Shipping and returns

Where we ship

We ship to the United States, Canada, the United Kingdom and the European Union. We do not currently ship anywhere else. If your address is outside those areas, the checkout will not accept it.

We ship to residential and business addresses, not to PO boxes or freight forwarders.

Shipping cost

Standard shipping is free on every order, with no minimum. Express shipping is offered at checkout for an extra charge shown before you pay.

Prices on this site are in US dollars and include all taxes. For the United States, Canada, the United Kingdom and the European Union, import duties and taxes are included in the price you see, so there is nothing to pay on delivery. If a carrier ever asks you for a customs payment, do not pay it, take a photo and email us.

How long it takes

Orders placed before 2pm ET on a business day are handed to the carrier the same day. Orders placed later, at the weekend or on a public holiday leave on the next business day.

After dispatch, count:

• United States and Canada, standard: 3 to 5 business days
• United States and Canada, express: 1 to 2 business days
• United Kingdom and European Union: 4 to 8 business days

These times are estimates from the carrier, not guarantees. Peak periods, weather and customs can add a few days.

Tracking

You receive a tracking number by email as soon as the parcel is handed to the carrier. Tracking can take up to 24 hours to show its first scan. If nothing has moved after three business days, email us and we open an investigation with the carrier.

Your address

Check it before you confirm. An incomplete or wrong address means the parcel comes back to us. If you spot a mistake, email support@zephy-fan.com straight away: as long as the parcel has not left, we can correct it at no cost. Once it has shipped, we reship to the corrected address after the parcel returns to us.

Late, damaged or lost parcels

Check the parcel when it arrives. If the packaging is visibly damaged, note it with the driver if you can, then send us photos of the parcel and the shipping label. We reship or refund, your choice.

If a parcel is declared lost by the carrier, we reship or refund in full. You never pay twice.

If you live in the European Union or the United Kingdom and the product has not been delivered within thirty days of the announced delivery date, you may cancel the order and be refunded in full. This right comes from consumer law and nothing on this page reduces it.

100-night trial

Sleep with Duo for up to 100 nights from the day it is delivered. If it is not for you, we take it back and refund the full purchase price. Used is fine, that is the point of a trial.

How it works:

• Email support@zephy-fan.com with your order number, which starts with ZP-
• We reply within one business day with a prepaid return label and the return address
• Pack Duo, ideally in its original box, stick the label on and drop it off
• We refund within 5 business days of the unit reaching us

Please do not send a return before you have the label from us. Without a reference we cannot match the parcel to your order.

Return shipping

We pay for the return label inside the United States, Canada, the United Kingdom and the European Union. There is nothing to advance and nothing to claim back.

One return label per order. If a unit comes back missing the power adapter or arrives damaged because it was shipped loose without packaging, we may reduce the refund by the value of what is missing or broken, and we tell you before we do.

Refunds

Refunds go back to the card or payment method used for the order, within 5 business days of the return arriving. Express shipping fees, if you paid for them, are refunded at the standard shipping rate, which is zero, in line with consumer law.

Your bank then needs its own time to show the money, usually 2 to 5 business days. We send you an email the moment the refund is issued.

Right of withdrawal in the EU and the UK

If you buy from the European Union or the United Kingdom, you have a legal right to withdraw within 14 days of delivery, without giving a reason. We extend that period to 100 nights as a commercial commitment. The extension is on top of the legal right, it never replaces it.

To use the legal right, tell us before the 14 days are up, by email to support@zephy-fan.com or with the model form at the bottom of our terms of service. Then send the product back within 14 days of telling us. We refund within 14 days of receiving the product or proof that you sent it.

Warranty

Every Duo comes with a 2-year limited warranty covering defects in materials and workmanship, for the original purchaser. If a part fails in normal use, we repair or replace the unit at our expense, return shipping included.

Not covered: normal wear, cosmetic marks, damage from drops, liquid, misuse, unauthorised repair, or use on the wrong voltage.

To make a claim, email support@zephy-fan.com with your order number, a description of the problem and a short video or photos. Customers in the European Union also keep the legal guarantee of conformity and the guarantee against hidden defects, detailed in our terms of service. UK customers keep their rights under the Consumer Rights Act 2015.