Returns and Refunds

If something did not go as expected, we want to help. Because many of our products are personal care and everyday items, some returns have hygiene conditions explained here.

1. Return window

You may request a return within 30 days of the delivery date.

2. Conditions

To be accepted, the product must be:

• unused, unopened and with its safety seals intact;
• in its original packaging and in resalable condition;
• accompanied by the order number or proof of purchase.

3. Non-returnable items

For hygiene and safety reasons, we do not accept returns of:

• personal care products, cosmetics, oils or formulas that have been opened, used or have a broken seal;
• opened infusions, foods or other consumable products;
• products marked "final sale" or bought on clearance;
• gift cards.

This does not apply if the product arrived damaged, defective or incorrect (see section 6).

4. How to request a return

1. Email hola@zennatu.us with the subject "Return," your order number, the product and the reason.
2. We will reply with authorization and shipping instructions. We do not accept returned packages without prior authorization.
3. Pack the product securely and ship it with a tracked service. Until we receive it, the product travels at your risk.

5. Costs and refunds

• Return shipping costs are paid by the customer, unless the return is due to our error or a defective product.
• Once we receive and inspect the product, we will confirm whether the refund is approved. If it is, we will issue it to the original payment method; you will see the funds within 5 to 10 business days, depending on your bank.
• Original shipping costs are non-refundable, unless the error was ours.
• Import duties and taxes paid to customs are not refundable by us.
• If a returned product does not meet the conditions, we will send it back at your cost or, if you do not reply within 30 days, we may dispose of it.

6. Damaged, defective or incorrect products

Let us know within 7 days of delivery with photos of the packaging and the product. If we confirm the issue, we will send a free replacement or refund the product and shipping, as you prefer. We may or may not ask you to return the product, depending on the case.

7. Exchanges

The fastest way to get a different product is to request a return of the one you have (if it meets the conditions) and place a new order.

8. Cancellations

You can cancel your order at no cost as long as it has not shipped. Contact us as soon as possible; once shipped, this returns policy applies.

9. Chargebacks

If you have an issue with a charge, please contact us first: we can almost always resolve it faster than your bank. Opening a chargeback without contacting us may delay a solution, and we may provide the bank with evidence of the order and delivery.

10. Your legal rights

This policy does not limit any non-waivable rights you have under the consumer protection laws of your country or state of residence.