Refund policy

Return and Refund Policy

Right of withdrawal
You have the right to withdraw from your online purchase within 14 days after the day you receive the goods, without giving a reason. To exercise this right, email albasisibassam@gmail.com with your order number and a clear statement that you wish to withdraw. After notifying us, return the goods within 14 days.

Return condition
You may inspect the product as you would in a physical shop. You may be responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product. Where reasonably possible, return the item unused, undamaged and with its original labels and packaging.

How to return an item
Do not send a return before contacting us. Products are dispatched from different fulfilment locations, so we will provide the correct return instructions and, where available, a return label. For a change-of-mind return, the customer pays the direct return shipping cost. We will tell you the exact cost before issuing the label; it is normally similar to the original shipping charge. If an item is defective, damaged on arrival or incorrect, we will cover the reasonable return cost.

Refunds
We will refund payments due under the statutory right of withdrawal, including the cost of the least expensive standard delivery option offered, within 14 days after you notify us. We may withhold the refund until we receive the goods or you provide evidence that they were sent back, whichever occurs first. Refunds are issued to the original payment method. Your bank or payment provider may need additional processing time.

Exceptions
The right of withdrawal may not apply to goods made to order or clearly personalised, perishable goods, or sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken. For beauty and personal-care products, opened or used products are excluded only where the legal hygiene exception applies.

Damaged, defective or incorrect items
Contact us as soon as possible at albasisibassam@gmail.com and include your order number, a description of the issue and clear photos where relevant. Your statutory rights regarding non-conforming goods remain unaffected.

Cancellations and exchanges
If you wish to cancel before dispatch, contact us immediately. We cannot guarantee cancellation after fulfilment has begun. Exchanges are handled as a return followed by a new order.

Contact
Zeno is operated by Aivro in the Netherlands. Email: albasisibassam@gmail.com. Please include your order number and never send card details, passwords or verification codes.