Refund policy

Returns & Refunds

Thank you for your purchase at Zenya Naturals. We aim to supply high-quality products and excellent customer service. If for any reason you are not completely satisfied with your order, you may request a return under the conditions set out below.

By placing an order with Zenya Naturals you agree to the return and refund policy below.

Return period

We operate a return period of 14 days from delivery. This means you may submit a return request within 14 days of receiving your order.

To request a return, please first contact our customer service at support@zenyanaturals.com.

Returns sent back without prior approval unfortunately cannot be processed.

Return conditions

To be eligible for a return, the item must meet the following conditions:

  • the item is unused and undamaged;
  • the item is in its original packaging;
  • the item is in resalable condition;
  • you can provide a valid order number or proof of purchase.

If the product shows signs of use, wear or damage, the return may be refused.

Please note: shipping costs are not refunded.

Return costs

The cost of returning a product is borne by the customer.

Costs may vary depending on:

  • the country of dispatch;
  • the carrier chosen;
  • the shipping method.

We recommend using a shipping method with track & trace, as Zenya Naturals is not responsible for lost return shipments.

Processing of returns

Once we have received and inspected your return, you will receive a confirmation by email.

Returns are normally processed within 10 business days of receipt.

After a return is approved, the refund is issued to the original payment method.

Please allow 2–5 business days for the refund to appear on your account, depending on your bank or payment provider.

Wrong or damaged item received

Did you receive a wrong or damaged product? Please contact our customer service within 7 days of delivery.

Send an email to support@zenyanaturals.com stating:

  • your order number;
  • a short description of the problem;
  • clear photos or videos of the product.

After review we will offer a replacement or a refund where applicable.

Cancellations

Orders can be cancelled within 24 hours of being placed.

After this period the order may already be in processing or shipping, which makes cancellation no longer possible.

For cancellations, contact support@zenyanaturals.com.

Exceptions

For reasons of hygiene and safety, certain items cannot be returned once the packaging has been opened.

This applies among others to (but is not limited to):

  • personal care products;
  • cosmetic products;
  • intimate or hygiene items;
  • personalised or made-to-order products.

Sale items cannot be refunded and can only be exchanged for another item or store credit.

If a product is delivered defective or damaged, the exceptions above do not apply.

Delivery times

Orders are normally processed within 1–3 business days.

Because of high demand and international logistics partners, the estimated delivery time is 5–15 business days, depending on the destination.

Delays may occur due to factors outside our control, such as:

  • customs inspections;
  • carriers;
  • weather conditions;
  • busy shipping periods.

Zenya Naturals is not responsible for delays that arise after a parcel has been dispatched by the carrier.

Disclaimer

We do our utmost to present our products as accurately as possible on our website.

Please note that small differences in:

  • colour;
  • packaging;
  • product details

may occur and are not considered a defect.

Contact

Do you have questions about returns or refunds? Please contact our customer service.

Zenya Naturals – Customer Service
Email: support@zenyanaturals.com

Agreement

By placing an order with Zenya Naturals you confirm that you have read and agree to this return and refund policy.