Refund Policy
Our 30-Day Satisfaction Guarantee
At Zenpelo, your satisfaction is everything. If you are not completely happy with your purchase for any reason, we will make it right — guaranteed.
How to Request a Refund
Simply email us at hello@zenpelo.com within 30 days of receiving your order. Include your order number and a brief description of the issue. We will respond within 24 hours with a resolution.
You do not need to return the product. We will issue a full refund to your original payment method within 3–5 business days of your request being approved.
When Are Refunds Issued?
We offer full refunds in the following situations:
- Your item arrived damaged or defective
- Your item was lost in transit and never arrived
- Your item was significantly different from what was described
- You are not satisfied with your purchase within 30 days of delivery
Damaged or Defective Items
If your item arrived damaged, please email hello@zenpelo.com with a photo of the damage within 7 days of delivery. We will send a free replacement immediately — no return required.
Wrong Item Received
If you received the wrong colour or wrong item, contact us at hello@zenpelo.com with your order number and a photo. We will send the correct item at no extra cost within 24 hours of confirmation.
Order Cancellations
Orders can be cancelled within 12 hours of being placed. After 12 hours your order will have entered fulfilment and cannot be cancelled. Please email hello@zenpelo.com immediately if you need to cancel.
What We Do Not Cover
We are unable to offer refunds in the following situations:
- The 30-day guarantee period has passed
- The item has been intentionally damaged after delivery
- The wrong shipping address was provided at checkout
Questions?
Email hello@zenpelo.com — we respond to every message within 24 hours, 7 days a week.