Refund Policy

General Refund Policy

At Zero Trace, we are committed to ensuring our customers are completely satisfied with their purchases. All products purchased from our website are eligible for a refund within 30 days from the date of purchase. To qualify for a refund, products must be returned in their original condition, including all original accessories and packaging.

Exclusions

Custom-made products, such as the Zero Trace Phone, have a different refund policy. The Zero Trace Phone can be refunded within 5 days from the day you receive the product, provided it is returned in its original state with all original accessories and packaging. If it is not returned in the same condition, a restocking fee will apply and/or the phone will be rejected and no refund will be issued.

Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

1. Original Condition: The product must be in its original condition without any signs of use, wear, or damage.
2. Original Accessories and Packaging: The product must include all original accessories, manuals, and packaging materials.
3. No Modifications or Tampering: The product must not have been modified, altered, or tampered with in any way. This includes, but is not limited to, attempts to modify or inspect the root source code.
4. Technical Ignorance: Refunds will not be issued for products that have been damaged or rendered non-functional due to technical ignorance, improper handling, or unauthorized modifications.

Non-Refundable Items

Certain items are not eligible for refunds, including:

• Custom-made products, such as the Zero Trace Phone, if returned after the 5-day refund window.
• Products that have been modified, altered, or tampered with.
• Products returned without original accessories and packaging.

How to Request a Refund

1. Contact Customer Support: To initiate a refund, contact our customer support team within the applicable refund period.
2. Return Authorization: Upon approval, you will receive a Return Merchandise Authorization (RMA) number. This number must be included with your returned product.
3. Shipping: Ship the product back to us using a trackable shipping method. You are responsible for the return shipping costs.

Refund Processing

Once we receive your returned product, our team will inspect it to ensure it meets the conditions outlined above. If the product is ineligible for a refund, our customer support team will notify you. If the product is eligible, a refund will be processed to your original payment method within 10-14 business days.

Damaged or Defective Products

If you receive a damaged or defective product, please contact our customer support team immediately. We will provide instructions on how to return the product and will offer a replacement or full refund, including return shipping costs.

Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please follow the refund process and place a new order for the desired item.

International Returns

For international orders, please be aware that you are responsible for return shipping costs, duties, and taxes. Refunds will be issued for the product price only, excluding shipping, duties, and taxes.

Contact Information

If you have any questions or need assistance with your return, please contact our customer support team at:

Email: support@zerotrace.org
Hours: Monday to Friday, 9 AM – 5 PM (EST)

Thank you for choosing Zero Trace. We appreciate your business and are here to help ensure your satisfaction.