Return & Exchance

Refund Policy

You have the right to cancel the contract under the Right of Withdrawal Act and claim a refund without giving any reason or justification within 14 calendar days of receiving the goods.

The 14-day cancellation period starts the day the goods are in your physical possession; weekends and public holidays are included in the 14 days. However, the cancellation period expires at the end of the following working day if the end of the 14 days falls on one of those days.

Your right to cancel may be exercised by e-mailing your clear statement to: return@zenatives.com ensuring that you do so within the 14-days cool-off period.  

In your e-mail message please clearly state the following details:

• Subject: Notice of withdrawal from contract of sale (must be stated)
• Name & Surname of customer of the order
• Refund Type Preference: Full refund or Store Credit / Gift Card 
• Full customer address 
• Order number/details
• Order (confirmation) day
• Order received day (in case on goods not yet received please state so)

Your e-mail must reach us with all of the above details within the 14-day cool-off period. 

REFUND OR STORE CREDIT

When registering a cancellation or return you can choose to receive a Refund or a Store Credit / Gift Card (Code) as a compensation for your returned item(s).

Refund

Your refund will be initiated when your return arrives at the returns depot and has been processed by our inspectors.  Please bear in mind that it may be up to 7 working days before your return has been processed.  An extra period of up to 5 working days may be required before your refund shows in your bank account.

We will make the reimbursement using the same means of payment as you used for the initial order purchasing transaction.

Store Credit / Gift Card (Code)

Your store credit or Gift Card Code will be issued when your return arrives at the returns depot and has been processed by our inspectors.  Please bear in mind that it may be up to 7 working days before your return has been processed.  An extra period of up to 5 working days may be required before your Store Credit / Gift Card Code will be sent to your e-mail address.

You may use the Store Credit / Gift Card Code repeatedly until its whole value has been exhausted.

Who can use Store Credits or Gift Cards

You are free to pass your Store Credit / Gift Card on to someone else, considering that it is linked to your e-mail address.  It is advisable for the person you will pass the Store Credit / Gift Card to register a customer profile at www.zenatives.com and use the Gift Card Code through her/his profile.  

Do not hesitate to communicate any issues you might face at order@zenatives.com and we shall be pleased to assist.

Refund of Shipping Fees 

Refund of shipping fees applies for either orders returned whole and in original condition or for Cancelled Orders under the Right of Withdrawal Act. 

RETURNS

We have a 30-day returns policy starting on the day your package has been delivered until the return day (inclusive).

Kindly allow up to 7 working days for your return to be processed and another up to 5 working days for your Store Credit / Gift Card Code to reach your e-mail address.

Very Important Notes:

• Eligible for return, are items  that reach us in the condition we despatched and you received; unused and/or unworn, with all hang-tags attached, and in their original packaging.
• Refund will not apply for worn, used and/or dirty garments, items with missing hang-tags, labels and/or other markings and/or their original packaging (polybags).
• You must return items in their original packaging. 
• Returns must be registered within 30 calendar days after having received package.
• Please treat all garments and accessories with extra care when trying on, kindly being extra careful especially when trying on first layer items.
• Do not remove hang-tags and/or labels.

Submitting Returns

Visit our website https://zenatives.com/pages/return-and-exchange and follow the few steps.

• Download & print the pre-paid return voucher and return instructions.
• Seal the parcel, having removed any labels, barcodes and stickers that might confuse/delay the routing of your return.  Then, cut-out and tape-fix our pre-paid shipping label on the outer side of one of the larger surfaces of the parcel.
• Our pre-paid shipping label you will print, is mandatory for processing the return.
• Drop-off the parcel at the designated locations or contact the carrier to schedule a pickup of your parcel (available in certain countries only).
• Save safely all relevant receipts, tracking numbers etc until your return has been fully executed – our Customer Care might request you to provide such. 

Return fees

Return fees of defective and/or incorrectly delivered items only will be refunded; in any other case, the return fees will be deducted from your refund.  To see your return charge rate, please visit https://zenatives.com/pages/return-and-exchange

Defective and/or incorrect items

In case of such a very annoying situation arising, please contact us at return@zenatives.com providing:

• Your Order Number
• Pictures of the defective or incorrect items you received
• Pictures of the delivery voucher and the package itself

We shall do our best to serve your case as quickly as possible.

If we will request from you to return to us the item(s) in question, being art of your order, please return the wrong items only. 

Last updated:  September 1st 2022