Refund policy
Refund & Return Policy
At Zenpai Association, we want our customers to have a positive shopping experience and to feel confident when ordering from us. If you experience an issue with your order, please contact us and we will do our best to review the situation and provide appropriate assistance.
For all return, refund, damaged item, incorrect item, or product-related inquiries, please contact us at zenpaiassociation@gmail.com.
14-Day Return Policy
We accept eligible return requests made within 14 days of delivery.
To be eligible for a return, the item must be:
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In the same condition in which it was received
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Unworn and unused
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Complete with all original accessories, parts, inserts, tags, manuals, and other included materials
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Returned in its original product packaging
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Free from damage, alteration, modification, or signs of use
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Accompanied by a valid receipt, order confirmation, or other proof of purchase
Submitting a return request does not automatically guarantee that the return will be approved. All returns are subject to review and must meet the eligibility requirements outlined in this policy.
How to Request a Return
To begin a return request, please contact:
Please include:
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Your order number
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The name of the item
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The reason for your return
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A brief description of the issue
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Clear photographs when the return involves damage, a defect, an incorrect item, missing parts, or another product-related concern
If your return is approved, we will provide you with return instructions and the appropriate return address by email.
Please do not send merchandise back without first receiving return authorization from Zenpai Association.
Items returned without prior authorization may not be accepted or processed.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, incomplete, or incorrect, please contact us promptly at zenpaiassociation@gmail.com so we can review the issue.
Please provide your order number and clear photographs showing the condition of the item.
Depending on the issue, we may request photographs of:
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The product
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The damaged or defective area
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The product's original packaging
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The shipping box or mailing package
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The shipping label
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Any damaged packaging materials
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Missing, incorrect, or affected accessories or components
Please keep the original item, product packaging, and shipping materials until your request has been reviewed. These materials may be necessary to verify damage or assist with a shipping carrier claim.
Once we review the information provided, we will determine the appropriate resolution based on the circumstances and availability of the product.
Possible resolutions may include a replacement, exchange, partial refund, full refund, return authorization, or another appropriate solution.
Collectibles & Product Packaging
Many products sold by Zenpai Association are collectible items. We understand that product presentation and packaging can be important to collectors.
However, minor cosmetic imperfections to outer retail packaging that do not affect the product itself may not always qualify an item as damaged or defective unless the product listing specifically guaranteed a particular packaging condition.
Examples may include minor corner wear, small creases, light surface marks, or other minor packaging imperfections that can occur during manufacturing, storage, or transportation.
Significant shipping damage, crushed packaging, broken products, missing components, or other substantial issues should be reported to us with photographs so that we can properly evaluate the situation.
Opened or Used Merchandise
Items that have been opened, assembled, displayed, worn, used, altered, modified, damaged after delivery, or returned with missing parts or accessories may not be eligible for a return or full refund.
For products originally sold in sealed packaging, opening or removing factory seals may affect return eligibility unless the item was opened because a defect or other product issue could not reasonably be discovered without opening the package.
All returned merchandise is subject to inspection.
Return Shipping
For standard returns that are not the result of an error by Zenpai Association, the customer is generally responsible for return shipping costs unless otherwise stated.
If we determine that an item was damaged in transit, defective, or incorrectly fulfilled by Zenpai Association, we may provide a prepaid return shipping label or other return instructions when a return is required.
Original shipping charges are generally non-refundable unless the refund is related to an error by Zenpai Association, a qualifying damaged or defective item, or otherwise required by applicable law.
Please follow the return instructions provided by us before shipping your item.
Exceptions & Non-Returnable Items
Certain products may not be eligible for return, including:
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Customized or personalized products
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Special-order merchandise
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Gift cards
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Perishable goods
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Personal care products
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Hazardous materials
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Flammable liquids or gases
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Items specifically identified as final sale
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Items that have been used, altered, modified, or damaged after delivery
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Products returned without required components, accessories, or packaging
Sale, clearance, and final-sale merchandise may be non-returnable unless otherwise stated or required by applicable law.
Please contact us before purchasing if you have questions regarding the return eligibility of a particular product.
Exchanges
If you would like a different item, the fastest method is generally to complete an approved return for the original item and place a new order for the desired product.
Direct exchanges may be offered at our discretion depending on product availability and the circumstances of the request.
We cannot guarantee that an item will remain in stock while a return or exchange request is being processed.
Order Cancellations
If you need to cancel an order, please contact us at zenpaiassociation@gmail.com as soon as possible and include your order number.
We will make reasonable efforts to accommodate cancellation requests; however, we cannot guarantee that an order can be canceled once processing or fulfillment has begun.
If an order has already shipped, the applicable return procedures outlined in this policy may apply.
European Union / EEA Consumer Rights
If your order is shipped to a location where consumer protection laws provide a statutory cooling-off, cancellation, or withdrawal period, those legal rights will apply where applicable.
For qualifying orders shipped to the European Union, consumers generally have the right to cancel or return eligible purchases within 14 days, subject to applicable exceptions and legal requirements.
Nothing in this policy is intended to limit any consumer rights that cannot legally be waived or restricted.
Refunds
Once we receive your approved return, we will inspect the merchandise and notify you regarding the status of your refund.
If the refund is approved, the refund will be issued to your original payment method.
Please allow up to 10 business days after approval for us to process the refund. Your bank, credit card company, or payment provider may require additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Please include your order number so we can assist you more efficiently.
Refused, Unclaimed, or Undeliverable Packages
Customers are responsible for providing an accurate and complete shipping address when placing an order.
If a package is returned to us because it was refused, unclaimed, undeliverable, or sent to an incorrect address provided by the customer, any refund or reshipment will be reviewed once the package has been returned to us.
Additional shipping charges may apply if the customer requests that the order be shipped again.
This does not apply when the delivery issue was caused by an error by Zenpai Association.
Contact Us
If you have questions about a return, refund, damaged product, incorrect order, missing item, or any other concern regarding your purchase, please contact us at:
For the fastest assistance, please include your order number and as much information as possible regarding your concern. If the issue involves the condition of a product or shipment, please include clear photographs of the product and packaging whenever possible.
We value our customers and appreciate the opportunity to review and address any concerns with your order.
Thank you for supporting Zenpai Association.
