This Returns & Refund Policy clearly outlines the full-process management rules for return requests and refunds implemented by WERONIKA CALIK ("we", "us", "our") for orders completed through zarenella.com. The purpose of this policy is to clearly define eligibility requirements, operational steps, processing timelines and the rights and responsibilities of all parties, ensuring that all related issues are handled fairly and in a consistent compliant manner.
If you need to apply for product return, please submit your request within 30 days from the date the order is marked as "successfully delivered".
Products are eligible for return only when they are in brand-new original condition, unused, unworn and unwashed. The original packaging and included accessories of the corresponding product also need to be sent back together. If the returned item shows signs of use, man-made damage, unauthorized alteration, strong odor, missing parts or other abnormal conditions, we have the right to reject the package, or issue a partial refund in compliance with local laws and based on the actual condition of the returned product.
Due to special considerations such as hygiene and health, or clearance of special categories, some types of products are not eligible for return without reason. Returns and exchanges of these items are only allowed when the product itself has manufacturing defects, is damaged upon receipt, or materially fails to match the product description. Such special restrictions will be clearly notified to you on the corresponding product detail page or during the checkout process.
To start the return process, you need to contact us at [Company Contact Email], provide your order number, information of the item(s) you intend to return, and the reason for return. We may request supplementary information to verify your return eligibility. Packages sent back directly without prior official approval may be rejected, delayed in processing, or disposed of in accordance with the rules for unauthorized returns. After your return request is approved, we will provide you with the official return address and full guidelines for subsequent operations.
Unless the return is caused by product manufacturing defects, damage upon receipt, or wrong items delivered by us, all return shipping costs shall be borne by the consumer. The initial delivery and handling fees of the order are not eligible for refund. We strongly recommend that you send back the items via a traceable shipping method. We will not be responsible for returned packages that are lost in transit.
We will complete the condition inspection immediately after signing for the returned items. After confirming that the items fully meet the return eligibility requirements, the refund will be sent back to the original payment account you used when placing the order. The refund is usually processed within 5 to 10 business days after the inspection. Your issuing bank or payment institution may require an additional processing period before the refund is finally credited to your account.
If the product you receive has manufacturing defects, is damaged upon delivery, or does not match the order content, please contact us within 48 hours after successful delivery, and provide real photos that clearly show the issue (including the original packaging when necessary). We will provide you with a solution of replacement, partial refund or full refund according to the actual situation. In some scenarios, we may require you to return the defective item first before completing the refund or replacement process.
If we have reasonable grounds to determine that this policy is being abused, including frequent excessive returns, inconsistent invalid claims, or suspected fraudulent activities, we reserve the right to reject the corresponding return or refund request. Nothing in this policy will limit your statutory consumer rights you are entitled to under the framework of applicable laws.