ZALO products are crafted with exceptional care and premium materials. We proudly stand behind our craftsmanship by offering a one-year limited warranty on all pleasure objects purchased from zalousa.com, and authorized retailers. 

ZALO pleasure objects are intended for adults only. ZALO warrants for one (1) year, after the original date of purchase, against manufacturing defects caused by workmanship or mechanical failure when your item experiences any issues directly related to its production. In rare instance you discover a defect and notify ZALO during the warranty period, ZALO will, at its discretion, provide a replacement unit of the same model or an equivalent model of equal value if the original item is no longer available. Please note, defective item will only be replaced with a new item, no refunds/store credits will be given. Refunded purchases are not eligible for a warranty replacement. Loss or damage to removable parts will not result in the replacement of the entire product.

What Our Warranty Covers

• Manufacturing defects.

• Charging or battery issues not caused by misuse.

• Internal component malfunction.

• Functional defects (e.g., vibration failure, heating issues).

• Damage occurring under normal intended use.

What Our Warranty Does Not Cover

• Damage resulting from misuse, neglect, improper cleaning, or damage resulting from repairs or dismantling undertaken by a non-authorized retailer, technician, or customer service center.

• Cosmetic wear, discoloration, or surface changes over time.

• Products purchased from unauthorized retailers or non-approved marketplaces (AliExpress, and others).

• Lost or stolen items.

• Damage caused by incompatible chargers, lubricants, or accessories.

• Products outside the warranty period.

Claims under warranty must be supported by reasonable evidence that the date of the claim is within the warranty period. To validate your warranty, please keep your original purchase receipt together with these warranty conditions for the duration of the warranty period. Claiming on the 1-Year Warranty requires proof of purchase from a ZALO Authorized Retailer within the warranty period. Replacement items carry the remainder of the original warranty period. The warranty applies only to the original purchaser and is non-transferable.

Shipping & Handling Fee for Warranty Replacements

All approved warranty replacements require a shipping & handling fee, as follows:

Domestic (United States): $15 flat-rate Shipping & Handling

International: $25 flat-rate Shipping & Handling

This fee covers shipping, processing, packaging, and handling of the replacement product. It applies per warranty claim and must be paid after the claim is approved and before the replacement is shipped.

The replacement itself is provided at no cost.

Consumer Transparency & Compliance

ZALO is committed to transparent, customer-centric policies that comply with U.S. consumer protection standards. Charging a reasonable shipping & handling fee for warranty replacements is permitted under the Magnuson-Moss Warranty Act. Our S&H fees exist solely to cover the cost of shipping and handling - never to restrict or discourage legitimate claims.

Do I Need to Return My Defective Product?

Most warranty claims do not require a physical return. Our team may request images or a brief video to help confirm the issue. If a return is necessary, pleasure objects under warranty claim must be returned (together with Return Merchandise Authorization (RMA) number) to ZALO with shipping paid. ZALO will not bear the costs of shipping. 

How to Submit a Warranty Claim

• Fill out our online Warranty Claim Form (click here).
  

• Our support team may request photos or a short video for verification. If a return is necessary in rare cases, clear instructions will be provided.

• Once approved, you’ll receive a secure link to pay the applicable $15 U.S. or $25 international S&H fee.

• Your replacement product will be shipped as soon as the fee is processed.

• Due to continuing improvements, actual (replacement) product may differ slightly from the product described herein. If the exact color variation is not available, we will provide a replacement in a different color.

To register your ZALO product click here. This step is optional.

Frequently Asked Questions

Why is there a Shipping & Handling fee?

ZALO provides replacement units at no cost under our warranty, but a small shipping & handling fee ensures your new device is delivered securely and discreetly. This fee covers packaging, processing, and logistics for domestic and international deliveries.

How much is the shipping and handling fee?

• $15 within the United States

• $25 for international shipping

Is the replacement product free?

Yes, the replacement product itself is free. Only the shipping and handling fee is collected.

How long does the review process take?

Most claims are reviewed within 7-10 business days. If additional information is needed, our team will reach out promptly.

Do I need to return the defective item?

In most cases, no return is required. Our team may request photos or a short video to confirm the issue. If a return is necessary, we will provide instructions.

What if my product is no longer available?

ZALO will replace your item with a newer version or an equivalent model of equal or greater value.

What proof of purchase do I need?

A valid receipt, order confirmation email, or proof of purchase from an authorized retailer.

 

This undertaking is in addition to a consumer's statutory rights and does not affect those rights in any way. If you experience any problems with your pleasure object, have any questions regarding its operation or believe you are eligible for a warranty claim, please contact us at contact@zalousa.com.

ZALO has the right to judge and interpret the above terms.

Implied Warranties

THE FOREGOING IS THE SOLE WARRANTY FOR THE PRODUCTS. ZALO USA LLC HEREBY DISCLAIMS ANY IMPLIED WARRANTY THAT THE PRODUCTS WILL BE MERCHANTABLE OR FIT FOR ANY PARTICULAR PURPOSE. ZALO USA LLC' LIABILITY AND CUSTOMER'S EXCLUSIVE REMEDY UNDER THE FOREGOING PARAGRAPH WILL BE LIMITED TO REPLACEMENT OR REPAIR OF THE PRODUCT BY ZALO USA LLC OR ITS AUTHORIZED SERVICE CENTERS. THE WARRANTIES ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

Limitation of Remedies

IN NO EVENT WILL ZALO USA LLC OR ANY OF ITS AFFILIATED OR SUBSIDIARY COMPANIES BE RESPONSIBLE FOR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT, OR BASED ON ANY BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, TORT OR ANY OTHER LEGAL THEORY. SUCH DAMAGES MAY INCLUDE WITHOUT LIMITATION, LOSS OF SAVINGS OR REVENUE; LOSS OF PROFIT; LOSS OF USE; THE CLAIMS OF THIRD PARTIES, INCLUDING WITHOUT LIMITATION RETAILERS; ANY COST OF ANY SUBSTITUTE EQUIPMENT OR SERVICES.

Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. The warranty gives specific legal rights, and you may have other legal rights which vary from state to state or country to country.