs: The customer is responsible for the return shipping cost.

Original shipping fee: The original shipping fee is non-refundable.

If the returned item does not meet the applicable return conditions, we will explain the issue and available options before taking any action permitted by law.

Personal-reason return rules do not apply where an item is defective, damaged, incorrectly supplied, or otherwise entitled to a different remedy under applicable law.

4. Return Request and Review Process

To request a return or refund, email service@zilhan.com with the following information:

Your order number.
The product name or description.
The reason for your request.
Photographs or videos, if needed to document damage, defects, or an incorrect item.

Review Time

Our customer service team will generally review a complete return request within 2–3 business days after receiving the information reasonably necessary to assess it.

If additional information is required, we may contact you before making a decision.

For returns that require physical inspection, the final refund decision may depend on receiving and inspecting the returned product.

Once your request is approved, we will provide return instructions, including the appropriate return arrangements when necessary.

Please do not send products to an unapproved address.

5. Refund Processing Time

Once a refund has been approved and any required return inspection is complete, we will generally initiate the refund within 5 business days.

Approved refunds are normally issued to the original payment method. If that method is unavailable, we will contact you to discuss an appropriate alternative consistent with applicable law.

After we initiate the refund, your bank, card issuer, or payment provider may need additional time to process and post the funds. The actual time for the refund to appear in your account may vary.

The 5-business-day period refers to our refund initiation process, not the time required for the funds to appear in your account.

If your refund has not appeared after the relevant payment provider's usual processing period, please contact us with your order number so we can assist.

6. Refund Amounts and Shipping Fees

The following rules apply, subject to applicable law:

Return reason	Return shipping cost	Original shipping fee
Confirmed damaged or defective item attributable to us	Paid by us when return shipping is necessary	Refunded for a full-order return attributable to us
Incorrect item caused by our fulfillment error	Paid by us when return shipping is necessary	Refunded for a full-order return attributable to us
Personal-reason return	Paid by the customer	Non-refundable
Order canceled because we cannot fulfill it	No return shipping applies if nothing was shipped	Applicable shipping charges paid for the unfulfilled order are refunded
Other circumstances requiring a different remedy under applicable law	As required by law	As required by law

For a partial return, the refund generally covers the approved returned product or products and any additional amounts required by applicable law. The original shipping fee is generally not refunded unless legally required or otherwise appropriate in the circumstances.

7. Exchanges and Replacements

If you prefer an exchange or replacement, contact customer service with your order number and the reason for the request.

Availability depends on current stock and the nature of the issue.

For a confirmed damaged, defective, or incorrectly supplied product attributable to us, we will arrange an appropriate replacement, reshipment, or refund. We will cover reasonable return shipping costs when a return is necessary.

For exchanges requested for personal reasons, the customer is responsible for applicable return and reshipping costs unless otherwise agreed or required by law.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at service@zilhan.com.

Cancellation may be possible before fulfillment or dispatch, but we cannot guarantee cancellation once an order has been processed or shipped.

If we cancel an order or cannot fulfill it after payment has been collected, we will initiate the applicable refund within 5 business days after cancellation or refund approval. Your bank or payment provider may require additional time to post the funds.

If an order has already shipped, this Return & Refund Policy generally applies, subject to any rights provided by law.

9. Shipping and Delivery Time

Our standard estimated delivery timeline is:

Order processing: 1–3 business days.
Transportation after dispatch: 12–15 business days.
Total estimated delivery time: 13–18 business days.

These timeframes are estimates rather than guaranteed delivery dates. Delays may occur due to carrier operations, customs processing, weather, seasonal demand, or other circumstances beyond our reasonable control.

For additional details about order processing, tracking, and delivery, please refer to our Shipping Policy on https://zilhan.com/.

10. Items That Cannot Be Returned

Where permitted by applicable law, certain products may not be eligible for return, including products that have been used, damaged through customer misuse, or altered after delivery.

Any additional exclusions will be disclosed where applicable before purchase or during the return process.

Nothing in this section excludes returns, refunds, or other remedies required by law for defective, damaged, or incorrectly supplied products.

11. Contact Us

For questions about returns, refunds, exchanges, or damaged products, please contact: