Refund & Returns Policy

Refunds and Returns Policy

Effective Date: 29-09-2024

At Zenatives, we are committed to ensuring our customers are fully satisfied with their purchases. If for any reason you are not satisfied with your order, we offer a straightforward and transparent returns and refunds process. Please read our policy carefully to understand how to initiate a return, the conditions that apply, and the timeframes for refunds.

1. Eligibility for Returns

We accept returns for physical products purchased from Zenatives if the following conditions are met:

  • The product must be returned within 14 days of the delivery date.
  • The product must be unused, unworn, unwashed, and in the same condition as received, with all original tags and packaging intact.
  • Items marked as “Final Sale” or “Clearance” are not eligible for returns unless they are defective or incorrect.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Gift cards
  • Customized or personalized products (unless faulty)

3. How to Initiate a Return

To initiate a return, follow these steps:

  1. Contact Us:
    Email us at [email protected] within 14 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive Return Authorization:
    Once we receive your request, we will review it and send you a Return Authorization Number (RAN) along with instructions on how to ship the item(s) back to us. Please do not send the items back without this authorization.
  3. Package the Item(s):
    Securely pack the item(s) in their original packaging and include a copy of your invoice or order confirmation. Be sure to include the Return Authorization Number (RAN) on the package.
  4. Ship the Item(s):
    Ship the item(s) to the following address:
    Zenatives Returns Department
    Cihangir, Ord.Prof.Dr. Ali Fuat Başgil Cad. 20/1
    34310 Avcılar/İstanbul
    You are responsible for the shipping costs of returning the item(s), unless the return is due to an error on our part (e.g., incorrect or defective items).

Return Shipping

We recommend using a trackable shipping service and purchasing shipping insurance. Zenatives is not responsible for lost or damaged returns in transit.

4. Condition of Returned Items

Returned items must be in new condition to be eligible for a refund or exchange. This means:

  • The item(s) must be unused, unworn, unwashed, and free from any signs of wear, stains, or odors.
  • The original tags and labels must still be attached.
  • All packaging, including any boxes, bags, and documentation, must be included.

If the product is not returned in its original condition, Zenatives reserves the right to deny the return or charge a restocking fee.

5. Refunds

Once we receive and inspect your returned item(s), we will notify you via email. If your return is approved, we will process the refund to your original payment method. The refund will be issued within [X] business days after the return is received and approved.

Please note:

  • Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective items).
  • If you used a discount code or promotion, only the amount you paid will be refunded.

6. Exchanges

If you wish to exchange an item for a different size or color, follow the return process outlined above. Once the return is approved and processed, you can place a new order for the replacement item. We do not offer direct exchanges.

7. Defective or Incorrect Items

If you received a defective or incorrect item, please contact us at [email protected] within 7 days of receiving your order. We will arrange for the return of the item and provide a replacement or full refund, including any shipping costs.

8. Return Fees and Costs

  • Return Shipping Costs: You are responsible for the cost of return shipping unless the item is defective or incorrect.
  • Restocking Fee: If an item is returned in a condition that is not resellable or does not meet our return standards, a restocking fee of [X]% may apply.

9. International Returns

If you are returning an item from outside of Turkey, you are responsible for any customs duties, taxes, and shipping fees associated with the return. We recommend clearly marking the package as “Returned Goods” to avoid unnecessary customs charges.

10. Timeframes

  • Return Window: Returns must be initiated within 14 days of the delivery date.
  • Refund Processing: Refunds are processed within [X] business days after we receive and approve the returned item.
  • Replacement Items: If approved, replacement items will be shipped within [X] business days of processing the return.

11. Contact Information

If you have any questions or need assistance with a return or refund, feel free to contact us:

Zenatives
Cihangir, Ord.Prof.Dr. Ali Fuat Başgil Cad. 20/1
34310 Avcılar/İstanbul
Email: [email protected]