Refund policy
EU RETURN & REFUND POLICY
Effective Date: 02/07/26
ZENKAI is committed to providing a transparent, fair, and customer-focused shopping experience in accordance with applicable European Union consumer protection laws.
This Return & Refund Policy applies to purchases delivered within the European Union.
1. Company Information
Website: zenkicore.com
Email: contact.zenkaicore@gmail.com
2. Right of Withdrawal (14-Day Cooling-Off Period)
If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days without providing any reason.
The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), receives the final item of your order.
To exercise your right of withdrawal, you must notify ZENKAI before the withdrawal period expires by contacting our customer support.
3. How to Request a Return
Please provide:
- Order number;
- Full name;
- Email used for the purchase;
- Reason for the return (optional for withdrawal requests);
- Photos or videos if the return relates to damage or a defect.
After reviewing your request, we will provide return instructions and, when applicable, a return authorization.
4. Return Conditions
Products must be returned without unnecessary delay and no later than 14 calendar days after notifying us of your decision to withdraw.
Customers may inspect products as they would in a physical retail store.
However, if the product has been used beyond what is necessary to determine its nature, characteristics, and functioning, the customer may be responsible for any diminished value as permitted by applicable law.
Whenever possible, products should be returned:
- With original packaging;
- Including all accessories;
- With manuals and promotional items when applicable;
- Properly packaged for transport.
5. Products Excluded from the Right of Withdrawal
Under Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply where legally permitted, including but not limited to:
- Sealed food products once opened;
- Dietary supplements after the protective seal has been broken;
- Goods sealed for health protection or hygiene reasons that have been unsealed after delivery;
- Products made to the consumer's specifications or clearly personalized.
These exclusions apply only where permitted under applicable law.
6. Defective, Damaged or Incorrect Products
If you receive:
- A defective product;
- A damaged shipment;
- An incorrect item;
- An incomplete order;
Please contact us as soon as reasonably possible.
ZENKAI may request photographs or other documentation to assess the issue.
Where applicable law requires, customers may be entitled to repair, replacement, price reduction, or a full refund.
7. Return Shipping Costs
For returns made under the statutory right of withdrawal, the customer is responsible for the direct cost of returning the goods, unless otherwise required by law or unless ZENKAI agrees to cover such costs.
ZENKAI will cover return shipping costs whenever:
- The wrong item was shipped;
- The product arrived damaged;
- A manufacturing defect is confirmed;
- Applicable consumer protection laws require us to do so.
8. Inspection of Returned Products
Once the returned item arrives at our warehouse or fulfillment center, it will be inspected.
If the return complies with this policy, the refund will be approved.
9. Refund Processing
Approved refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.
Refunds will be processed within 14 calendar days after receiving the returned goods or receiving evidence that the goods have been returned, whichever occurs first, in accordance with applicable EU law.
Depending on your payment provider, additional processing time may apply before funds appear in your account.
Refund Processing & Return Conditions
Customers may request a return or refund within 14 calendar days of receiving their order, provided the product is unused, in its original condition, and in its original packaging, unless otherwise required by applicable consumer protection laws.
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5 to 10 business days. Please note that the time required for the funds to appear in your account may vary depending on your bank or payment provider.
ZENKAI does not charge customers for return shipping. If your return is approved, we may provide a prepaid return shipping label or other return instructions where available.
In certain cases, a reasonable restocking fee may apply when permitted by applicable law. Any such fee will be clearly disclosed before the return is finalized.
To process your return or refund request, we may collect and use certain personal information, such as your name, contact details, order information, and payment reference. This information is processed solely for the purpose of managing your request and in accordance with our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (GDPR) where applicable.
10. Order Cancellations
Orders may be cancelled free of charge before they have been processed for shipment.
Once processing or shipment has begun, cancellation may no longer be possible. In such cases, customers may instead exercise their right of withdrawal where applicable.
11. Legal Guarantee
Consumers within the European Union benefit from the statutory legal guarantee provided by applicable national laws implementing Directive (EU) 2019/771.
This guarantee exists independently of any commercial warranty offered by ZENKAI and cannot be limited by this policy.
12. Manufacturing Defects
If you believe your product has a manufacturing defect, please contact us with:
- Order number;
- Description of the issue;
- Photos or videos;
- Relevant information regarding product use.
ZENKAI may request that the product be returned for technical inspection before determining the appropriate remedy.
13. Limitation of Liability
Nothing in this policy limits or excludes any mandatory consumer rights granted under applicable European Union or national consumer protection legislation.
Where legally permitted, ZENKAI's liability shall be limited to the purchase price paid for the affected product.
14. Contact Us
For returns, refunds, exchanges or warranty claims, please contact:
Website: zenkaicore.com
Email: contact.zenkaicore@gmail.com
ZENKAI
"NEVER SETTLE"