Refund policy

REFUND POLICY

RETURNS

The items provided by https://the-store-zen.com are new and guaranteed against any defect. They are identical to those sold in traditional stores and come from selected suppliers.

Our policy lasts 14 days. If 14 days have passed since the delivery of your order, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, the item must be unused and in the same condition in which you received it. It must also be in its original packaging.

Defective items:

The customer must return new or unused items in their entirety and in their original, intact packaging, accompanied by all possible accessories, user manuals, and documentation (in their original cellophane packaging and with the corresponding invoice). In such a case, the buyer must send proof of the defect to contact@thestorezen.com (description and attached photos/videos).

To complete a return, you must also provide a receipt or proof of purchase.

Please do not return your purchase to the manufacturer. We will indicate the steps to follow once your case has been accepted in accordance with our conditions.

In some situations, only partial refunds may be granted:

Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

Any item returned more than 30 days after delivery.

REFUNDS (if applicable)

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also notify you of the approval or rejection of your refund request.

If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as processing times often vary before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at contact@thestorezen.com.

SALE ITEMS (if applicable)

Only regular-priced items may be refunded. Unfortunately, sale and/or promotional items cannot be refunded.

EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@thestorezen.com.

SHIPPING

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning an item valued at over €75, consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

We do not accept cash-on-delivery returns under any circumstances.

RIGHT OF WITHDRAWAL

In the event of exercising the right of withdrawal, The Store Zen undertakes to reimburse the amounts paid by the customer, free of charge, except for return costs. The refund will be made within a maximum period of 14 days from the date of receipt of the returned package(s). If this period expires on a Saturday, Sunday, or public holiday, it will be extended to the next business day.

However, the right of withdrawal does not apply to the following purchases:

Opened products that cannot be returned for hygiene or health protection reasons.

Products inseparable from other items.

Opened products that are not in their original condition, are damaged, or have missing parts for reasons not due to our error.