Refund policy
Regarding Returns and Exchanges of Ordered Products
- Returns and exchanges of ordered products will be accepted only if the product is unused and within 3 days after shipment under the following conditions. (If more than 3 days have passed since shipment, returns and refunds cannot be accepted regardless of the date of opening.)
- Initial defects
- Damage during delivery (damage to product packaging for protection is excluded)
- Wrong item sent due to our error
- Difference in product size or color image (if you wish to exchange, please return the ordered product and place a new order on our online store)
Even within 3 days after shipment, returns and exchanges will not be accepted for the following items.
- Products that have been used even once
- Products soiled or damaged due to customer negligence
- Products that have been processed or customized by the customer
- Products that have been repaired, cleaned, or washed
- Products for which the product page states that returns or exchanges are not accepted
- Products whose packaging, manuals, etc. have been soiled, damaged, lost, or discarded
- Products returned in a condition significantly different from the condition at delivery
- Sale items
- Regarding the Return of Ordered Products
- If you wish to return or exchange an ordered product, please contact one of the inquiry contacts below in advance.
[Contact Information]
info@zentex-tokyo.com
* Returns and exchanges cannot be accepted without prior contact.
If the issue is due to our fault, please send the product with shipping charges paid on delivery (our responsibility). If it is due to customer reasons, please send it with shipping charges prepaid (customer responsibility).
Regarding Refunds for Ordered Products
After confirming the return of the product, we will refund the full amount paid.
However, for returns due to customer reasons such as difference in image or size mismatch, the refund amount will be the order amount minus the shipping fee.