At Zena Horizons, your satisfaction is our priority. If you are not completely happy with your purchase, we’re here to help. Please read our policy below for information about returns and refunds.

Return Eligibility

  • You may request a return within 7 days of receiving your order.

  • Items must be unused, unworn, and in their original packaging.

  • Any product that shows signs of use, damage, or missing parts for reasons not due to our error will not be accepted for return.

Return Process

  1. To initiate a return, contact our support team at [email protected] within 7 days of delivery.

  2. Include your order number, reason for return, and clear photos of the product (if applicable).

  3. Once your return is approved, you will receive instructions on how and where to send the item.

Return Shipping

  • Customers are responsible for the cost of return shipping.

  • We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item without tracking.

Refunds

  • After receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method (for prepaid orders) or arranged through store credit or exchange (for cash-on-delivery orders).

  • Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider.

Exchanges

  • We only replace items if they are defective, damaged, or incorrect. Contact us within 48 hours of delivery to request an exchange.

Non-Returnable Items

  • Items marked as final sale or clearance.

  • Personalized, custom-made, or hygiene-sensitive products.

  • Items returned beyond the 7-day return window.

Damaged or Defective Items

If your item arrives damaged or defective:

  • Contact us within 48 hours of delivery at [email protected] with photos and a description of the issue.

  • We will cover the return shipping and offer a replacement or full refund, depending on your preference.

Late or Missing Refunds

If you haven’t received your refund after 10 business days, please:

  1. Check your bank or payment method again.

  2. Contact your payment provider—it may take time before your refund is officially posted.

  3. If you’ve done all of this and still have not received your refund, contact us at [email protected].

Need Help?

If you have questions about returns, refunds, or exchanges, feel free to contact our customer service team at:

Email: [email protected]