Refund Policy Overview
1.1 Scope of Refund Policy
This refund policy applies to all users who purchase products through the GET ZENO international e-commerce platform. Users requesting refunds after purchase must comply with the terms outlined herein.
1.2 Eligibility for Refund Requests
Users may request a refund under the following circumstances:
- The product received has quality issues or does not match its description;
- The product was damaged during shipping;
- The user requests a return/exchange for personal reasons.
1.3 Refund Request Timeframe
Refund requests must be submitted within 7 business days after receiving the product. Requests beyond this period will be deemed as forfeiture of refund rights.
Refund Process
2.1 Submitting a Refund Request
Users who meet the refund criteria may submit a request via the GET ZENO platform. Required information includes:
- Order number
- Product name
- Reason for refund
- Supporting evidence (e.g., photos/videos of the product).
2.2 Refund Review
GET ZENO will review the request upon submission. If approved, the user must return the product to the designated address as instructed and provide the return tracking number and logistics details.
2.3 Refund Processing
After receiving and verifying the returned product, GET ZENO will issue the refund to the user’s original payment account within 7 business days, provided the product meets refund criteria.
Special Circumstances
3.1 Product Quality Issues
If a product has quality issues or does not match its description, the user may request a refund. Upon verification and approval, GET ZENO will issue a full refund and cover associated shipping fees.
3.2 Shipping Damage
If a product is damaged during transit, the user may request a refund. After verification, GET ZENO will issue a full refund and cover related shipping costs.
3.3 Returns for Personal Reasons
For returns/exchanges due to personal reasons, users must submit a request within 7 business days of delivery. GET ZENO will evaluate each case individually. If approved and the product meets return criteria, the user will receive a refund for the product price but is responsible for associated shipping fees.
Additional Notes
4.1 Non-Refundable Products
Certain products, including customized/personalized items, are non-refundable once purchased. Users must review product details carefully before ordering.
- Crystal/stone products: As natural items, their appearance may vary from product images. Refund requests based on ”appearance discrepancy” will not be accepted.
4.2 Refund Allocation
GET ZENO will determine refund amounts based on the specific circumstances:
- For quality issues or shipping damage: Full refund + covered shipping fees.
- For personal reason returns: Product price refund only (user bears shipping fees).
4.3 Other Matters
For further inquiries, users may contact us through the ”Contact Us“ page on the GET ZENO platform. Our support team will provide professional assistance.
Effective Date: [2025.0523]
This policy is subject to updates. Please check our website for the latest version.
