2. Duties and Taxes
You are responsible for paying any import duties and taxes that the local customs deems appropriate. The product prices shown do not include any taxes. We cannot calculate the exact amount of duties and taxes that your order will incur, as these fees are directly levied by the destination country/region. Please consult your local customs for more information before placing an order.
3. Order Processing and Shipping Time
Orders received after 08:00 Hongkong Standard Time will be processed the next day. All orders will be shipped on the next working day.
4. Return and Exchange Policy
a）Return and exchange application time
For all returns and exchanges, customers must contact our customer service via email within 30 working days from the date of receiving the goods and before sending back the returned package. Otherwise, the return application may be rejected. Please provide your order number and product model so that we can process the return.
b）Refund scope
All refunds from Zeno Aura do not include sales fees depending on the payment method. Refunds and returns are only accepted in the form of store credit.
Non - refundable situations If the package is returned because the consignee refuses to accept it or fails to pay the duties and taxes in the destination country, we will not provide a refund. Customers are responsible for ensuring that the order is properly received and paid for.
Please note that we do not provide refunds due to customers changing their minds or no longer needing the product. This policy applies to any reason, including the failure to complete the delivery within the expected time.
c）Refundable conditions
The product must be returned in its original condition and packaging, with the price tag intact and accompanied by the purchase receipt. The product must not be adjusted in size in any way, and no parts should be added or removed.
The product not be customized by us or externally. The product must not be altered, repaired, or fixed by anyone other than Zeno Aura.
d）Size adjustment service
Our sizes are made according to your online order. The size calculation is based on relevant measurement standards. Please do not provide inaccurate size information. If the product you purchased does not fit, we will adjust the size for free. The adjustment work will be carried out in our office. If you cannot come in person, you can send it by express. The round - trip express fees are borne by the customer.
e）Exchange service: If you want to exchange for another style within 30 days, we can arrange an exchange, but no refund will be given.The round - trip express fees are borne by the customer.
5. Special Instructions
Zeno Aura reserves the right to reject any returns or exchanges that we consider may violate the return and exchange policy or are in poor return condition. Products that do not meet the return and exchange conditions will not be returned to the sender, and no store credit will be provided. Cash refunds are strictly prohibited.