Refund policy

Refund Policy

At our company, we are committed to ensuring customer satisfaction. The following describes the terms and procedures related to refunds:

1. Eligibility for Reimbursement

Refunds apply only to products that meet the following conditions:

-Product received in original condition, unused and with all packaging, labels and accessories intact.

-Refund request made within the maximum period established of 15 business days from the delivery date.

-Products that have manufacturing defects or shipping errors.

No refunds are accepted for products damaged by misuse, improper handling, or natural wear and tear.

2. Application Process

To initiate a refund, the customer must:

1. Contact our customer service team via email: zynena.com@gmail.com

2. Provide the order number and evidence of the reason for the request (photographs in case of damage or defects).

3. Wait for refund authorization from our team, which will be confirmed within 3 to 5 business days.

3. Refund Methods

Once the refund is approved:

-The amount will be refunded using the same payment method used for the purchase, unless another alternative is agreed.

-Refund times depend on the payment method and may vary depending on the bank or payment platform used, generally between 5 to 10 business days.

4. Shipping Costs

Shipping costs are non-refundable unless the error was ours (wrong or defective product). In the case of a return due to customer decision, the customer is responsible for shipping costs.

5. Product Changes

If you prefer to exchange a product instead of receiving a refund, the same eligibility conditions and shipping costs described above will apply.

6. Exceptions

Some products may be excluded from refunds for reasons of hygiene, safety or personalization, which will be indicated in the product description at the time of purchase.

7. Contact

For any questions or inquiries related to refunds, you can contact our customer service team via email: zynena.com@gmail.com