Returns Policy
Next steps (waiting for a decision)
Once your return request has been submitted, please allow 48 hours for the return request to be reviewed by a trained agent. You’ll receive an email notification regarding the final decision.
If your return request is approved, you will receive a ‘Return Label Email’ to return the item(s). Follow all instructions in the email to complete the return process. Once the return is received and verified to be in original condition, the refund will be processed. Please allow 7-10 business days for most refunds for returns to finish processing and for the funds to appear back in the account associated with your payment method. Please check the SPAM folder if you do not see the return label email.
An Important Message to our Valued Customers
We’re working diligently to reach our customers. We understand how eager our customers are to get their products and we strive to provide service excellence.
Frequently Questions
You can report a lost order or a missing, wrong, damaged, or expired item by completing a refund or replacement request. Returns must comply with our return policy. Once you submit the return request, please allow 2-3 days for our trained agent to review and respond to the request.
Your refund may be returned to the original payment method or offered as store credit. If you would like to use your refund immediately, we recommend accepting your refund as store credit which becomes available within 24 hours. Please note, returns to the original payment method may take up to 7-10 business days for your bank to process.
If your card has expired or the account is closed, do not worry! Contact your bank to learn about possible options to receive the refund.
Requests can be submitted within 60 days of purchase. Products not purchased directly through the Zenco.Market website or app are limited to a refund period within 30 days of purchase. Some items must be refunded and not exchanged or returned. You may need to provide documentation depicting damages, wrong items sent, etc. for refund approval. Refunds may be granted back to the original form of payment or provided as store credit.
We recommend accepting your refund in store credit which is typically available to use within 24 hours. Refunds to the original payment method are subject to your bank’s local processing times.
Your refund/replacement/return request may take up to 3 days to be reviewed by a trained agent. We’ll send an email notification once your refund request has been approved or denied. If your account is not linked to an email, you are able to see the decision in your Zenco account messages.
If approved, please allow 7-10 business days for your bank to finish processing the refund to the original payment method. It may take up to 30 days to complete the refund if the order was paid using Apple Pay or PayPal.
If your refund has not been received after 35 days of approval from Zenco, please contact your card issuer or bank. This is an issue occurring on their end and they will be best suited to assist you further.
The replacement order will be sent once it is fulfilled. It may take up to 48 hours for the order to be shipped. You will see a new order number and tracking details in your account. Please note that not all items are eligible to be reshipped.
Rest assured, you will not be charged for canceled orders. You may see a pending transaction that is voided upon order cancellation. Zenco never receives payment until orders have been shipped.
Please allow 7-10 business days for the funds to appear in the financial account associated with your payment method. You may see the voided transaction on your bank statement. If the order was paid using Apple Pay or PayPal, it may take up to 30 days to void the pending transaction.
Refunds may take up to 35 days to process for customers outside of the United States. Store credit is the quickest way to be refunded and is typically available for use within 24 hours of refund approval.
If your refund has not been received after 35 days of approval from Zenco, please contact your card issuer or bank. This is an issue occurring on their end and they will be best suited to assist you further.
We’re happy to know that you have received your order! Please feel free to keep the package as a gift from Zenco for any inconvenience you may have experienced. We appreciate your business and are honored to have you as our customer. This one’s on us!
If the refund to the original payment method has already been processed, please contact your bank to arrange an alternative method to receive the funds via check, cash, etc. If your bank account is closed, you can be refunded with store credit when you submit a refund request. Contact us using the contact form.
Even if your credit card is expired, the funds will still be successfully credited to your bank account. If you haven’t seen the refund yet or the account is no longer open, please contact your financial institution. Zenco is unable to process a refund to a different card or account from the original payment method for any reason.
Refunds for any items or orders may be less than expected due to discounts and promotions received when placing the order. The refunded amount reflects what was actually charged after all discounts were applied.
Refund totals for returns may be also different from the original purchase total due to additional fees incurred to return the products to our fulfillment centers (including return postage, handling, storage, and quarantine fees).