Refund policy
Return & Refund Policy – Zenesap
At Zenesap, your satisfaction is our priority. We want you to have a simple and enjoyable shopping experience. Please review our Return & Refund Policy before placing your order. By purchasing from our store, you agree to the terms outlined below. This policy applies to all orders within the Germany
1. 30-Day Return Window
You may request a return within 30 days from the date your order is delivered.
To be eligible for a return:
Items must be unused, unworn, and unwashed
All original tags must remain attached.
Products should be returned in their original packaging.
A valid proof of purchase, such as your order number or receipt, is required
Items that are used, washed, damaged, or missing their original tags may not qualify for return.
2. How to Start a Return
To request a return, please contact our customer support team at support@zenesap.com
When contacting us, please provide your order number and a brief description of the reason for your return
After your return request is reviewed and approved, we will provide you with
Return instructions
A return shipping label, when applicable
Please Note:
Do not send any items back without receiving return approval and instructions from our support team.
Returns sent without prior approval may not be accepted or processed.
3. Damaged, Defective, or Incorrect Items
Please check your order as soon as it arrives.
If you receive: -
A damaged item -
A defective product -
The wrong product -
The wrong size due to a fulfillment error Please contact us within 48 hours of delivery at support@zenesap.com and include clear photos showing the issue.
Our team will review the information and work with you to provide an appropriate solution as quickly as possible.
4. Exchanges
We offer exchanges for:
Damaged or defective items -
Incorrect items received -
Wrong sizes delivered All exchanges depend on product availability. If the requested replacement is unavailable, we may provide another suitable resolution, including a refund. Delivery times for replacement items may vary depending on your location.
5. No Restocking Fees
Zenesap does not charge restocking fees on eligible returns. You will not incur any additional restocking fees when returning an item that meets the requirements of this policy.
6. Refund Process
Once your returned item is received and inspected, we will notify you regarding the status of your refund. If your return is approved:
Refunds will be issued to the original payment method.
Refunds are generally processed within 5–7 business days.
Refunds may take up to 7 business days to process after approval.
Your bank or payment provider may require additional time to post the refund to your account. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider
7. Discounts & Promotions
Discounts, promotional codes, and special offers must be successfully applied at checkout when the order is placed. We cannot apply discounts or promotional codes to previous purchases after the order has been completed. If a discount code was not applied at checkout, the price difference cannot be refunded retroactively.
Customer Support
For any questions or assistance with returns, exchanges, or refunds, please contact us
Business name:zenesap6
Business hour:monday to friday
Business support:24/7
Business number :+49 155 1037 6239
Business address:Willy-Brandt-Straße 1 24457 Hamburg
Our customer support team is here to assist you and ensure your shopping experience is as smooth as possible.