Refund policy

Return, Exchange & Refund Policy

At ZENNZ, we are committed to delivering quality products and a smooth shopping experience. Please review our policy carefully before placing your order.

🕒 Return / Exchange Window

You may request a return or exchange within 5 days of receiving your order.

Requests raised after 5 days from the delivery date will not be accepted.

⚠️ Important Unboxing Video Requirement (Mandatory)

For orders containing 2 or more products:

A complete unboxing video is mandatory to claim any return, refund, missing item, or wrong product issue.

This video must clearly show:

  • The sealed outer packaging before opening

  • Shipping label

  • Full unpacking process without cuts or edits

  • All received products clearly visible

Important:

Claims for missing items, wrong products, or quantity disputes in multi-item orders without a proper unboxing video may not be accepted.

✅ Eligibility for Returns & Exchanges

To qualify for a return or exchange:

  • The item must be defective, damaged, incorrect, or eligible under our exchange conditions

  • The product must be unused, unwashed, and returned in its original packaging with all tags intact

  • To help us resolve your issue quickly, please share:

    • Clear photos or videos showing the issue

    • Your order number or proof of purchase

Important:

  • Cash on Delivery (COD) charges are non-refundable

  • Express delivery charges are non-refundable

  • Products damaged due to misuse, negligence, washing, wear & tear, or improper handling are not eligible

  • Returns without original tags or packaging may be declined

❌ Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

  • Orders without required unboxing proof (mandatory for 2+ product orders)

  • Cash on Delivery (COD) charges

  • Express delivery charges

  • Products purchased during clearance/final sale (if applicable)

  • Used, washed, altered, or customer-damaged products

  • Products without original tags/packaging

  • Returns requested after the 5-day return window

  • Items marked non-returnable on the product page

📩 How to Request a Return or Exchange

To initiate a request:

Email: hello@zennz.in

Please include:

  • Your Order Number

  • Clear photos or unboxing video

  • A brief description of the issue

Our Customer Experience Team will review your request and respond within 48 hours.

🚚 Return Pickup & Shipping Charges

Once approved, ZENNZ will arrange pickup within 7–10 business days.

For defective / damaged / wrong product:

Free pickup (no return shipping fee)

For size issues / change of mind / other non-defect reasons:

A ₹120 return shipping fee will be deducted from your refund amount or must be prepaid before pickup.

Important:

  • COD charges are non-refundable

  • Express delivery charges are non-refundable

  • In locations where reverse pickup is unavailable, customers may need to self-ship the parcel

  • We recommend using trackable shipping for self-shipped returns

📏 Size Exchange Policy

First Size Exchange:

₹120 shipping charge applicable

Second Size Exchange (same order):

₹150 shipping charge applicable

Important:

  • Size exchange is only available for eligible products

  • Exchange requests are subject to stock availability

  • Replacement products are usually shipped within 3–5 business days after inspection

  • Please check the size chart carefully before ordering to avoid unnecessary exchanges

⚠️ Damaged or Tampered Package Policy

If your package appears tampered, damaged, or opened at delivery:

Please:

  • Reject the package immediately whenever possible

If already accepted:

Share package photos/unboxing video within 24–48 hours of delivery.

For visible product defects (cuts, stains, holes, wrong item, etc.), photos/videos of both packaging and product are required.

💳 Refund Policy

Once your returned product is received and inspected, we will notify you regarding approval or rejection.

If approved:

Prepaid Orders:
Refunds will be credited to your original payment method within 7–10 business days

COD Orders:
Refunds will be processed via UPI or bank transfer within 7–10 business days after receiving your payment details

Note:

  • ₹120 return shipping fee (if applicable) will be deducted

  • COD charges are non-refundable

  • Express delivery charges are non-refundable

  • Bank processing timelines may vary

🧾 Late or Missing Refunds

If your refund has not arrived:

  1. Recheck your bank account or payment method

  2. Contact your bank/card provider

  3. If still unresolved, email us at hello@zennz.in with your order details

🛑 Order Cancellation Policy

  • Orders can only be canceled before dispatch

  • Once shipped, orders cannot be canceled

  • Delivered orders will fall under the return/exchange policy

🔁 Exchange Policy

We replace products only if:

  • You received a damaged product

  • You received the wrong product

  • You requested an eligible size exchange

All exchanges are subject to verification and product inspection.

⚙️ Fraud Prevention & Fair Usage

ZENNZ may decline return/refund/exchange requests in cases involving:

  • Fake or misleading claims

  • Missing mandatory unboxing proof

  • Edited or unclear videos/photos

  • Used or tampered products

  • Policy misuse or abuse

All claims are subject to verification.

📌 Additional Notes

  • Please double-check your shipping address, product selection, and size before placing your order

  • For orders above ₹10,000, insured or trackable return shipping is strongly recommended

  • Policy may be updated without prior notice as per business requirements and applicable guidelines

💙 Shop Smart with ZENNZ  

At ZENNZ, we aim to provide a fair, transparent, and secure shopping experience for every customer.