Refund Policy
Refund Policy
This policy covers cancellations, returns and refunds for orders placed on shopzenca.com. If anything here is unclear, call us on (213) 373-6519 or email info@shopzenca.com and we'll explain it.
Cancelling before your order ships
You can cancel at any time before your order ships, for any reason, and we'll refund you in full. Email info@shopzenca.com with your order number. Once you've received a tracking number the order has left our warehouse and can no longer be cancelled — from that point it falls under the 30-day return window below, which is the longer and more generous of the two.
Returns: 30 days from delivery
You have 30 days from the date your order is delivered to request a return, for any reason. To be accepted, the item must be unused, in the condition you received it, and in its original packaging.
Contact us before sending anything back. Email info@shopzenca.com with your order number and we'll confirm your return and give you the return address. Items sent back without an approved return can't be processed.
Your return needs to be postmarked within 14 days of us approving it.
Who pays return postage
- Faulty, damaged or incorrect items: we pay. You won't be out of pocket at all.
- Changed your mind, ordered the wrong thing, or want to exchange: you pay return postage.
There is no restocking fee. If an item comes back without its original packaging, we may deduct up to 30% of the item price to cover repackaging — we'll tell you before processing the refund if that applies.
Damaged or incorrect items
Inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, email us photos within 30 days of delivery and we'll send a replacement at our cost by expedited shipping, or refund you in full — your choice. You won't usually need to send the original item back.
What we refund
We refund the price of the returned items. Original shipping charges and any optional add-ons purchased at checkout, such as expedited processing or shipping insurance, are not refundable — except where the return is our fault, in which case we refund everything you paid.
How long refunds take
Once your return arrives and we've inspected it, we'll email you to confirm whether it's approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take a further 2–5 business days to show it on your statement.
If more than 15 business days have passed since we told you the refund was approved and you still can't see it, contact us and we'll give you the authorisation number to pass to your bank.
Exchanges
The quickest way to exchange an item is to return the one you have and place a new order for the one you want. That way you're not waiting on the return to clear before the new item ships.
Items we can't accept back
Gift cards, and any item that has been used, damaged after delivery, or returned without its original packaging in a condition we can't resell. We do not accept returns of perishable goods, personalised or custom-made items, or personal care goods that have been opened.
European Union: 14-day cooling-off period
If your order is shipped to an address in the European Union, you have the right to cancel or return it within 14 days of delivery for any reason, without giving a justification. The item must be in the same condition you received it and in its original packaging, and you'll need proof of purchase. This right is in addition to, not instead of, the 30-day return window above.
Contact
Shop Zenca
10880 Wilshire Blvd, Suite 1101, #0027, Los Angeles, CA 90024, United States
Phone: (213) 373-6519 (Mon–Fri, 9:00am–5:00pm PT)
Email: info@shopzenca.com