1. RETURN POLICY

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a 30-day return policy to ensure your peace of mind. Please review the following information to better understand our return process.

2. ORDER CANCELLATION

  • Cancellation Period: Your order can only be cancelled and modified free of charge within 2 hours of placing the order. After 2 hours, the order will be locked and can no longer be cancelled or modified. 

3. RETURN / REPLACEMENT CONDITIONS

  • All items must be unworn, in original condition, with original packaging and all tags.
  • Damaged or received the wrong item（Please check your order when you receive it, if the item is defective, damaged or received the wrong item, please contact us immediately so that we can solve the problem as soon as possible, and we will send you the correct product or refund）
  • Items do not match the ordered size or exhibit non-human-caused quality issues.

NOTES

  • Please do not return any goods without contacting us first.
  • For returns, please email us in advance at customer@shopzenma.com. If your return request is approved, we will send you return instructions and details for shipping the package. To process your return, we require a receipt or proof of purchase, preferably accompanied by photos or videos as evidence for refunds or exchanges.
  • If you wish to return an item, please contact us at customer@shopzenma.com within 30 days of receiving your package (as indicated by the delivery date on the tracking information).

4. RETURN PROCESS

If you meet the return conditions, please follow these steps:

  1. Contact us via email customer@shopzenma.com or phone +86 176 2521 8948 and provide your order number, purchase date and reason for return. Please attach images of the item if necessary.
  2. Return authorization: Upon approval of your refund request, we will issue you a return authorization number along with detailed return instructions. Unauthorized returns will not be accepted.
  3. Pack and ship the item: Return the item along with the return authorization number. Use the original packaging or suitable packing materials to ensure the item is not damaged during transit. We recommend using a trackable shipping method to ensure safe delivery.

5. SPECIAL SITUATIONS

  • Damaged or defective items: If you receive a damaged or defective item, please contact us within 48 hours of receiving the item, providing images and a detailed description. We will arrange a return, exchange, or refund as soon as possible.
  • Incorrect items: If you receive an incorrect item, please contact us immediately. We will replace it with the correct one at no additional cost to you.

6. RETURN METHOD

  • Please submit your return request via email. Include your order number and the reason for the return. It is advisable to attach photos or videos as evidence to facilitate a quicker product exchange or refund.
  • We will respond to your return request within 24 hours.
  • We will send you the return address if your return complies with our return policy.
  • Method of return: Courier
  • After shipping the product back to our return address, please send us the tracking number of the shipment.
  • If you paid via PayPal, the refund will be sent to your PayPal account within 3 business days. If you paid by credit card or debit card, the refund will be processed by your issuing bank within 7 business days after we receive the returned goods or cancellation request. For further inquiries, please contact your issuing bank.

Please Note:

  • If the return is due to the buyer's reasons, the buyer is responsible for the shipping costs of the return or exchange. The specific cost will depend on the courier company selected.
  • If the return is due to the seller's fault, such as receiving damaged or incorrect items, the consumer will not be responsible for the shipping costs associated with the return or exchange.

7. RETURN SHIPPING COSTS

  • Buyer-paid return shipping: If the return is due to the buyer's reasons, the buyer is responsible for the shipping costs of the return or exchange. The specific cost will depend on the courier company selected.
  • Seller-paid return shipping: If the return is due to the seller's fault, such as receiving damaged or incorrect items, the consumer will not be responsible for the shipping costs associated with the return or exchange.

8. REFUNDS TIME

Once we receive and inspect the returned item, if it meets the return conditions, we will process your refund as follows:

  • Refund Method: Refunds will be issued to the original payment method.
  • Processing Time:
    • If you paid via PayPal, the refund will be sent to your PayPal account within 3 business days.
    • If you paid by credit card or debit card, the refund will be processed by your issuing bank within 7 business days after we receive the returned goods or cancellation request. For further inquiries, please contact your issuing bank.

    If you haven’t received a refund yet, please check your bank account again.

  • Refund Confirmation: You will receive a refund confirmation email.

9. RETURN ADDRESS

10. RESPONSIBILITY

  • Please note that all accessories must be brand new and unopened to be eligible for a refund. To qualify for an exchange or refund, the product must be in this condition and retain its original sealed packaging as much as possible. If items are returned without cause, we will deduct the cost of return shipping from the refund amount.
  • Once we receive your package and verify that the warranty is still valid, we will provide a full refund or replacement for all eligible products. (The prerequisite is to provide proof of purchase and pictures/videos of the products with problems)

  • If you experience any post-purchase issues within the one-month warranty period, please contact us at customer@shopzenma.com, and we will provide a solution based on your situation.

  • Please be aware that Shopzenma is not responsible for any delivery failures caused by buyer negligence. Negligence includes, but is not limited to, refusal to confirm shipment and incorrect recipient information (such as order address, contact phone, or recipient name). In such cases, we cannot process a refund or exchange for your order. If you notice any errors in your order information, please contact us promptly at customer@shopzenma.com with your order number and the correct details.

  • Before we receive the returned goods, the customer assumes responsibility for the return. Please ensure proper packaging to avoid damage during transportation.

  • Once you submit a return or refund inquiry via email, we will respond within 24 business hours. If you do not receive a reply within 24 hours, please check your spam folder.