Refund policy

Returns, Exchanges & Refunds Policy

At Zeno Bear, we want you to love every purchase. If something isn't quite right, we're here to help.

Returns and Exchanges

We have a 7-day return or exchange policy, which means you have 7 days from the date your order is delivered to request a return or exchange.

To be eligible, items must be:

  • Unwashed
  • Unworn and unused
  • In their original condition
  • With all original tags attached
  • In their original packaging
  • Accompanied by proof of purchase or order number

How to Request a Return or Exchange

To initiate a request, please contact us within 7 days of receiving your order through any of the following:

Please provide:

  • Your name
  • Order number
  • Item(s) concerned
  • Reason for return or exchange

If your request is approved, we will provide instructions on where to send your package. Returned items must be shipped within 7 days from the date of approval.

Items sent back without prior approval will not be accepted.

Exchanges and Store Credit

For full-priced items, we gladly offer exchanges or store credit for:

  • Incorrect size selection
  • Change of preference
  • Gift purchases that require a different size or design

Exchanges are subject to stock availability and may only be made for items of equal or higher value. Any price difference must be paid prior to shipment.

Store credit, when applicable, will be issued in the form determined by Zeno Bear and may be used toward future purchases.

Shipping costs for exchanges shall be shouldered by the customer unless the exchange is due to an error on our part.

Refunds

Refunds are only available in the following situations:

  • Defective or damaged items upon receipt (Video unboxing required)
  • Incorrect item shipped by Zeno Bear
  • Inventory errors resulting in inability to fulfill the order
  • Other circumstances approved at Zeno Bear's discretion

Approved refunds will be issued to the original payment method used during checkout. Processing times may vary depending on your payment provider and issuing bank.

Inspection of Returned Items

All returned items are subject to inspection upon receipt.

Zeno Bear reserves the right to reject any return, exchange, store credit, or refund request if the item is found to be:

  • Washed, worn, or used
  • Missing tags, original packaging, or accessories
  • Damaged due to misuse, improper care, alterations, or normal wear and tear
  • Returned in a condition different from that in which it was originally received

If a request is rejected following inspection, the item may be shipped back to the customer at the customer's expense.

Non-Returnable Items

The following items are not eligible for return, exchange, store credit, or refund:

  • Sale or promotional items
  • Gift cards
  • Items marked as final sale
  • Items that do not meet the eligibility requirements above

Processing Time

Once we receive and inspect your returned item, we will notify you regarding the status of your request.

For approved exchanges, replacement items will be shipped once available and payment of any applicable price difference or shipping fee has been completed.

For approved refunds, funds will be returned to the original payment method. Please allow additional time for your bank or credit card provider to process the transaction.

Questions?

For any questions regarding returns, exchanges, or refunds, please contact us at:

info@zenobear.com