Return And Refund
Business days: 8am to 8pm Pacific Time/Monday to Friday Every Week (except for holidays).
Return Center: 2001 Oak Park Ave, Chico, California 95928, United States.
I. RETURN
We accept returns for both defective and non-defective items; please read carefully to understand the conditions and return procedures:
Return Items Conditions:
To be eligible for a return, the item must be in its original condition as delivered, meaning unused and unaltered; except in cases of defects. Applies to all products purchased on the zoenus.com website.
Return timeframe:
Our policy is 30 calendar days from the date of delivery. Return requests need to be sent to us within the above time period.
Return method:
Zoenus accepts returns by mail. To return an item, please send email to us to the email: contact@zoenus.com with subject “Return Request” and send us: Order number, item and reason for return, photos/videos of the problem on the item received (if any).
– Zoenus will review return requests within 2 business days and provide prepaid return labels via email. Customers need to download and print.
– Package the return item includes original packaging, tags, and accessories, attach the return label to the package.
– Take the package to the carrier specified on the provided return label.
Who is responsible for the return shipping fee?
Zoenus will provide a prepaid return label (free return shipping) for any approved requests. Return shipping costs are not deducted from the customer’s refund.
Does the customer have to pay a restocking fee?
+ For U.S. orders: No restocking fees, no processing fees.
+ For international orders: Zoenus applies a restocking fee equal to 10% of the price paid for the returned item. This fee will be deducted directly from your refund. However, the restocking fee will not apply if the return is due to an error on our part, including damage during delivery, a defective product, an item that differs from its description, or an incorrect item being delivered.
Track return package
The time it takes for your returned item to arrive varies depending on your location. You can track it using the tracking number on the return label.
Inspect returned items
Once your returned item arrives, it will be inspected by our returns department for approval or rejection. Please allow up to 3 business days from its arrival for inspection and processing. Once the inspection is complete, you will be notified of the approval or rejection by email.
II. EXCHANGE
Items eligible for return are also eligible for a free replacement (one-for-one exchange) within 30 calendar days from the date of delivery.
Please contact contact@zoenus.com to submit an exchange request with the relevant details. The replacement item will be shipped within 3 business days after the returned item passes inspection. Any difference in item price must be paid before the replacement item is shipped.
III. REFUND
Refund Processing Time and Refund Methods:
If your refund request is approved, the refund will be processed and automatically credited to your original payment method (credit/debit card or PayPal) within 2–6 business days of the refund approval notification.
Gift purchases may be refunded as store credit.
Refund Amount: We will refund the price paid for the returned item, deducting any applicable restocking fees (if any). Shipping fees paid at checkout will only be refunded if the order is returned due to damage upon delivery, defects, different from the description, or incorrect delivery.
Late or missing refunds (if applicable)
Depending on the card issuer or bank, it may take a few additional business days for the refund to appear in your account.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at contact@zoenus.com.
III. DAMAGED OR INCORRECT ITEMS, WHAT SHOULD YOU DO?
If you receive a damaged, defective, different from the description or incorrect item, please contact our support team as soon as possible. We will arrange a replacement or a full refund. Please get in touch with us for better advice.
Customer Support
If you need assistance with a return, exchange, or refund request, please contact us.
Zoenus
Email: contact@zoenus.com
Address: 2001 Oak Park Ave, Chico, California 95928, United States
Phone: +1 (530) 394-9796
Support Time: 8am to 8pm Pacific Time/Monday to Friday Every Week (except for holidays)