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Refund & Return Policy

At Ezlian, we want every customer to feel confident when shopping with us. We take care to present our products clearly, check quality before dispatch, and provide useful product information so customers can make better decisions before placing an order.

However, we also understand that issues may sometimes happen during packaging, shipping, handling, or product selection. This Refund & Return Policy explains when a refund, return, or exchange may be accepted, what customers need to provide, and how we review each request.

By placing an order with Ezlian, you agree to the terms of this policy.

1. Return and Refund Eligibility

Customers may request a return, refund, or exchange if the product received has a valid issue, such as:

  • The product is damaged when received.
  • The wrong product was delivered.
  • The wrong size, color, or variant was sent by Ezlian.
  • The product has a clear manufacturing defect.
  • An item is missing from the package.
  • The delivered product is significantly different from the product description.

Refund or exchange requests must be reasonable, verifiable, and supported with proper evidence.

We do not accept refund or return requests for issues caused by misuse, incorrect washing, improper care, personal preference, or normal differences in screen color, lighting, or photography.

2. Mandatory Uncut Box-Opening Video

To request a refund, return, or exchange for damaged products, missing items, wrong items, or product-related issues, the customer must record a clear, continuous, uncut video while opening the package.

This video is required so that Ezlian can verify the condition of the package and the product at the time of delivery.

The video must meet the following conditions:

  • The video must start before the package is opened.

  • The full package must be clearly visible.

  • The shipping label or order information should be visible where possible.

  • The package must be opened on camera.

  • The product must be taken out and shown clearly in the same video.

  • Any damage, missing item, wrong product, or defect must be shown clearly.

  • The video must be continuous and uncut.

  • The video must not be edited, paused, trimmed, stitched, or modified.

  • The product and packaging must remain visible during the opening process.

If the customer does not provide a proper uncut box-opening video, Ezlian may not be able to approve the refund, return, or exchange request.

This requirement helps protect both the customer and Ezlian from delivery disputes, handling issues, false claims, and misunderstandings.

3. Time Limit for Refund or Return Requests

Customers must contact Ezlian as soon as possible after receiving the product.

Refund, return, or exchange requests should be submitted within 24 hours of delivery for damaged items, missing items, wrong products, or visible defects.

Requests made after this period may not be accepted, especially if the product has already been used, washed, altered, or damaged after delivery.

4. Condition of Returned Products

To be eligible for return or exchange, the product must be:

  • Unused

  • Unwashed

  • Unworn, except for basic size checking

  • Free from perfume, stains, marks, sweat, or damage

  • Returned with original tags, labels, packaging, and accessories where applicable

  • In the same condition as received

Products that are used, washed, altered, damaged by the customer, or returned without original packaging may not be eligible for refund or exchange.

5. Non-Returnable and Non-Refundable Items

Some products may not be eligible for return or refund unless there is a verified defect or Ezlian delivered the wrong item.

Non-returnable items may include:

  • Products sold under final sale or clearance offers

  • Used or washed items

  • Items damaged due to customer handling

  • Items damaged due to incorrect washing or care

  • Items without original tags or packaging

  • Customized or specially requested products

  • Innerwear or hygiene-sensitive products, if applicable

  • Products returned after the allowed request period

If a product is marked as non-returnable on the product page, that condition will apply unless the item is defective or incorrectly delivered.

6. Size and Fit Issues

We encourage customers to carefully check the size guide, product measurements, and fit information before placing an order.

A return or exchange for size-related reasons may be accepted only if the product is unused, unwashed, in original condition, and the request is made within the allowed time.

If the wrong size was sent by Ezlian, we will review the issue and may offer an exchange, replacement, or refund.

If the customer selected the wrong size while ordering, exchange approval may depend on product availability and return condition. Delivery charges may apply.

7. Color and Photography Differences

We try to show product colors as accurately as possible. However, slight color differences may happen due to lighting, photography, editing, screen brightness, or display settings.

Minor color differences are not considered product defects.

A refund or return may only be considered if the delivered product is significantly different from the product description or selected variant.

8. Quality Check Before Dispatch

Before dispatching an order, Ezlian aims to check the product for visible defects, correct size, correct color, and proper packaging.

Still, if a mistake happens, we will review the customer’s claim carefully and take appropriate action based on the evidence provided.

Our goal is to resolve valid issues fairly while maintaining a transparent process.

9. How to Request a Refund, Return, or Exchange

To request a refund, return, or exchange, customers should contact Ezlian with the following information:

  • Order number

  • Customer name

  • Phone number or email used for the order

  • Clear description of the issue

  • Photos of the product and packaging

  • Mandatory uncut box-opening video

  • Any additional evidence related to the issue

Requests without sufficient information or proper evidence may take longer to review or may be rejected.

10. Review and Approval Process

After receiving a refund, return, or exchange request, Ezlian will review the provided information, including photos, videos, order details, product condition, and delivery information.

If the claim is approved, Ezlian may offer one of the following solutions:

  • Product exchange

  • Replacement

  • Store credit

  • Partial refund

  • Full refund

The final decision will depend on the issue, product condition, evidence provided, and product availability.

11. Return Shipping

If the return or exchange is required due to an error by Ezlian, such as sending the wrong product or a defective item, we may cover or adjust the return shipping cost after verification.

If the return or exchange is requested due to customer preference, wrong size selection, change of mind, or personal reason, the customer may be responsible for return shipping and any additional delivery charges.

Return shipping instructions will be provided after the request is reviewed.

Customers should not send any product back without confirmation from Ezlian.

12. Refund Method and Processing Time

Approved refunds will be processed through an available payment method selected by Ezlian, depending on the original payment method and operational convenience.

Refund processing time may vary depending on the payment provider, bank, mobile financial service, or internal review process.

Delivery charges, payment processing fees, or service charges may be non-refundable unless the issue was caused by Ezlian.

13. Exchange Policy

If an exchange is approved, the replacement product will be sent based on stock availability.

If the requested exchange item is unavailable, Ezlian may offer an alternative product, store credit, or refund, depending on the situation.

Exchange products must meet the same return condition requirements mentioned in this policy.

14. Order Cancellation

Customers may request order cancellation before the order has been dispatched.

Once an order has been shipped, cancellation may not be possible. In that case, the customer may need to follow the return or refund process after receiving the product.

If an order is refused at delivery without a valid reason, delivery charges or return handling costs may apply.

15. Change of Mind

We may not accept returns or refunds for simple change of mind after delivery.

Customers are encouraged to review product details, size information, fabric details, color, price, and delivery information before placing an order.

Ezlian provides product information to help customers make informed decisions before purchase.

16. Fraud Prevention and Fair Use

Ezlian reserves the right to reject refund, return, or exchange requests if the claim appears false, misleading, incomplete, abusive, or inconsistent with the provided evidence.

Repeated misuse of the refund or return process may result in order restrictions or refusal of future refund claims.

The uncut box-opening video requirement exists to keep the process fair, transparent, and verifiable.

17. Final Decision

All refund, return, and exchange requests are reviewed case by case.

Ezlian’s decision will be based on the product condition, customer-provided evidence, order details, delivery information, and the terms of this policy.

We aim to treat customers fairly while protecting the integrity of our products, business, and delivery process.

18. Contact Us

For refund, return, or exchange support, customers can contact Ezlian through the official contact details provided on our website.

Please include your order number and all required evidence when contacting us.

Ezlian — Easy to wear. Seriously made.