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Return & Refund Policy

This Return & Refund Policy outlines the conditions and procedures for handling returns, refunds, and related matters between Infanzo LLC (hereinafter referred to as the “Retailer”) and its customers or logistics partners, including suppliers operating under a dropshipping model (hereinafter referred to as the “Supplier”).

 
1. Return Period

We offer a 14-day return policy, which means customers have 14 calendar days from the date of delivery to request a return. Returns initiated outside this period may be denied unless otherwise agreed in writing.

 
2. Conditions for Return

To be eligible for a return, the following criteria must be met:

  • The item must be unused, unwashed, and undamaged.

  • The item must be returned in its original packaging.

  • All tags and labels must be intact.

  • A receipt or proof of purchase must be included.

  • Promotional or gift items are non-returnable.

⚠️ Items returned in used, altered, or damaged condition (except shipping damage) will not be accepted and will not be refunded.

 
3. Return Process

To initiate a return, the customer must:

If the return request is accepted:

  • The Retailer or Supplier will provide a return shipping label and instructions.

  • The item must be securely packed and returned within 7 calendar days of receiving the return label.

  • Items returned without prior authorization will be refused.

 
4. Damaged, Defective, or Incorrect Items

In the event of damage, defect, or wrong item received:

  • The customer must contact support@infanzo.com within 48 hours of delivery.

  • Include photos of the item and order details.

  • The Retailer will coordinate with the Supplier to offer a replacement, refund, or reshipment at no additional cost.

The Supplier is responsible for replacing or reimbursing such items in accordance with their agreement with the Retailer.

 
5. Exchanges

We do not offer direct exchanges.
If a different size, color, or item is required:

  • The customer is advised to initiate a return and place a new order.

  • The return must meet the eligibility conditions mentioned above.

 
6. Right of Withdrawal (EU Customers)

For customers in the European Union, the 14-day right of withdrawal applies, as per EU consumer protection laws:

  • No reason is required to initiate the return.

  • Items must be unworn, unused, with tags, and in original packaging.

  • Proof of purchase must be included.

  • This right applies only to orders delivered within the EU.

To exercise this right, contact support@infanzo.com within 14 days of receipt.

 
7. Refunds

Once the returned item is received and inspected:

  • The customer will be notified via email of the refund status.

  • If approved, a refund will be issued to the original payment method within 3-7 business days.

Please note:

  • Bank processing times may delay the appearance of the refund.

  • If 15 business days have passed since refund approval and the refund has not been received, the customer must contact support@infanzo.com.

 
8. Non-Delivery or Undeliverable Orders

If a package is returned due to an invalid address, missed delivery, or refusal upon delivery:

  • The customer will be contacted to arrange for reshipment or refund.

  • Reshipping fees may apply, unless the error is due to the Retailer or Supplier.

 
9. Supplier Responsibilities

Where the Supplier handles fulfillment:

  • The Supplier must ensure compliance with this Return & Refund Policy.

  • The Supplier is responsible for reimbursing the Retailer for faulty, damaged, or undelivered items.

  • The Retailer may withhold payments or deduct damages in accordance with their Supplier Agreement.

 
10. Contact Information

Retailer: Infanzo
Company No.: 7929986
Registered Address:Hauptstraße 56, STUTTGART, BW 70173, Germany

Customer Support Email: support@infanzo.co