Refund & Return Policy

At Zenael, we want you to be satisfied with your purchase. If you are not completely satisfied with your hair accessories, please review our return and refund policy below.

1. Return Period

You may request a return within 30 days of receiving your order, subject to the eligibility requirements below and any mandatory consumer rights that apply to your purchase.

To start a return, please contact us at service@zenael.com before sending any item back.

2. Return Eligibility

To be eligible for a return, items should generally:

• Be unused and in their original condition.

• Be returned with their original packaging and included accessories, where applicable.

• Include your order number or other proof of purchase.

For hygiene reasons, used or unsanitary hair accessories may not be eligible for a change-of-mind return, except where required by applicable law or where the item is defective.

If you receive a damaged, defective, or incorrect item, please contact us so we can review the issue and arrange an appropriate resolution.

3. How to Request a Return

To request a return:

1. Email service@zenael.com within the applicable return period.

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

3. If the item is damaged, defective, or incorrect, include clear photographs where possible.

4. Wait for our customer service team to review your request and provide return instructions.

Please do not send items to an address that has not been confirmed by our customer service team.

We aim to respond to return requests within 1–2 business days.

4. Return Shipping

After your return request is approved, we will provide instructions for returning the item.

Return shipping costs and arrangements will depend on the reason for the return and any applicable free-return offer. If an item is defective, damaged, or incorrectly supplied, we will handle the matter in accordance with applicable law.

Return transit times depend on the carrier and the destination. Please keep your return tracking information until the return has been completed.

5. Return Inspection

After we receive your returned item, please allow approximately 3–5 business days for inspection and processing.

We will notify you once the return has been reviewed and the refund has been approved or if further information is needed.

This estimate does not include the time required for the returned parcel to reach us.

6. Refund Processing Time

Once your refund is approved, it will generally be issued to your original payment method.

Please allow approximately 5–10 business days for the refunded amount to appear in your account after the refund has been processed. The exact timing depends on your bank, card issuer, or payment provider.

Where applicable law requires a different refund timeframe, we will follow the legally required timeframe.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact service@zenael.com as soon as reasonably possible.

Please include your order number, a description of the issue, and photographs where appropriate.

We will review your request and explain the available resolution, which may include a replacement, refund, or another remedy required by applicable law.

8. Order Cancellations

If you wish to cancel an order, please contact service@zenael.com as soon as possible.

We cannot guarantee cancellation once an order has entered processing or has been dispatched. If your order has already shipped, you may need to follow the return procedure.

Nothing in this section limits any statutory cancellation rights that apply to your purchase.

9. Exchanges

If you would like a different color or style, please contact us to check availability.

Exchanges depend on stock availability and the applicable return arrangements. Where an exchange is unavailable, we will explain the available options.

10. Contact Us

For questions about returns, refunds, or exchanges, please contact:

Email: service@zenael.com

Please include your order number so we can assist you more efficiently.

Business Name: Shenzhen Dayunjia International Logistics Co., Ltd.

Business Address: Unit 103, Building 2, Big Data R&D Center, Hebei Industrial Zone, Hualian Community, Longhua Subdistrict, Longhua District, Shenzhen, China.