Return & Refund Policy

At Zene, customer satisfaction is important to us. Please read this Return & Refund Policy carefully before making a purchase. Nothing in this policy affects the mandatory consumer rights you have under the law of your country of residence.

1. Return Window

You may request a return within 14 days of receiving your order. Requests made after this period cannot be accepted.

2. Return Eligibility

To be eligible for a return, your item must be:

Unused, unworn and in its original condition;
Returned in its original packaging, with all tags attached and any included accessories;
Accompanied by proof of purchase or your order confirmation (your order number is sufficient).

Items that show signs of use, wear, washing, alteration or damage caused after delivery may not qualify for a refund.

3. How to Start a Return

All returns must be authorised by us before you ship anything back.

Email us at contact@zenestore.co with your order number and the reason for the return. If the item is damaged, defective or incorrect, attach photos of the product and its packaging.
Our support team will review your request and reply within 24 to 48 hours on business days with the approval, the correct return address and full instructions on how to send your package.
Ship the item back following those instructions and send us the tracking number.
Once the item arrives and is inspected, we will confirm the outcome by email.

Returns sent without prior authorisation will not be accepted or refunded.

4. Return Address

Approved returns must be sent to:

Travessa Carlos Ponte, 610
Bairro Fátima
Russas – Ceará
Postal code 62906-096
Brazil

Please do not ship to any other address. Returns sent elsewhere cannot be processed or refunded.

5. Return Shipping Costs

Item arrived damaged, defective or incorrect: we cover the full cost of the return. If a physical return is required, we will send you a prepaid return shipping label at no cost to you.
All other returns (change of mind, wrong size ordered, no longer needed): the cost of return shipping is the customer's responsibility. The original shipping fee is non-refundable.

We recommend using a trackable shipping method for returns you pay for yourself, as we cannot issue a refund for a return package that is lost in transit and cannot be traced.

There are no restocking fees on any return.

6. Damaged, Defective or Incorrect Items

Please inspect your order upon receiving it. If your item is damaged, defective, or you received the wrong item, contact us within 14 days of delivery at contact@zenestore.co and include:

Your order number;
Clear photos of the item and its packaging;
A description of the issue.

In most cases photos are enough to resolve the matter, with no need to send the item back. Once confirmed, you choose the outcome: a free replacement or a full refund, including the shipping you paid. If we do need the item returned, we provide a prepaid return label at no cost to you.

You are never charged for a return caused by a fault on our side.

7. Legal Guarantee of Conformity

We are under a legal duty to supply goods that match their description, are of satisfactory quality and are fit for purpose.

If you are a consumer in the European Union or the United Kingdom, you benefit from the statutory guarantee of conformity for two years from delivery. If a product does not conform to the contract within that period, you are entitled to repair or replacement, or to a price reduction or refund, in accordance with applicable law. The 14-day windows described elsewhere in this policy apply to returns and withdrawal, and do not shorten this guarantee.

If you are a consumer in Australia or New Zealand, our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act.

Please report any defect as soon as you reasonably can after discovering it, with your order number and photographs, so we can assess and resolve it quickly.

8. European Union and United Kingdom — 14-Day Right of Withdrawal

If your order is delivered in the European Union or the United Kingdom, you have the statutory right to cancel or return your order within 14 days of receiving it, for any reason and without giving a justification. This right applies to all items, including those bought on sale or during a promotion.

To exercise it, notify us at contact@zenestore.co within that period. You then have a further 14 days to send the goods back to the address in Section 4. The direct cost of returning the goods is yours, except where the item is defective, damaged or incorrect.

You may inspect and try the goods as you would in a shop, but if you use them beyond what is necessary to establish their nature and characteristics, we may reduce your refund to reflect the resulting loss in value.

We refund the amount you paid, including standard outbound shipping, within 14 days of receiving the goods back or of your proof that they were sent, using your original payment method.

This right does not apply to made-to-order or personalised goods, sealed goods unsuitable for return for hygiene reasons once unsealed, perishable goods, or gift cards.

9. Exchanges

We offer free exchanges when there is a problem with the size or with the product itself. Contact us with your order number and we will arrange the exchange at no cost to you.

For exchanges for any other reason, the fastest route is to request a return for the item you received and place a new order for the one you want, since we cannot reserve stock while a return is in transit.

10. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

Intimate apparel;
Swimwear, once the hygiene seal has been removed;
Personalised or customised items, and made-to-order products;
Personal care and beauty products, once opened or unsealed;
Perishable goods;
Gift cards;
Items damaged by misuse, improper handling or normal wear after use.

If you have questions about a specific product, contact us before requesting a return and we will confirm.

11. Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

Approved refunds are issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to process and post the refund to your account.

Shipping fees are non-refundable unless the issue was caused by our error. Import duties, customs charges or local taxes paid to your local authorities are not refundable by us and must be claimed directly from your customs office.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at contact@zenestore.co and we will investigate it with our payment provider.

12. Order Cancellations

Orders can be cancelled free of charge within 24 hours of purchase, and remain cancellable at any time before dispatch — contact us as soon as possible.

Once an order has been dispatched, cancellation is no longer possible and the order must follow the return process described above, without prejudice to the right of withdrawal in Section 8.

13. Before Opening a Payment Dispute

If something is wrong with your order, please contact our support team first at contact@zenestore.co. Most issues — delays, packages held in customs, damaged items, wrong sizes — are resolved faster directly with us, because we can act on the shipment or send a replacement immediately, which a payment dispute cannot do.

Contacting us first does not limit any right you have to escalate the matter afterwards, including to your bank or card issuer, or to the consumer protection authority of your country.