Return & Refund Policy

At Zene, customer satisfaction is important to us. Please read our Return & Refund Policy carefully before making a purchase.

Return Eligibility

Customers may request a return within 7 days after receiving their order.

To be eligible for a return:

• The item must be unused, unworn, and in its original condition
• The item must be returned in the original packaging
• Proof of purchase or order confirmation must be provided

Items that do not meet these conditions may not qualify for a refund.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return, including:

• Intimate apparel
• Swimwear
• Personalized or customized items
• Final sale or clearance items

Return Shipping Costs

Customers are responsible for the return shipping costs unless:

• The item arrived damaged
• The wrong item was received
• The product has a manufacturing defect

We recommend using a trackable shipping method, as we are not responsible for lost return packages.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include:

• Your order number
• Clear photos of the item
• A description of the issue

Our support team will review the case and provide a suitable solution.

Refund Process

Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved:

• Refunds will be processed to the original payment method
• Processing times may vary depending on your bank or payment provider
• Please allow several business days for the refund to appear on your account

Shipping fees are generally non-refundable unless the issue was caused by our error.

Order Cancellations

Orders may only be canceled within 24 hours after purchase.

Once an order has been processed or shipped, cancellation may no longer be possible.

Lost or Delayed Packages

We are not responsible for shipping delays caused by:

• Customs processing
• Carrier delays
• Weather conditions
• Incorrect customer information

If your package is significantly delayed, please contact our support team before opening a dispute or chargeback. We are committed to helping resolve delivery issues professionally.

Chargebacks & Payment Disputes

We encourage customers to contact our support team before opening a chargeback or payment dispute.

Most issues can be resolved quickly through our customer service team.

Unauthorized or abusive chargebacks may affect future purchases.

European Union Customers

Customers located in the European Union may have additional consumer rights under applicable consumer protection laws.

Contact Information

Customer Service:
Monday to Friday, 9am to 5pm

Response Time:
Within 24–48 business hours

📧 E-mail: contact@zenestore.co