Refund policy
Refund & Return Policy
We want you to feel confident when purchasing from ZenWenwan. If you are not satisfied with your order, you may request a return within the period described below.
1. 30-Day Return Policy
We accept return requests made within 30 days after the order has been delivered.
To be eligible for a return, the item must:
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Be in the same condition in which it was received
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Be unused, unworn, unmodified, and undamaged
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Include all original accessories, tags, certificates, and packaging, where applicable
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Include the receipt or proof of purchase
Because many ZenWenwan items are individually selected or one-of-a-kind collectibles, please handle the item carefully until you are certain you wish to keep it.
Items that have been used, altered, polished, oiled, resized, modified, damaged after delivery, or otherwise changed from their original condition may not be eligible for return.
2. How to Request a Return
To request a return, please contact us first at:
Please include:
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Your order number
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The item you wish to return
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The reason for the return
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Photos of the item if the return involves damage, defects, or an incorrect product
Returns must be approved before being sent back.
Items returned without prior authorization may not be accepted.
Approved returns will normally be sent to:
1500 N GRANT ST STE C
Denver, CO 80203
United States
We will provide return instructions after your request has been approved. Please do not send your return until you have received our instructions.
3. Return Shipping Costs
For returns due to a change of mind or other reasons not caused by an error on our part, the customer is responsible for the return shipping cost.
Where a return shipping label is provided, the cost of the label may be deducted from the refund unless otherwise stated.
If the return is due to:
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A defective item
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An item damaged during shipping
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An incorrect item being sent
ZenWenwan will cover the reasonable return shipping cost or provide an appropriate return shipping solution.
4. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged in transit, or different from what you ordered, please contact us as soon as possible at:
Please include your order number and clear photographs of the item and packaging.
We will review the issue and work with you to provide an appropriate solution, which may include a replacement, return, or refund.
Because many ZenWenwan items are unique, an identical replacement may not always be available.
5. Non-Returnable Items
The following items cannot normally be returned:
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Custom-made or personalized products
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Special-order items made specifically at the customer's request
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Gift cards
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Items that have been used, worn, altered, polished, oiled, resized, modified, or damaged after delivery
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Items returned without the original packaging or required accessories where these are necessary to confirm the item's original condition
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Sale and promotional items remain eligible for return under our standard 30-day return policy unless they fall into one of the non-returnable categories listed above.
6. Exchanges
We do not currently offer direct exchanges.
If you would like a different item, the fastest option is to return the original item according to this policy and place a new order after your return has been accepted.
Because many ZenWenwan products are one-of-a-kind, we cannot guarantee that another identical item will still be available.
7. European Union 14-Day Cooling-Off Period
If an order is shipped to a country within the European Union, applicable consumer law may provide you with the right to cancel or return your order within 14 days of receiving it, without providing a reason.
Returned items must still be in the same condition in which they were received, unused, unworn, unmodified, and in their original packaging.
This statutory right does not affect any additional rights available under our standard 30-day return policy.
8. Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued automatically to your original payment method within 10 business days.
Please note that your bank, credit card provider, or payment service may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at:
9. Restocking Fees
ZenWenwan does not charge a restocking fee for approved returns.
Any applicable customer-paid return shipping cost is separate from a restocking fee.
10. Contact Us
If you have any questions about returns or refunds, please contact us:
Trade Name: ZenWenwan
Legal Entity: AQWIOPR LIMITED
Email: support@zenwenwan.com
Phone: +1 302-534-2325
Return / Business Address: 1500 N GRANT ST STE C, Denver, CO 80203, United States