ZENZII Return Policy
We want you to be happy with your purchase. We will gladly accept any returns within 30 days of purchase for non-Final Sale items. Note that Final Sale items are to be reported within 5 days of receiving. If the item is reported outside that 5-day window we, unfortunately, are unable to replace the item or provide store credit for it. Items that qualify for our Return Policy are those that have a manufacturer's defect or have been incorrectly shipped. The ZENZII Returns Department must first approve all items intended for return. All approved returns have the option to be replaced or issued a store credit, if no option is chosen store credit will be given. We do not provide any refunds back to credit cards. The Returns Department works on a case-by- case basis for return request out of the 30-day return window. We cannot guarantee that your return will be approved if it falls out of the return window.
Please carefully read the steps below on how you can get your request approved:
1. Submit the official Wholesale ZENZII RA form.
• You can find the RA stapled to the back of your invoice included in each shipment, or click here to download the form..
• All sections of the form must be filled out completely. RA forms that are submitted without checking the Terms & Conditions Agreement WILL NOT be processed. If the store option is not filled, it will be automatically be considered for store credit
• Email the completed form to firstname.lastname@example.org or fax to 770-685-1798. You can submit a picture of the RA form via e-mail, please make sure that the image is clear enough to read in order to avoid any delays.
2. Wait for the ZENZII Returns Department to contact you
• Please be patient, we understand the importance of your return. We may take up to 24-48 hours to review and process your return inquiry. At this time please hold on to the item(s) you wish to return.
• Once we have reviewed your RA form, you will be contacted by the Returns Department via e-mail (email@example.com). Please add our e-mail address to your contacts to avoid it going to your spam box.
• DO NOT send any items to ZENZII without receiving official approval from the ZENZII Returns Department, this means you will be given a unique RA number for your return . Any items that arrive without prior approval/RA number will not be processed and returned back to sender.
3. Ship us the approved returns
• Once your RA form has been approved, in most cases a prepaid return shipping label with the approved RA number will be emailed to you. Not all approved returns will be provided with a prepaid return label and it is up to the discretion of the Returns Department to provide it. If your return was approved and the prepaid return label was not issued the Returns Department will provide you with the RA number.
•There is a 7-day window for the prepaid return label to be valid. Please ship all returns within this window to avoid the label expiring. If you miss the 7-day window, you are then responsible for shipping costs.
• Refunds will not be given to those who opt to use their own postage.
• Please note that if the return is not received within a month (30 days) of approval, the RA will be closed. If the item is sent past that month we will not be able to provide you with a replacement or store credit for the item(s).
4. Receive your replacement or store credit.
•Once the Returns Department received your package and are processes your return, if you chose:
•To get the item(s) replaced, your replacement item(s) will be promptly shipped via USPS First Class Mail.
•To get store credit , a credit memo will be issued and e-mailed and if you have an online account with us, it will also appear in your account so that you may be able to apply the credit at checkout.
• We ask that damaged items be returned to us in the manner that they were shipped out to you , meaning that each item must be in its individual bag to avoid additional damages. Ex: Dainty items should be packaged individually.
• Approved items returned without a ZENZII tag/bags will incur a 15% restocking fee.
• Approved items returned damaged due to improper packaging will incur a 15% restocking fee. **Please use as many bubbles as possible**
• All discounted items are final sale . If item is damaged you may report the damage within 5 days of receiving your order.
•We do not issue refunds.
•Not all approved returns are provide with a prepaid return label. It is up to the discretion of the Returns Department to provide a prepaid return label. In a case when a prepaid return label is not provided, the customer is responsible for the return cost.RETURN FAQ
How long does the return process take?
Be patient, we try to get to all of the claims as fast as we can! We know how important it is to get the items replaced. We try to keep the return process within two weeks. Please keep in mind transit time may take up to a week.
What is your exchange policy?
We do not offer exchanges for different styles or colors, only replacements for the same style and color.
What does it mean when an item is marked final sale?
If you were to receive an item marked Final Sale and you received it damaged we allow our customers to report it via RA form to our Returns Department within 5 days of receiving the shipment. If the item is reported outside that 5-day window we, unfortunately, are unable to replace the item or provide store credit for it. If it is reported within that 5-day window it would go through our regular return process, meaning it will be reviewed and then depending on your choice we would either provide a replacement or a store credit for the item.
What if I ordered something and I don’t like it?
All return inquiries are reviewed on a case-by-case basis. We understand that sometimes items are not as expected. We try our best to work with you depending on the situation.
What happens if I send something without approval and RA #?
We cannot accept returns without them being approved and an authorization number. If we receive a package without approval and authorization number, the package will be returned to sender. We are not responsible for any lost packages. it may be lost in our warehouse and there is a chance we will not process.
My customer has a damaged item, can I return the item?
If the item is in new condition and it has a manufacturer’s defect, we will accept the item and offer replacement or store credit, as long as it is within the allowed time for returns.
I have a fashion emergency!
Can I get a replacement ASAP? We understand that unexpected events come up. However, we do have a system in place for returns. An RA form must be submitted in order for it to be reviewed. We will try our best to work on it as fast as we can!