Return And Refund
Last Updated: October 15, 2026.
Business days: 8am to 8pm Pacific Time/Monday to Friday Every Week (except for holidays).
I. RETURN
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 Items Conditions:
To be eligible for a return, your item must be in new condition, unused and unaltered (except in the case of defective items). Applies to all products purchased on the zoenus.com website.
Return method:
Zoenus encourage customers to return items by mail:
– 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 within 2 business days and provide prepaid return labels by email. Customers need to download and print.
– Package the return item includes original packaging, tags, and accessories.
– Send it to us at 2001 Oak Park Ave, Chico, California 95928, United States.
Who is responsible for the return shipping fee?
Zoenus will provide a prepaid label (free shipping cost) 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 returned item’s price, which is deducted directly from the refund. This fee does not apply if the international return is due to an error on our part (damage during delivery, product defect, differs from description, or incorrect item delivered).
Notify when Zoenus receives the returned 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.
II. EXCHANGE
Items eligible for return are also eligible for a free replacement (one-for-one exchange) within 30 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
Once the returned item arrives, all returned item will be processed through our inspection department for approval/rejection, please allow 3 business days to process for you and customers will be notified via email.
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.
Gift purchases may be refunded as store credit.
Refund Amount: We will refund the price of the item as shown on the invoice, deducting any applicable restocking fees. Shipping fees paid at checkout will only be refunded if all items in the order are being 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, lacking details, 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)