Return & Refund Policy

Return & Refund Overview

Zenurai accepts eligible return requests within 60 days of the delivery date. This extended return period gives customers reasonable time to review their purchase and determine whether the merchandise is suitable.

Once an eligible return has been received and reviewed, approved refunds are generally processed within 12 days. Zenurai does not charge a return fee or restocking fee for eligible returns.

Return Eligibility

To qualify for a return, the item should be in appropriate condition for resale. Products should be returned in the condition in which they were received, with original tags, packaging, accessories, and other included components where applicable.

We recommend that customers inspect their purchases promptly after delivery. If you discover an issue with an item, contact our support team as soon as reasonably possible so we can review the situation.

Generally, returned merchandise should meet the following conditions:

• The return request is submitted within 60 days of delivery.
• The merchandise is unused or in a condition suitable for return.
• The item has not been intentionally damaged, altered, or modified.
• Original product packaging and included accessories are retained where applicable.
• The merchandise can be reasonably identified as belonging to the original order.

Items that do not meet the applicable return conditions may be subject to review before a refund is approved.

Return Timeframe

Customers have 60 days from the delivery date to contact Zenurai and request an eligible return.

Return requests submitted after the applicable 60-day period may not qualify under the standard return policy. If an unusual circumstance has affected your ability to request a return within the stated timeframe, contact our support team and provide the relevant details so the situation can be reviewed.

Items That May Not Qualify

Certain merchandise may not qualify for a standard return when its condition prevents it from being reasonably resold or when it has been altered after delivery.

Examples may include items that:

• Have been significantly used or worn.
• Have been intentionally damaged.
• Have been altered or modified after delivery.
• Are missing essential components or accessories.
• Are returned without sufficient information to identify the order.

If you are uncertain whether an item qualifies, contact Zenurai before sending it back. Our support team can provide guidance based on the specific order and merchandise involved.

How to Request a Return

To begin a return, contact Zenurai support using the email address provided at the end of this page. Please include enough information for us to identify your purchase and understand the reason for the request.

1. 01
   Contact Support Email support@zenurai.com with your order number and return request.
2. 02
   Provide Order Details Tell us which item you would like to return and briefly explain the reason for the return.
3. 03
   Receive Return Instructions Our support team will review the request and provide the applicable return instructions.
4. 04
   Send the Item Package the merchandise securely and follow the return instructions provided by our support team.
5. 05
   Return Review Once received, the returned merchandise may be reviewed for eligibility.
6. 06
   Refund Processing Approved refunds are generally processed within 12 days after the return has been received and reviewed.

Return Shipping

Return shipping arrangements may vary depending on the reason for the return and the circumstances associated with the order. Customers should contact Zenurai before sending merchandise back so that the correct return instructions can be provided.

We do not charge a return fee or restocking fee for eligible returns. No restocking deduction will be applied to an approved eligible return.

Customers should use appropriate packaging when sending merchandise back. Items should be protected during transportation to help prevent damage while in transit.

Returns for Damaged or Incorrect Items

If you receive an item that appears damaged, defective, incorrect, or materially different from what was ordered, please contact Zenurai support promptly after delivery.

Include your order number and a clear description of the problem. Photographs may also be requested when they are useful for evaluating the condition of the merchandise or confirming an order issue.

Do not discard the merchandise or its packaging before contacting us when the condition of the package or item may be relevant to the review.

We will review the available information and determine the appropriate next step based on the circumstances of the order.

Refund Processing

Once an eligible return has been received and reviewed, an approved refund is generally processed within 12 days.

After Zenurai processes a refund, the time required for the funds to appear in the customer's account may depend on the payment provider or financial institution used for the original transaction.

No Return or Restocking Fees

Zenurai does not charge a return fee or restocking fee for eligible returns that meet the applicable requirements of this policy.

The absence of a return or restocking fee does not change the requirement that returned merchandise must meet the applicable eligibility conditions.

Refund Method

Approved refunds are generally issued using the original payment method associated with the order. This helps maintain a clear connection between the original transaction and the corresponding refund.

If the original payment method cannot receive the refund for a reason outside our control, our support team may contact the customer to determine an appropriate alternative where available.

Customers should allow additional time after refund processing for their payment provider or financial institution to post the funds to the account.

Partial Returns

Customers may request to return eligible individual items from an order rather than returning the entire purchase, provided the merchandise meets the applicable return requirements.

When only part of an order is returned, the refund amount will generally correspond to the eligible merchandise accepted for return, subject to the circumstances of the transaction.

If you are unsure how a partial return may affect your order, contact our support team before sending the merchandise back.

Exchanges

If you would prefer a different item, size, style, or color, please contact Zenurai support before sending your original merchandise back. Availability may vary depending on current inventory.

When a direct exchange is not available, our support team may provide instructions for returning the original item and placing a separate order for the desired merchandise.

Return Packaging

Customers should package returned merchandise securely to reduce the possibility of damage during transportation. Whenever practical, use the original packaging or another suitable protective package.

Include the information requested by Zenurai so the returned package can be matched with the correct order. Missing order information may delay the review process.

Customers should retain shipment or tracking information when returning a package until the return has been received and the refund process has been completed.

Return Review

Once a returned item arrives, Zenurai may review its condition and compare the merchandise with the information provided in the return request.

The review helps confirm that the returned merchandise corresponds to the original order and meets the applicable return conditions.

If additional information is required during the review, our support team may contact the customer using the contact information associated with the order.

Return & Refund Timeline

Frequently Asked Questions

How long do I have to return an item?

Eligible items may be returned within 60 days from the delivery date.

Does Zenurai charge a return fee?

No. Zenurai does not charge a return fee for eligible returns.

Is there a restocking fee?

No. Zenurai does not charge a restocking fee on approved eligible returns.

How long does a refund take?

Approved refunds are generally processed within 12 days after the returned merchandise has been received and reviewed.

Where will my refund be sent?

Refunds are generally issued to the original payment method used for the purchase.

Can I return a partially used or worn item?

Standard returns are intended for merchandise that remains in an appropriate condition for return. Items that have been significantly used, altered, damaged, or modified may not qualify.

What if I received a damaged item?

Contact Zenurai support promptly with your order number and details about the damage. Photographs may be requested to help us review the issue.

What if I received the wrong item?

Contact us as soon as possible with your order number and information about the item received. Our support team will review the order and provide the appropriate next steps.

Contact Us

If you need assistance with a return, refund, damaged product, incorrect item, or another order-related concern, please contact our support team. Providing your order number will help us identify your purchase and respond more efficiently.

Return & Refund Summary

Zenurai aims to keep the return and refund process clear, practical, and easy to understand. If you have any questions about whether an item qualifies for return or how to begin the process, please contact our support team before sending merchandise back.