Return and Refund policy
Eligibility for Returns & Exchanges
Returns or exchanges must be initiated within 48 hours of delivery. To be eligible, items must be unused, unwashed, and in their original condition with all tags and packaging intact. Please note that sale items, undergarments, or customized products are not returnable or refundable, unless otherwise stated.
Return Process
To request a return, please email us at [your support email] within 48 hours of receiving your item. Your message should include your order number, the reason for your return, and any relevant photos, if applicable. Once your return is approved, we will provide instructions and the shipping address. If the return is due to an error on our part such as the wrong item, color, or size being shipped to Leo Zen will cover the return shipping cost. However, if the return is due to a customer related issue such as ordering the wrong size or a change of mind, the customer will be responsible for the return shipping expenses.
Exchange Policy
We accept exchanges for size or color issues, provided the product is still available in stock. If the requested item is not available, customers may opt for store credit or a refund. Exchange requests must also be initiated within 48 hours of delivery, and the same return shipping responsibilities outlined in the return process will apply.
Refunds
Once we receive and inspect the returned item, we will notify you regarding the approval status of your refund. Approved refunds will be processed to your original method of payment within five to ten business days. Please be aware that original shipping fees and return shipping costs are non-refundable unless the return is the result of our error.
Non-Returnable Items
Certain items are not eligible for return or refund. These include final sale or clearance items, worn, washed, or damaged products, items returned without tags or original packaging, and gift cards if offered.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, you must contact us within 48 hours of delivery. Be sure to include clear photos of the product and its packaging. Once we verify the issue, we will arrange for a replacement, exchange, or full refund and cover all associated shipping costs.
Cancellation Policy
We can only process a cancellation if your request is made within 24 hours of placing your order and before it has been dispatched for shipping.
Cancellation Window
Cancellations are only guaranteed if the request is raised within 24 hours of the order being placed and before the order has been dispatched.
If your order has already been shipped, we will be unable to cancel it Due to our fast processing times, it is crucial that you submit this form as soon as you can.
Contact Us
For all inquiries related to returns, refunds, or exchanges, please reach out to us at [your support email]. We are committed to making sure your Leo Zen experience is smooth, fair, and satisfying