Exchange and Return Policy

Exchanges and Returns Our product exchange policy aims to provide customers with complete security regarding the products purchased from our store. All our products come with a warranty against manufacturing defects. We also offer exchanges for products that are different from what the customer ordered. If you receive a product from us with a manufacturing defect or different from what you ordered, follow these steps to request an exchange:

If more than 7 business days have passed and the product has a defect or issue, contact us, providing your SSN, order number, the product to be returned, and the defect. Once we receive your email, we will forward your request to our quality department for review. Authorization from this department will be required for a possible exchange. After the analysis, we will contact you with the results and confirm if an exchange is necessary. The deadline to request an exchange for this reason is 90 days after receiving the product. Attention: We will not process exchanges or refunds after this period.

Your complaint will be reviewed within a maximum of 7 business days. If the issue is confirmed, we will contact you via email, and you may choose one of the following options:

  • Receive a refund of the amount paid.

  • Receive a new product identical to the one ordered.

  • Receive a product of similar value.

  • Receive a coupon for the value of the product to use for future purchases.

According to the Consumer Protection Code, the request to cancel online purchases must be made within 7 calendar/business days after the date of receipt. For refunds to credit cards, our finance department has a maximum period of 7 business days to process the request with the credit card operator, and the timeframe for the balance to return to your credit card can take up to 120 days, depending on the credit card operator and your billing cycle. If a refund is necessary, it will be issued to a checking account within a maximum of 10 business days after the quality analysis. Refunds can only be made to an account with the same SSN used on our website. In the case of products returned without prior communication, outside the timeframe, missing or mismatched items, without tags or an invoice, they will be returned to the customer. The same applies to exchanges denied after product analysis by our quality department. These will be returned to the customer via COD (Collect on Delivery) through USPS, and the shipping cost for this return must be paid by the customer.

Attention: ZenoStores is not responsible for return shipping costs for refunds, chargebacks, or exchanges for other products. These costs are the responsibility of the customer.