Refund policy
💜 RETURNS AND REFUNDS POLICY — ZENIN
Effective date: September 10, 2026
Last updated: September 11, 2026
At ZENIN, we want our customers to clearly understand the conditions applicable to returns, defective products, undelivered orders and refunds.
This Returns and Refunds Policy applies to purchases made through our official channels and should be read together with our Terms of Service, Shipping Policy, 90-Day Warranty and the conditions applicable to Shipping Protection.
Nothing in this policy is intended to limit mandatory consumer rights available under applicable law.
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🔄 1. RETURNS DUE TO CHANGE OF MIND
ZENIN does not accept returns or issue refunds for personal reasons of the customer, including:
- Change of mind.
- Buyer's remorse.
- No longer wanting the product.
- Having made a purchase by mistake.
We recommend carefully reviewing the description, images, measurements and product options before completing your purchase. If you have any questions before buying, write to us and we'll help you.
This condition does not affect:
- The rights applicable to damaged, defective or incorrect products (section 3).
- The coverage applicable to orders not received (section 5).
- The mandatory rights that the law of the customer's country of residence may grant them (section 10).
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⚠️ 2. REFUND REQUESTS WITHOUT RETURNING THE ITEM
This section applies only to the cases covered by section 3, relating to damaged, defective or otherwise eligible faulty products.
🚫 It does not apply to requests based on change of mind, buyer's remorse, having purchased by mistake or simply no longer wanting the product, which are governed by section 1 of this Policy.
Where the physical return of the item is not reasonable due to cost, distance or shipping circumstances, and provided applicable law permits it, ZENIN may, at its discretion, offer a partial refund of up to 50% of the value paid for the affected items, allowing the customer to keep the product.
This type of solution may only be considered after evaluating the evidence and the circumstances of the case.
⚠️ This option does not constitute an automatic obligation of ZENIN nor a guaranteed alternative to the replacement of the item.
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🔍 3. DAMAGED, DEFECTIVE OR FAULTY PRODUCTS
Customers should reasonably inspect their order after receiving it.
If a product arrives with damage, a defect or a fault attributable to the product or to its condition at the time of delivery, the customer must notify ZENIN within 4 business days of receiving the order.
📸 Claim assessment
Once the notification has been received within the established period, ZENIN may request sufficient evidence to investigate and assess the case.
Evidence may include, where necessary:
- 📸 Clear photographs of the product and of the reported problem.
- 🎥 Videos in which the damage, defect or fault can be clearly observed.
- 📦 Photographs of the packaging and of the condition in which the order was received.
- 📝 A clear description of the problem.
The customer must provide the evidence reasonably requested so that ZENIN can properly assess the claim.
⚠️ Notification within the 4 business days does not automatically guarantee approval of a refund or replacement.
Each case will be assessed individually based on the available evidence and the relevant circumstances.
After assessing the claim, and where appropriate, ZENIN may offer a solution, including:
- 🔄 Replacement of the affected item or items.
- 💳 A partial or full refund corresponding to the case.
- 🛠️ Another reasonable solution according to the circumstances.
⏰ Claims submitted after the deadline
⚠️ Once the 4 business days following receipt of the order have passed, ZENIN will not be obliged, under its commercial coverage, to provide a refund or replacement for damage, defects or faults that were not reported within that period.
This period allows a reasonable assessment of the condition of the product at the time of receipt and helps distinguish possible pre-existing damage from damage occurring later through use, storage, handling or circumstances outside ZENIN's control.
Claims submitted after this period may not be eligible for the commercial coverage offered by ZENIN.
Nothing in this provision is intended to limit mandatory rights available to the customer under applicable law where those rights cannot be legally excluded or limited.
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🏤 4. PACKAGES NOT COLLECTED OR AFFECTED BY LACK OF COMMUNICATION
The customer is responsible for:
- 📦 Checking tracking updates.
- 📱 Keeping contact information valid.
- 💬 Responding to communications reasonably necessary to complete delivery.
- 🏤 Collecting the package when it is sent to a post office, pickup point or authorized location.
ZENIN will not be responsible for losses, returns or additional costs caused directly because the customer:
- Did not collect the package within the established period.
- Ignored necessary communications from the carrier.
- Did not provide information required to complete delivery.
- Provided incorrect contact or delivery information.
