Refund policy
💜 RETURNS AND REFUNDS POLICY — ZENIN
Last updated: 31/05/2026
Effective date: 1/06/2026
At ZENIN, we want our customers to clearly understand the conditions that apply to returns, faulty 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 any mandatory consumer rights that apply under applicable law.
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🔄 1. RETURNS BECAUSE OF A CHANGE OF MIND
ZENIN does not accept returns or issue refunds for personal reasons on the customer's side, including:
- A change of mind.
- Regretting the purchase.
- No longer wanting the product.
- Having placed an order by mistake.
We recommend reviewing the description, images, measurements and product options carefully before completing a purchase. If you have questions before buying, write to us and we will help you.
This condition does not affect:
- The rights that apply to damaged, defective or incorrect products (section 3).
- The cover that applies to orders not received (section 5).
- Any mandatory rights granted to the customer by the law of their country of residence (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 or defective products or products with eligible anomalies.
🚫 It does not apply to requests based on a change of mind, regretting a purchase, having ordered by mistake or simply no longer wanting the product, which are governed by section 1 of this Policy.
Where physically returning the item is not reasonable because of cost, distance or shipping circumstances, and provided applicable law allows it, ZENIN may, at its discretion, offer a partial refund of up to 50% of the amount paid for the affected items, allowing the customer to keep the product.
This type of solution may be considered only after assessing the evidence and the circumstances of the case.
⚠️ This option is not an automatic obligation of ZENIN nor a guaranteed alternative to the replacement of the item.
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🔍 3. DAMAGED OR DEFECTIVE PRODUCTS AND PRODUCTS WITH ANOMALIES
Customers should inspect their order reasonably after receiving it.
If a product arrives with damage, a defect or an anomaly 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.
📸 Assessment of the claim
Once the notification has been received within the stated period, ZENIN may request sufficient evidence to investigate and assess the case.
Where necessary, the evidence may include:
- 📸 Clear photographs of the product and of the reported problem.
- 🎥 Videos in which the damage, defect or anomaly can be clearly seen.
- 📦 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.
⚠️ Notifying us within 4 business days does not automatically guarantee the approval of a refund or replacement.
Each case will be assessed individually on the basis of 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 appropriate to the case.
- 🛠️ Another reasonable solution according to the circumstances.
⏰ Claims made after the deadline
⚠️ Once 4 business days from receipt of the order have passed, ZENIN is not obliged, under its commercial cover, to provide a refund or replacement for damage, defects or anomalies that were not reported within that period.
This period allows a reasonable assessment of the condition of the product at the time it was received and helps distinguish possible pre existing damage from damage that occurred later through use, storage, handling or circumstances beyond ZENIN's control.
Claims made after this period may not be eligible for the commercial cover offered by ZENIN.
Nothing in this provision is intended to limit mandatory rights that may apply to the customer under applicable law where those rights cannot legally be excluded or limited.
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🏤 4. PARCELS NOT COLLECTED OR AFFECTED BY LACK OF COMMUNICATION
The customer is responsible for:
- 📦 Checking tracking updates.
- 📱 Keeping contact information valid.
- 💬 Responding to communications reasonably needed to complete delivery.
- 🏤 Collecting the parcel when it is sent to a post office, pickup point or authorised location.
ZENIN will not be responsible for losses, returns or additional costs caused directly because the customer:
- Did not collect the parcel within the set 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 create a right to a refund.
When a parcel is returned, abandoned or affected by a situation attributable to the customer, any possible solution will depend on 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 long delays because of customs, flights, carriers, freight consolidation or other logistical circumstances.
⚠️ A delay or a 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 checks with logistics operators and carriers before determining the appropriate resolution.
If, after the period and process set out in the 90 Day Warranty have concluded, it is determined that an eligible order has not been received, ZENIN may offer the appropriate 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, under the specific terms of that protection.
Shipping Protection does not remove the standard rights or cover 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 periods of high demand, international logistics networks may experience additional delays.
For this reason, ZENIN does not automatically offer refunds solely because of normal delays within these periods.
Published shipping times are estimates and may be affected by circumstances outside ZENIN's reasonable control.
Orders that meet the conditions to be considered genuinely lost or unreceived remain subject to the process set out in our 90 Day Warranty.
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💳 7. REFUND PROCESSING
Once a refund has been approved, ZENIN will try to process it using the original payment method used for the purchase, where technically possible.
The time needed for the funds to appear may vary depending on:
- 💳 The payment method.
- 🏦 The payment provider.
- 🏛️ The bank.
- ⏳ 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 CREATE A REFUND
A refund will not automatically apply solely because:
- 🔄 The customer changed their mind.
- 😕 The customer regretted the purchase.
- 📦 The customer no longer wants the product.
- ⏳ The parcel experienced a normal delay.
- 📍 Tracking did not update for a period of time.
- 🎄 There were delays related to holiday seasons or high demand.
- 🏤 The customer did not collect the parcel.
- 📝 Delivery could not be completed because of incorrect information provided by the customer.
- 📱 The customer did not respond to communications reasonably needed to complete delivery.
Each case may be assessed under 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 assistance and priority resolution for certain eligible incidents during the logistics process.
Shipping Protection should not be understood 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 still have access to the standard process under our 90 Day Warranty.
The specific conditions, cover, 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 legally be 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 with a return, a refund or a 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 at checkout.
- 📝 A clear description of the problem.
- 📸 Relevant evidence where appropriate.
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