Returns & Refunds

Order cancellation

You can cancel your order free of charge before it ships. Email contact@zenooly.com with your order number. Once the order has shipped, it can no longer be cancelled, but you can still return it under the rules below.

Return window

You have 30 days from delivery to request a return. If you live in the European Union, this also covers your legal right of withdrawal of 14 days.

Please email us before sending anything back. We will reply with the return address. Parcels sent without our confirmation cannot be traced or refunded.

Faulty or damaged products

If your product arrives damaged, has a manufacturing fault, or does not work as described, email us with your order number and photos or a short video. We will send a replacement or issue a full refund, at no cost to you. In most cases you do not need to send anything back.

Wrong color: exchange

If you ordered the wrong color, you do not need to send the first item back. You keep it, and we send you the color you wanted for a flat exchange fee of $15, which covers the new item and its shipping. Email us with your order number and the color you need, and we will send you a secure payment link.

Change of mind: return

If you simply changed your mind, the product must be returned unused, in its original condition and packaging. Returns go to our warehouse abroad, and the return shipping is paid by the customer. International return shipping can cost as much as the product itself, so please write to us first. There is often a simpler solution, such as an exchange or a partial refund.

We refund the product price once the return reaches our warehouse and is inspected.

When we cannot issue a refund

  • The product was used, damaged, altered or cut by the customer and is returned as a change of mind return.
  • The product is returned without its original packaging.
  • The order could not be delivered because of an incorrect or incomplete address, or because the courier could not reach the customer. See our Shipping Policy.
  • The request is made more than 30 days after delivery.

Refund timing

Refunds are made to your original payment method. They usually appear within 5 to 10 business days, depending on your bank. Return shipping costs are not refunded, unless the product was faulty.

EU legal guarantee

If you live in the European Union, you also benefit from the legal guarantee of conformity of at least 2 years for faulty products. This policy does not limit your statutory rights.

Questions

Email contact@zenooly.com and a person will answer, usually the same day.