Return Policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contacto@tiendazene.com. Please note that returns will need to be sent to the following address:
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contacto@tiendazene.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contacto@tiendazene.com.
Refund Policy
Important Information:
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30-day return period for products
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5-day processing time for refunds
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No restocking fees
If, for any reason, you are not satisfied with your order, please contact us. At ZENE, we strive to ensure that every customer is fully satisfied with the items purchased. If you are unhappy with the delivery or a product, contact us and a member of our team will be available to assist you immediately.
How to return an order, partially or in full?
You may return your items within 30 days of receiving them. Note that the full amount of the order will be refunded within 5 business days after we receive the items. Return shipping costs will not be reimbursed.
Please follow these steps to return your items:
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Notify us of your return request by emailing contacto@tiendazene.com
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Our customer service will send you a return form
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Ship the items to be returned. Shipping costs are the responsibility of the customer
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You will receive your refund within 5 business days after the returned items are received
Order cancellation:
Cancellation is only possible within 30 minutes after order confirmation. After this period, cancellation is no longer possible. Please send an email to contacto@tiendazene.com within the first 30 minutes if you wish to cancel your order.
Receiving damaged products:
If you receive damaged items, contact us within 30 days of receipt. Send us a photo of the damaged item for quicker resolution. We will replace the damaged item free of charge for the first shipment, but we will not refund the amount paid. If the issue persists after two attempts, we will refund the full amount of your purchase.
Product errors or issues after use:
In the case of manufacturing defects or issues after use, contact us by email at contacto@tiendazene.com for assistance.
Receiving incorrect items:
If you receive an incorrect order, contact us by email at contacto@tiendazene.com for a free correction.
Frequently Asked Questions about our Return Policy:
What is the return period for a product?
You have 30 days from the date of receiving your order to return a product.
When will I receive my refund?
Once the items are received and verified as undamaged, the amount will be refunded to the original payment method. Please contact us with your tracking number to expedite the refund process.
Do I have to pay return shipping fees?
Yes, return shipping fees are the customer's responsibility. We recommend using a tracked shipment to avoid any parcel loss.
Where can I contact you?
Send us an email at contacto@tiendazene.com for any assistance. We guarantee a response within 30 minutes to 24 hours.
I received a defective item. What should I do?
Send us a photo of the defective part by email for quick support.
Product return address:
AV TROMPOWSKI/SC, 210, 88.015-300 Brazil
Billing address:
20 Wenlock Road
London
England N1 7GU
United Kingdom
Company Number: 16094170