⚠️ These situations do not automatically give rise to a right to a refund.
When a package is returned, abandoned or affected by a situation attributable to the customer, any possible solution will be subject to the specific circumstances of the case, the costs reasonably incurred and applicable law.
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✈️ 5. DELAYED, LOST OR UNDELIVERED ORDERS
International orders may experience prolonged delays due to customs, flights, carriers, cargo consolidation or other logistics circumstances.
⚠️ A delay or the temporary absence of tracking updates does not automatically mean that an order is lost.
🛡️ Standard investigation process
Eligible orders that remain unreceived may be investigated under our 90-Day Warranty.
ZENIN may carry out or request verifications with logistics operators and carriers before determining the corresponding resolution.
If, once the period and process established in the 90-Day Warranty have concluded, it is determined that an eligible order has not been received, ZENIN may offer the corresponding resolution, which may include:
- 💳 A refund, or
- 🔄 A replacement,
according to the conditions of that warranty and the circumstances of the case.
⚡ Shipping Protection
Customers who have purchased Shipping Protection may have access to an accelerated or priority resolution process for eligible incidents, in accordance with the specific terms of that protection.
Shipping Protection does not remove the standard rights or coverage that apply; it provides additional conditions of assistance and resolution for covered cases.
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🎄 6. DELAYS DURING HOLIDAY SEASONS AND HIGH DEMAND
During holiday seasons, special promotions, launches, commercial events or high-demand periods, international logistics networks may experience additional delays.
For this reason, ZENIN does not automatically offer refunds solely due to normal delays within these periods.
Published shipping times are estimates and may be affected by circumstances beyond ZENIN's reasonable control.
Orders that meet the conditions to be considered genuinely lost or unreceived will continue to be subject to the process established in our 90-Day Warranty.
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💳 7. REFUND PROCESSING
Once a refund has been approved, ZENIN will attempt to process it using the original payment method used for the purchase, where technically possible.
The time required for the funds to appear may vary depending on:
- 💳 The payment method.
- 🏦 The payment provider.
- 🏛️ The banking institution.
- ⏳ Third-party processing times.
ZENIN does not control the internal processing times of banks or financial providers after a refund has been issued.
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🚫 8. SITUATIONS THAT DO NOT AUTOMATICALLY GIVE RISE TO A REFUND
A refund will not automatically apply solely because:
- 🔄 The customer changed their mind.
- 😕 The customer regretted their purchase.
- 📦 The customer no longer wants the product.
- ⏳ The package experienced a normal delay.
- 📍 Tracking did not update for a temporary period.
- 🎄 There were delays relating to holiday seasons or high demand.
- 🏤 The customer did not collect the package.
- 📝 Delivery could not be completed due to incorrect information provided by the customer.
- 📱 The customer did not respond to communications reasonably necessary to complete delivery.
Each case may be assessed in accordance with this Policy, the Shipping Policy, the 90-Day Warranty and applicable law.
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🛡️ 9. SHIPPING PROTECTION
ZENIN recommends purchasing Shipping Protection to obtain priority assistance and resolution for certain eligible incidents during the logistics process.
Shipping Protection must not be interpreted as a necessary condition for a customer to request assistance regarding an order that has not been received.
Customers who have not purchased this protection will still have access to the standard process applicable under our 90-Day Warranty.
The specific conditions, coverage, exclusions and procedures of Shipping Protection are described in its corresponding terms.
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⚖️ 10. MANDATORY CONSUMER RIGHTS
Depending on the customer's country or region, there may be laws granting mandatory rights relating to returns, defective products or refunds.
Nothing in this policy is intended to remove or limit those rights where they cannot be legally excluded.
Where there is a difference between this Policy and a mandatory right established by applicable law, that mandatory right will prevail to the extent required by law.
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📝 11. CHANGES TO THIS POLICY
ZENIN may update this Returns and Refunds Policy when necessary to reflect changes in our operations, services or legal requirements.
The version in force will be published on our official channels together with its update date.
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📩 12. CONTACT
To request assistance relating to a return, refund or problem with an order, the customer should contact ZENIN through our official customer support channels.
To help us review the case, we recommend including:
- 🧾 Order number.
- 📧 Email address used during the purchase.
- 📝 A clear description of the problem.
- 📸 Relevant evidence where applicable.
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