Refund policy

Last Updated: June 2025

1) Overview

 

We want you to love your purchase. If something isn’t right, you may request a return or exchange within the timeframes below. All returns require prior approval.

 

 

 

2) Return & Exchange Windows

• Sealed, unopened items: request within 7 days of delivery.
• Opened but unused items: request within 3 days of delivery. Items must be in brand-new condition with all original packaging and accessories.
• Exchanges: same windows as above. Exchanges are for the exact same product/variant only. If a replacement is unavailable, we’ll issue a refund per Section 6.

3) Eligibility Requirements

To be eligible, items must be:

• Unused, undamaged, and in resalable condition.
• Returned with the original box, inserts, protective films, accessories, and any gifts with purchase.
• Shipped back by the deadline specified in your return authorization email.

 

4) Non-Returnable Items

For health, safety, and hygiene reasons, the following are final sale and not eligible for return or refund:

• Perfume oils and testers
• Air fresheners and deodorizers
• Cosmetics, creams, personal-care items
• Items marked as “Final Sale”, promotional giveaways, or free gifts

 

 

5) How to Start a Return or Exchange

1. Email hello@ezenzia.com with your order number, reason for return, and clear photos of the product and packaging (including any visible batch codes).
2. If approved, we’ll send instructions and (when applicable) a prepaid return label.
3. Ship the item within 7 days of receiving the label/approval. Returns shipped late or without approval may be refused.

 

6) Refunds & Store Credit

• After inspection, approved returns are refunded to the original payment method or issued as store credit.
• Choose store credit and receive a 5% bonus toward your next purchase.
• Original shipping fees (if any) are non-refundable unless the return is due to our error.

 

7) Return Shipping Fees

• Our error (wrong item, damaged on arrival, missing item): we cover return shipping.
• Change of mind or preference: customer is responsible for return shipping.

 

 

 

8) Damaged, Defective, or Incorrect Items

• Report any issues within 48 hours of delivery.
• Include photos of the outer box, inner packaging, product, and batch/lot codes (when available).
• Claims filed after 48 hours may not be eligible for replacement or refund.

 

 

 

9) Condition & Packaging

• Use original packaging inside a protective shipping carton.
• Items returned used, damaged, altered, or missing components may be rejected or subject to a partial refund.
• Minor variations in packaging, color tone, or bottle design may occur and are not considered defects.

10) Undeliverable or Refused Packages

• Packages returned to us as undeliverable or refused may be refunded minus actual shipping costs and carrier return fees, provided the items arrive in resalable condition.

11) International Orders (If Applicable)

• Customs duties/taxes are non-refundable.
• If a shipment is returned due to unpaid duties, wrong address, or refusal, refunds will exclude original shipping and any return fees.

 

12) Risk of Loss

Risk passes to the customer once the carrier takes possession of the package. Please inspect your order upon delivery and notify us of any issues within 48 hours.

 

 

13) Policy Changes

 

We may update this policy at any time. The version posted at checkout or on our website at the time of your order will apply to that purchase.

14) Need Help?

• Email: hello@ezenzia.com
• Please include your order number in all correspondence.