Refund & Return Policy

 

💸 Refund & Return Policy

At Zeréna, we truly value your satisfaction. Shopping online can be tricky — and we’re here to make it as easy, clear, and stress-free as possible. Whether you're not in love with your order or there was a delivery issue, we're here to help.

📦 Returns & Exchanges

We accept returns and exchanges for items purchased on our website under the following conditions:

  • Return request is made within 30 days of purchase.

  • Item must be unused, with no visible signs of damage.

  • All original packaging must be intact.

  • Certain items are non-returnable, including:

    • Intimate products (e.g. undergarments, menstrual cups)

    • Sanitary goods

    • Hazardous materials or flammable liquids/gases

🚚 Return Shipping

  • You are responsible for the cost of return shipping.

  • If your item is valued over $75, we recommend using a trackable shipping service or shipping insurance.
    We can’t guarantee receipt of your returned item without tracking.

🔁 How to Request a Return or Exchange

Email our support team at shopzeréna@gmail.com with:

  • Your order number

  • The reason for return or exchange

  • Photos/videos (if the item is defective or damaged)

Once approved, we’ll provide instructions for return. Some returns may need to be shipped directly to our supplier's warehouse (e.g., in China), depending on the item.

💳 Refunds

Once we receive and inspect your return, you’ll get a confirmation email about the status of your refund.

If approved, your refund will be issued to your original payment method. Please allow 2–3 business days for the transaction to reflect, depending on your bank.

⏰ Late or Missing Refunds

If your refund hasn’t appeared after 3 business days:

  1. Check your bank again.

  2. Contact your credit card company or bank — processing time can vary.

  3. Still nothing? Email us at shopzeréna@gmail.com, and we’ll help.

🎁 Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit once the return is received. A digital gift card will be emailed to you instead of a refund.

🔧 Damaged or Defective Items

If your item arrives damaged or defective, please email shopzerena@gmail.com within 48 hours of delivery. Be sure to include:

  • Photos of the product

  • The original packaging

  • Your order number

We use tracking timestamps and carrier data to validate claims.

🚫 Non-Eligible Refunds (Dropshipping Conditions)

  • Delivery Delays: If your order hasn’t arrived within:

    • 45 days (USA)

    • 60–110 days (Rest of World)
      You may request a refund.

  • Delivered but not received: If tracking shows “Delivered” but you didn’t receive it, we may ask for a non-delivery certificate from your local post office.

  • Change of mind or wrong size/color: Refunds or returns are not guaranteed for buyer error, unless the item is unused and returnable under Zeréna policy.

💬 Feedback & Questions

We love hearing from you!
Whether it's feedback, suggestions, or concerns, reach out anytime at shopzerena@gmail.com . Your voice matters — and it helps us get better every day.