Return and Refund Policy

Our policy is 14 days. If 14 days have passed since you received the product, we unfortunately cannot offer you a refund or exchange.


If on a weekday you change your mind within 24 hours of placing your order , we refund you directly.

We only process orders 24 hours after they have been placed in order to be able to modify errors and changes of opinion of customers. After this period has passed, if the order has been processed, we will no longer be able to reimburse you in the context of a change of mind before the product has been delivered, received and returned to the address communicated.
To qualify for a return on your order, your item must absolutely be unused and in the same condition in which you received it. It must also be in the original packaging in order to be returned at your expense to the address that we will communicate to you.

In order to make a return, we will check that it is of your order via your order number and/or any information used when you placed your order. This will certainly be your email address.

In order for your return to be validated, there are two possibilities. We acknowledge receipt of the package at the return address that we have communicated to you or you send us via scan or photo proof that the return has been made to the address provided. In the first case, the shipment should not be sent to the manufacturer's address. In the second case, a postal receipt or a shipping ticket may be accepted.

We may ask you to wait for receipt rather than send us proof that the return has been made. Because as part of a refund request, an inspection of the package may be necessary. This inspection will take place before we process the refund in the event that there is a refund.

If you receive an item and you say the item is in poor condition and you want a refund but you refuse to send a photo of the item you received, obviously you will be asked to send the item to a specific address so that the item in your order can be inspected.

Once the package will be received, it is only after inspection that the refund will be made (or not). Indeed, after inspection we can realize that the article is in good condition. And we will let you know via a photo and/or video and in this case, we will refuse the refund.

This may seem excessive as a procedure. However, some people have been dishonest and based on past experience, we can no longer take our interlocutors at their word. We are sorry for this and know that we make sure to do the best for each case of return and for each refund request.

For any refund, a sum of 2€ will be charged per order. This is to cover the costs incurred by payment platforms and processors.


In the case of a refund, when we have received and inspected the returned item, we will send you an e-mail to confirm that we received it well. We will then also notify you of our decision to approve or reject your refund request.


If your refund request is approved, it will be processed and a credit will automatically be applied to your credit card or the original method of payment within a certain period. This deadline is not up to us. And we will notify you as soon as the refund procedure is started on our side.

If the refund is late or missing, check your bank account first.Only then contact the issuing entity of your credit card Indeed, a delay before your refund is officially posted is possible.


Thereafter, contact your bank. Indeed, a necessary processing time before a refund is posted.

After these two steps, in case you still have not received your refund, please send an email to contact@zenmood -shop.com. The customer service team will ask you if you have completed both steps. If so, the customer service team will have it checked against the database.

We are sorry to ask for these steps but we want to provide the maximum attention to your requests. And we lose a lot of time when the request is not preceded by certain steps. We wish to allocate the maximum attention provided to the requests received.

In the case of sale items, if there is a refund, the refund will be made on the price of the sale item and therefore paid by the customer and not at the price in normal period.


In the context of exchanges, we replace an item only if it is defective or damaged. If this is the case, you wish to exchange it for the same article, send us an e-mail to contact@zenmood-shop.com.


As part of gifts, the item you wish to return, if it was sent directly to you, you will receive a gift credit equal to the value of your return. Again, only when we have received the item will a gift certificate be emailed to you.

If the item was not identified as a gift when purchase, or if the gift giver preferred to receive the item first to give it to you later, we will send a refund to the gift buyer and they will know that you returned the item.
For returns, you will be responsible for paying your own shipping costs. These shipping costs are non-refundable and if you receive a refund, the return postage will be deducted from it.

Depending on where you live, the time frame to receive your exchanged product may vary, of course.

If you are shipping an item worth £30 or more, consider using a delivery service that allows you to track the shipment or insure delivery. Indeed, we do not guarantee that we will receive the item you return to us.