Refund policy

Thank you for shopping with ZENIXZ! We want you to be completely satisfied with your purchase. As every item is created specifically for your order, please read this policy carefully.

 

How to Initiate a Return

 

All returns must be pre-approved. Before attempting to return any product, you must contact our customer support team at zenixzstore@gmail.com or by replying to your order confirmation email. Please include your order number and a clear explanation of the reason for the return (e.g., Damaged Item, Wrong Size, etc.). Zenixz will handle the return process from there onwards. We will provide you with specific instructions and the correct return mailing address.

 

Reasons for Free Replacement or Refund

 

We stand by the quality of our products. In the event you receive an item that is our error, we will gladly offer a free replacement or a full refund. This covers any claims for misprinted, damaged, or defective items, which must be submitted with a clear photo of the issue within 10 days of receiving the product. For packages that are lost in transit, all claims must be submitted no later than 10 days after the estimated delivery date.

 

Important Shipping and Address Disclaimers

 

You are responsible for ensuring your shipping address is correct at checkout. If you provide an address that is considered insufficient or wrong by the courier, the shipment will be returned to us. Similarly, if a shipment goes unclaimed at the local post office, it will be returned. In both situations, you will be liable for the reshipment costs once we have confirmed an updated address with you. If the reshipment cost is not paid, the items will be disposed of (donated to charity), and no refund will be issued.

 

Non-Returnable Items (Health and Hygiene)

 

We cannot accept returns on the used item since it will be an issue with the hygiene. Therefore, please make sure to proceed for a return with the unused items.

 

Special Note for EU and Brazilian Consumers

 

For EU consumers, please be aware that the right of withdrawal (the right to cancel an order) may not apply to personalized goods or sealed goods unsealed after delivery due to health/hygiene reasons. For these reasons, ZENIXZ reserves the right to refuse returns at our sole discretion, except where mandated by local law for damaged or defective items. For Brazilian consumers, if you regret a purchase, you must contact us to express your will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The item will be evaluated to verify that it was not used or destroyed, as a refund will not be possible in those cases.

By purchasing from ZENIXZ, you agree to the terms of this Return & Refund Policy.