Exchange Refund Policy

Exchange, Return & Refund Policy – Zenume Perfume

At Zenume Perfume, we are committed to delivering high-quality fragrances and ensuring a smooth shopping experience for every customer. We take great care in packaging and shipping our products so that they reach you in perfect condition. However, in rare cases where issues may arise, we have established a clear and fair Exchange, Return, and Refund Policy to assist our customers.

This policy outlines the conditions under which returns, exchanges, or refunds may be requested and the process for resolving such requests.

1. Our Commitment to Quality

Zenume perfumes are crafted using premium fragrance oils and carefully inspected before dispatch. Each product is securely packaged to ensure it arrives safely. Because perfumes are personal-use products and can be easily contaminated once opened, we maintain strict hygiene and safety standards.

For this reason, returns or exchanges are limited to specific situations as described below.

2. Eligibility for Returns or Exchanges

Customers may request a return, exchange, or refund only under the following circumstances:

  • The product received is damaged during shipping

  • The product is defective or leaking

  • The product delivered is incorrect or different from the order placed

If your order falls under any of the above conditions, you may contact our support team to request assistance.

Please note that requests for returns or exchanges will not be accepted for reasons such as personal fragrance preference, change of mind, or incorrect orders placed by the customer.

3. Reporting an Issue

If you receive a damaged, defective, or incorrect product, you must notify us within 48 hours of receiving the order.

To process your request, please send the following details to our support email:

Email: zenumeperfume@gmail.com

Include:

  • Your order number

  • A clear description of the issue

  • Photos or video proof of the damaged or incorrect product

  • Images of the outer packaging and product bottle

Providing accurate information helps our team review the request quickly and resolve the issue efficiently.

Requests submitted after 48 hours of delivery may not be eligible for return or exchange consideration.

4. Verification Process

Once your request is received, our support team will carefully review the information and supporting images or videos provided.

During this verification stage, we may contact you if additional information is required. The review process generally takes 1–3 working days.

If the issue is confirmed and approved, we will proceed with the appropriate resolution, which may include a replacement or a refund depending on the situation.

5. Exchange Policy

If your request qualifies for an exchange, Zenume will arrange a replacement product for the same item that was originally ordered.

Key points of the exchange process:

  • Exchanges are only provided for damaged, defective, or incorrect products

  • Replacement will be shipped after approval of the request

  • In some cases, we may request the damaged item to be returned before sending the replacement

Our goal is to ensure you receive the correct product in perfect condition as quickly as possible.

6. Refund Policy

In certain cases where a replacement is not possible, we may offer a full refund instead.

Refunds will be processed according to the following guidelines:

  • Refunds are issued to the original payment method used during purchase

  • Once approved, refunds are processed within 7–10 working days

  • The time required for the amount to appear in your account may vary depending on your bank or payment provider

Zenume will notify you once the refund has been successfully initiated.

7. Non-Returnable Situations

For hygiene and safety reasons, Zenume does not accept returns or refunds in the following cases:

  • The perfume has been used or opened

  • The customer does not like the fragrance

  • The order was placed incorrectly by the customer

  • Requests made after 48 hours of delivery

We encourage customers to carefully review product details before placing an order.

8. Order Cancellation

Orders may be cancelled only if the cancellation request is made before the order has been shipped.

Once an order has been dispatched, cancellation will no longer be possible. In such cases, customers must follow the return policy guidelines if the product qualifies under eligible conditions.

9. Contact & Customer Support

If you have any questions regarding our Exchange, Return, or Refund Policy, our support team is always ready to assist you.

Customer Support Email:
zenumeperfume@gmail.com

When contacting support, please include your order number and details of your concern so we can assist you as quickly as possible.

10. Policy Updates

Zenume Perfume reserves the right to update or modify this policy at any time to reflect changes in our business practices or regulatory requirements. Customers are encouraged to review this policy periodically for the latest information.

Zenume Perfume is dedicated to providing premium fragrances and reliable customer service. Your satisfaction and trust are extremely important to us, and we strive to resolve any issues fairly and efficiently.