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Returns policy

Please note: Any refunds will not be processed until the 11th January 2021.

We want you to be fully satisfied with your purchase from us. If you wish to return an item, please note the following conditions:

  • The item/s must be returned in the condition that they were received—NOT WORN, ALTERED OR WASHED
  • ALL/ANY TAGS ATTACHED
  • Returned FOLDED in the ORIGINAL UNDAMAGED PACKAGING.

If the above conditions are met, and the item is in new condition, you can return regular priced merchandise within 20 days from the day you receive the goods for a full refund or exchange, minus the shipping charges and/or any success fees.

IMPORTANT!

  • If you've sweated in it, it's yours and IS NOT returnable
  • We do not refund shipping charges UNLESS we make an error or the goods are faulty
  • If you have purchased your item/s off TradeMe we deduct the SUCCESS FEE from the refund amount.

How do I make a Return or Exchange?

DID YOU PURCHASE IN-STORE?

If you purchased your item in-store your item must be returned or exchanged in-store. Items purchased in-store cannot be returned or exchanged via post/courier.

PACK & SECURELY SEAL the merchandise you wish to return in the original undamaged packaging (as per the conditions above). DO NOT FORGET to include the Invoice or know your Order Number when you return package. 

DID YOU PURCHASE ONLINE?

If you purchased your items online, items can be returned for a refund only.  

Please fill out the returns form sent with your order.

Pack your items for return

  • Enclose the Returns Form
  • Make sure your item is in original condition, not worn or washed and includes Original labels, Packaging and tags
  • Address your package to: Zenjo Online Returns/Exchanges, 142 Trafalgar Street, Onehunga, Auckland, 1061

Once received, we’ll process the refund and notify you via email. The refund will appear in your bank account within 3 – 5 business days from the date of processing (depending on your bank). If the item returned does not meet our Returns and Exchange Policy, we will contact you and your order will be sent back to you.

If you wish to order another size or brand simply put in another order on the website.

Need a Returns Form?

Click here to download the printable return form.

THE FINE PRINT

Returns & Exchanges

We do NOT refund shipping and handling charges, and you are responsible for all shipping costs on merchandise being returned to us.

Important

Delivery Confirmation alone is not sufficient. We are not responsible for return packages that are left outside of our premises by the shipper, as we will not be able to confirm that the package has been received.

INSURING your return packages to zenjo.co.nz is highly recommended. This will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves. In the event of any failure to return goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods.

Send your return to:

Zenjo.co.nz
Returns/Exchanges
142 Trafalgar Street
Onehunga
Auckland 1061
New Zealand.

When will I be refunded?

Once your package has been received by us, your refund will be processed within 3-5 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.

Where is the printable return form on the site?

Click here to download the printable return form.

How long does it take to process my return?

Once your package has been received by us, your refund will be processed within 3-5 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.

Exchanges

We can only exchange items that were purchased in-store, if you purchased online we will refund your purchase.

Defective Merchandise

If you believe that you have received defective merchandise or were shipped incorrect merchandise—style, colour, size—you must notify us within 3 days of receiving the product to be eligible for a refund. There are no exceptions. We do not offer any warranty on products we do not manufacture.

I was sent the wrong thing!

If you were shipped incorrect merchandise—style, colour, size—you must notify us within 3 days of receiving the product to be eligible for a refund. We will pay for the return shipping for incorrectly filled orders. For instructions on how to return the item, refer to the section titled “How do I make a return or exchange?”

Footwear

Upon receiving your shoes, check the sizing by trying them on indoors, on a carpeted surface so as not to blemish the soles. We do not accept returns or exchanges on shoes that are scuffed, marked, or worn. Footwear returns and exchanges must include the original shoe box, undamaged and free of postal labels. Footwear returns without the original packaging will not be accepted.

Final Sale Items

Final Sale items cannot be returned or exchanged. If we receive a returned Final Sale item or items, the package will be returned to you, a Zenjo representative will notify you via email, and you will not receive a refund.

The following categories are final sale:

  • Any item marked down 50% or more is considered a clearance sale item.
  • Any item purchased from the SALE/CLEARANCE ITEMS CATEGORY.

All clearance sale items are final sale and cannot be returned or exchanged.