返金ポリシー

Refund and Return Policy

Last Updated: March 15, 2026

1. Return Policy

Given the unique and intimate nature of our products, all items are considered "used" once they have been shipped. For health, safety, and hygiene reasons, we do not accept requests for returns or exchanges for any reason, with the sole exception of items damaged during transit.

This policy applies to all orders, including return requests submitted due to a change of mind, incorrect sizing, color preferences, or general dissatisfaction with the product.

2. Refunds for Non-Delivery (Lost Packages)

If you have not received your order by the estimated delivery date, you may request a full refund or a free replacement shipment.

Eligibility Requirements:

Given the potential for delays in international shipping, please wait at least 15 business days after the latest estimated delivery date has passed.

Please contact our customer service team and provide your order number and tracking number.

We will verify the delivery status of the package with the carrier.

We will approve a full refund under the following circumstances:

Tracking information indicates that the package was lost in transit.

The carrier confirms that the package was not delivered.

No "Delivered" scan record appears in the tracking system after the extended waiting period has elapsed.

If tracking information indicates that the package has been delivered, you may be required to provide an official proof of non-receipt issued by your local post office or courier service.

3. Refund Process for Non-Delivered or Damaged Items

Please contact our customer service team to submit your request, providing your order number, the reason for the request, and any relevant supporting documentation (e.g., screenshots of tracking information, photos of damaged items, etc.).

We will review your request within 24 to 48 business hours.

If your request is approved:

For non-delivery cases: We will offer a full refund or a free replacement shipment.

For items damaged during transit: We will offer a full refund or a free replacement shipment.

Refunds will be issued to your original payment method.

Refunds typically take 3 to 5 business days to appear in your account; the exact timing depends on your payment service provider.

4. Warranty Policy(No Warranty Provided for Clothing Items)

We offer a one-year warranty service, effective from the original date of purchase, covering device malfunctions caused by defects in materials or workmanship. This warranty policy applies solely to functional defects resulting from manufacturing flaws.

**Warranty Exclusions**

This warranty policy does not cover the following situations:

Cosmetic damage resulting from normal wear and tear.

Damage caused by accidents, misuse, or negligent maintenance. Unauthorized disassembly (such actions will void the warranty).

**Warranty Claim Process**

Warranty claims must be submitted within 10 days of discovering the issue.

You are required to return the product to us for inspection.

Once your claim is approved, you may choose to:

Receive a replacement product of equal value to the original purchase price; or

Select a different product of equal value to the original purchase price (subject to stock availability). We will process your claim within 5–7 business days of receiving and inspecting the returned item.

Warranty Return Address

Return Address:

Building 1, Xunmei Building, Nanshan District, Shenzhen, Guangdong, China

Phone: +86 13360530591

Please include your order number and a detailed description of the product defect inside the return package.

Warranty Return Shipping Costs:

The customer is responsible for the shipping costs incurred in returning the product to our warehouse.

We will cover the shipping costs, customs duties, and applicable taxes for sending the replacement product to you.

5. Customs Duties and Import Taxes

All international orders are shipped on a Delivered Duty Paid (DDP) basis. The price you pay at checkout includes all applicable customs duties and taxes.

Customs duties and taxes that have already been paid to customs are non-refundable.

Store credits cover only the product purchase price (excluding shipping costs, customs duties, and taxes).

6. Warranty Exchange Cases:

 We will cover all associated customs duties and taxes.

7. Non-Refundable Situations

Orders marked as "Delivered" by the carrier, but which the customer claims not to have received without being able to provide official proof of non-receipt.

Used or opened intimate apparel or personal care products.

Orders shipped to an incorrect delivery address provided by the customer. Orders refused by the customer or left unclaimed beyond the designated pickup period.

Delays caused by customs clearance, weather conditions, or local postal services.

 8. Contact Information

To request a refund, initiate a return, or obtain warranty support, please contact our customer service team via email. Please include your order number and a detailed description in your message.

Email: chenlifang@zenzoone.net