Refund policy

Return & Refund Policy

Effective Date: November 7, 2026

At Zenacho, customer satisfaction is important to us. We want you to shop with confidence and enjoy a smooth shopping experience. If something isn't right with your purchase, we're here to help.

Zenacho is a multi-vendor marketplace operated by DublewTee LLC, connecting customers with independent brands and sellers across the United States. This policy applies to purchases made through the Zenacho marketplace.

1. 7-Day Return Policy

Customers may request a return within 7 calendar days of receiving their order.

To qualify for a return:

  • The product must be unused and in its original condition.

  • The product should be returned in its original packaging, including accessories, manuals, and included items.

  • The product must not show signs of damage caused by misuse, improper handling, or unauthorized modification.

  • Proof of purchase or an order number must be provided.

Returns requested after the 7-day period may not be accepted unless the item is defective or otherwise covered by applicable law.

2. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, incomplete, or incorrect product, please contact us within 7 days of delivery.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs or videos showing the problem, where applicable.

We will review your request and work with the seller to arrange an appropriate solution, which may include:

  • A replacement product.

  • A full refund.

  • Another suitable resolution agreed upon with the customer.

Customers will not be responsible for return shipping costs when a return is approved because of a verified damaged, defective, or incorrect item.

3. Non-Returnable Items

For health, safety, and hygiene reasons, certain products cannot be returned unless they arrive damaged, defective, incorrect, or applicable law requires otherwise.

These may include:

  • Opened or used food and grocery products.

  • Opened snacks and consumable products.

  • Perishable goods.

  • Opened personal care and hygiene products.

  • Products with broken safety seals.

  • Customised or personalised products.

  • Gift cards and digital products.

  • Items clearly marked as Final Sale or Non-Returnable before purchase.

This restriction does not affect any rights customers may have under applicable consumer protection laws.

4. How to Request a Return

To request a return:

  1. Contact Zenacho Customer Support within 7 days of receiving your order.

  2. Provide your order number and reason for the return.

  3. Include photographs or other supporting information if requested.

  4. Wait for return approval and instructions.

  5. Ship the approved item using the provided return instructions.

Please do not send products back without receiving return authorisation.

5. Return Shipping Costs

  • Change of mind: Customers are responsible for the cost of return shipping.

  • Damaged or defective products: The responsible seller will cover approved return shipping costs.

  • Incorrect items: The responsible seller will cover approved return shipping costs.

  • Seller error: Customers will not be charged for returning an incorrectly supplied product.

Return instructions and shipping arrangements will be provided after approval.

6. Refund Policy

Once an approved returned item has been received and inspected, the refund will be processed within 7 business days.

Refunds will generally be issued to the original payment method.

Please note:

  • Your bank or payment provider may require additional time to display the refund.

  • Original shipping charges are generally non-refundable for change-of-mind returns.

  • Applicable taxes on approved returned items will be refunded.

  • For approved damaged, defective, or incorrect items, applicable shipping charges will also be refunded.

Customers will receive a confirmation once their refund has been processed.

7. Order Cancellation

Customers may request order cancellation before the order has been shipped.

If an order has already been shipped or fulfilled, cancellation may no longer be possible. In that situation, customers may request a return in accordance with this policy.

If a seller cannot fulfil an order, the customer will receive a full refund for the unfulfilled purchase.

8. Marketplace Seller Responsibilities

Zenacho works with independent sellers and brands to provide customers with a wide selection of products.

All participating sellers are expected to:

  • Provide accurate product descriptions.

  • Ship products in acceptable condition.

  • Follow Zenacho's return and refund requirements.

  • Respond to return and refund requests promptly.

  • Resolve verified product issues fairly.

Individual sellers may offer more generous return terms, which will be honoured when applicable. However, seller-specific policies cannot override applicable consumer protection laws.

9. Refunds for Lost or Undelivered Orders

If your order has not arrived within the estimated delivery time frame, please contact our Customer Support team.

We will investigate the shipment with the responsible seller and shipping carrier.

If an order is confirmed lost or cannot be fulfilled, an appropriate replacement or refund will be arranged.

10. Contact Us

If you have questions about returns, refunds, replacements, or order issues, please contact us.

Company: DublewTee LLC
Marketplace: Zenacho
Website: https://zenacho.com
Email: zenacho.official@outlook.com

Our team is committed to helping customers resolve their concerns and enjoy a better shopping experience.

Zenacho

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Operated by DublewTee LLC