Refund policy

At ZenHima, we want our customers to have a clear and straightforward return and refund experience.

Unless otherwise stated below or required by applicable law, eligible products may be returned within 30 days of the date of delivery, subject to the conditions described in this policy.

1. 30-Day Return Policy

Customers may request a return within 30 days of the date of delivery.

To be eligible for a return, the item must:

• Be unused and in the same condition as received
• Be in its original packaging
• Have all original tags attached, where applicable
• Not be a non-returnable item listed in this policy
• Be accompanied by valid proof of purchase

Customers must contact ZenHima before sending any return.

2. EU Customers – Right of Withdrawal

For customers in the European Union, applicable consumer protection laws may provide a 14-day right of withdrawal for online purchases.

This means that, subject to applicable legal exceptions, EU customers may withdraw from their purchase within 14 days of receiving the goods without providing a reason.

ZenHima voluntarily extends its standard return period to 30 days from the date of delivery for eligible products.

The 30-day return policy does not limit any mandatory consumer rights that apply under the laws of the customer's country.

Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies, such as genuinely personalized or custom-made products or other products specifically excluded by applicable law.

3. Return Conditions

Returned items must be:

• Unused
• In their original condition
• In their original packaging, where applicable
• Complete with any included accessories, tags, or components
• Purchased directly from ZenHima
• Returned within the applicable return period

Items that show signs of use, damage, alteration, or wear beyond what is reasonably necessary to inspect the product may not qualify for a voluntary return.

This does not affect any mandatory legal rights relating to defective, damaged, or incorrectly supplied products.

4. How to Start a Return

Please contact us before sending any item back:

Email: support@zenhima.com

Please include:

• Your order number
• The product you wish to return
• The reason for the return
• Photos or other information if the item is damaged, defective, or incorrect

After reviewing your request, we will provide the applicable return instructions and return address.

Please do not send a return to any address listed elsewhere on our website unless our customer service team has specifically instructed you to do so.

Unauthorized returns may not be accepted or processed.

5. Return Shipping Costs

For standard voluntary returns, the customer is responsible for the return shipping cost.

Return shipping costs may vary depending on the customer's location, package size, weight, and selected carrier.

We recommend using a shipping service that provides tracking and proof of delivery. ZenHima is not responsible for return packages that are lost or damaged while being shipped back to us.

Returns Due to Our Error

If the return is required because:

• The wrong item was sent
• The item is defective
• The item arrived damaged
• The order was incorrectly fulfilled

please contact us before returning the product.

If the issue is confirmed to be caused by ZenHima, we will provide appropriate instructions and cover the reasonable return shipping cost.

6. Non-Returnable Items

The following products are generally not eligible for voluntary returns:

• Gift cards
• Personalized or custom-made products
• Used or opened consumable products where applicable
• Products that are damaged or altered after delivery due to customer use
• Items specifically identified as non-returnable on the product page

Certain products may also be excluded from the statutory right of withdrawal where an applicable legal exception applies.

For EU customers, mandatory statutory consumer rights will continue to apply where required by law.

7. Sale and Promotional Items

Sale and promotional items are subject to the same applicable statutory consumer rights as other products.

Where permitted by applicable law, certain promotional or sale items may be designated as final sale and may not be eligible for voluntary returns.

Any product-specific return restrictions will be clearly stated on the relevant product page or at the time of purchase.

8. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:

support@zenhima.com

Please provide your order number and clear photos of the item and packaging where applicable.

We will review the issue and, where appropriate, provide a replacement, refund, or other suitable resolution.

9. Refunds

Once your returned item has been received and inspected, we will notify you whether the return has been approved.

If the return is approved:

The refund will be issued to the original payment method within 10 business days after the return has been received, inspected, and approved.

The actual time for the funds to appear in your account may vary depending on your bank, credit card company, or payment provider.

Unless required otherwise by applicable law, original shipping charges are non-refundable for voluntary returns.

10. Late or Missing Refunds

If you have been notified that your refund has been issued but have not received it:

1. Check your bank account again.
2. Contact your credit card company or payment provider.
3. Contact your bank, as additional processing time may be required.
4. If the refund is still not received, contact us at support@zenhima.com.

We will assist you in checking the status of the refund.

11. Exchanges

ZenHima does not normally process direct product exchanges.

If you would like a different product, please contact us to request a return.

Once the return has been approved and processed, you may place a new order for the desired item.

12. Gifts

If an item was purchased as a gift and shipped directly to the recipient, any approved refund will normally be issued to the original purchaser and original payment method.

Where applicable, ZenHima may offer store credit or another suitable solution for gift orders, subject to the circumstances of the return.

13. Refunds for Returned Packages

If a package is returned to ZenHima because of an incorrect or incomplete address, refusal of delivery, or failure to collect the package from the carrier, please contact us to discuss the available options.

Additional shipping costs may apply if the customer requests that the order be shipped again.

Any refund will be handled in accordance with this policy and applicable law.

14. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

Email: support@zenhima.com

Phone: +86 187 8297 7830

Business Address:
No. 298, JinZun 3rd Street
Pidu District, Chengdu
Sichuan 610000
China

When contacting us about a return or refund, please include your order number so that we can assist you more efficiently.

ZenHima Customer Support Team