Refund policy

Returns & Refund Policy

This website is operated by Zenoa.

Company Number: 16978065

Registered Address:
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

Contact Email: info@zenoaco.com
Phone: +44 7363 065812

30-Day Money-Back Guarantee

We want you to feel confident when ordering from Zenoa.

That is why we offer a 30-day money-back guarantee on eligible products.

If you are not satisfied with your purchase, you may request a return or refund within 30 days of receiving your order, subject to the conditions below.

Returns Eligibility

To be eligible for a return:

  • You must notify us within 30 days of delivery that you wish to return the item.

  • The item must be unused, unworn, and returned in its original condition and packaging.

  • You must provide proof of purchase.

  • Once return instructions have been provided, the item must be shipped within 14 days.

  • Returns shipped after this period may be refused or become ineligible for a refund.

Customers are responsible for return shipping costs for standard returns.

Customers are strongly encouraged to provide a tracking number and proof of postage once the return has been shipped.

Failure to provide a tracking number or proof of postage may delay the return verification and refund process.

Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on the following items once opened or used:

  • Cosmetic products

  • Skincare products

  • Body care products

  • Hygiene-sensitive items

If any of these products arrive damaged, faulty, incorrect, or not as described, please contact us and we will assist you.

Faulty, Damaged, Incorrect or Not-as-Described Items

If your order arrives:

  • Damaged

  • Faulty

  • Incorrect

  • Materially different from its description

Please contact us within 30 days of delivery and provide photographs showing the issue.

If the claim is approved, we will offer either:

  • A replacement, or

  • A full refund

Where a return is required, we will also reimburse reasonable return shipping costs.

Please retain your postage receipt and send us a copy once the item has been shipped.

Where return shipping costs are eligible for reimbursement, proof of postage is required. Failure to provide a postage receipt and tracking information may delay reimbursement and refund processing.

Return shipping costs will be refunded after the returned item has been received and inspected.

Items Not Delivered

If your order has not arrived within 10 business days after the estimated delivery timeframe, please contact us.

If the shipment is confirmed lost, we will offer:

  • A replacement, or

  • A full refund

Order Cancellations

Orders may be cancelled for a full refund before dispatch.

Once an order has been shipped, our standard return policy applies.

Refund Processing

Once a returned item has been received and inspected:

  • Refunds are processed within 5–10 business days

  • Refunds are issued to the original payment method used for the purchase

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Contact Us

For any questions regarding returns or refunds, please contact us:

📧 info@zenoaco.com
📞 +44 7363 065812