Returns policy
IN-STORE RETURNS POLICY
Did you purchase in-store?
Item/s must be physically returned to our retail shop within 20 days of purchase. Items purchased in-store cannot be returned via post/courier. Please note that we do not offer refunds for in-store purchases, however we do offer the option of an exchange, or store credit (in the form of a Gift Card) provided all the below return criteria has been met.
• Goods must be UNWORN.
• Goods must be UNDAMAGED and in ORIGINAL CONDITION.
• Goods must be accompanied by the ORIGINAL PACKAGING, and ALL TAGS MUST BE ATTACHED.
• Goods must be RETURNED WITHIN THE SPECIFIED RETURN TIMEFRAME.
• Goods must be in RE-SELLABLE CONDITION.
• Goods must be ACCOMPANIED BY PROOF OF PURCHASE.
Our friendly retail staff will check and inspect all returned item/s in-store. Zenjo reserves the right to decline a return if the above (or any other reasonable) criteria has not been met.
ONLINE RETURNS POLICY
Did you purchase Online?
We know that shopping online can be difficult, so we offer the option of returning your unworn/unused item/s for a full refund within 20 days of purchase. Please note the below return conditions and ensure these have been met, prior to sending back your order.
• Goods must be UNWORN and UNALTERED.
• Goods must be UNDAMAGED and in ORIGINAL CONDITION.
• Goods must be accompanied by the ORIGINAL PACKAGING, and ALL TAGS MUST BE ATTACHED.
• Apparel and uniforms must be FOLDED NEATLY.
• Goods must be RETURNED WITHIN THE SPECIFIED RETURN TIMEFRAME.
• Goods must be in RE-SELLABLE CONDITION.
• Goods must be accompanied by a RETURN FORM with all the relevant information completed.
• Sale, Clearance and Seconds are NOT eligible for a refund.
• Gift Cards are not eligible for a refund.
Please note that the refund option only applies to online purchases in accordance with our return conditions. In-store purchases are not eligible for a refund; however, we do offer the option of an exchange or store credit (in the form of a Gift Card) for purchases from our retail shop. Please refer to our IN-STORE RETURNS POLICY at the top of the page for more information.
IMPORTANT!
• We do not refund shipping charges UNLESS we make an error, or the goods are faulty.
• If you have purchased your item/s from TradeMe we deduct the SUCCESS FEE from the refund amount.
HOW DO I RETURN MY ONLINE ORDER?
Items purchased online can be returned for a refund or store credit only, we do not offer the option of an exchange for online purchases. Please refer to the “Online Returns Policy” to confirm your goods are eligible for a return prior to sending the goods back to us.
STEP 1. Complete the return form sent with your order, or Click here to download the printable return form.
STEP 2. Cheek the goods: Make sure the item/s are in original condition, unworn, dust/hair and lint free, folded neatly and all the original tags are packaging are included. If these conditions are not met, you may be charged a re-stocking fee of $15.00, or your return may be declined altogether, resulting in the goods being sent back to you.
STEP 3. Package the goods: Ensure that the goods are placed in a bag or box neatly.
STEP 4. Enclose the completed return form. Make sure you include a complete return form with the goods before sealing the package.
STEP 5. Address the package to:
Zenjo Online Returns
47 Princes Street
Onehunga
Auckland, 1061
STEP 6. Ship the goods: Consumers are responsible for returning any unwanted items. Please send the package to the above address using your preferred courier company, or by taking the package to your nearest Post Office.
Once your order is received, we will inspect the goods to confirm that the order is eligible for a return and process a refund accordingly.
Refunds are credited to the same/original method of payment that was used to make the initial purchase – please do not include your bank account or payment details with your return. Refunds are processed within 3 – 5 business days from the date of processing but may take additional days to process via your bank. Alternatively, if you have requested a store credit, this will be processed, and you will be notified via email.
If you wish to order another size, style or brand simply place a new order on our website.
Note: If the goods do not meet our return criteria, Zenjo reserves the right to charge a re-stocking fee of $15.00 or decline the return altogether.
THE FINE PRINT:
Online Returns - Courier Fee’s & Other Charges:
• We do NOT refund courier, shipping or handling charges.
• Consumers are responsible for all shipping costs for merchandise being returned, UNLESS we have sent you the wrong item, or it is deemed faulty. In this instance we will refund your return shipping cost, so please ensure to keep a copy of the receipt for the courier/postal charge.
• We do not refund fees from online marketplaces such as TradeMe. Your refund will exclude the success fee if you purchased using this, or other relevant platforms.
• Important: Delivery Confirmation alone for returned items is not sufficient. We are not responsible for returned 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.
• Obtaining INSURANCE for your return packages to Zenjo through your preferred shipping agent/courier is highly recommended. Insuring your return package will provide you with recourse, in the unfortunate event that your goods are lost or stolen. Zenjo does not accept responsibility for packages that have not been shipped by our company.
• In the event of any failure to return goods to us within the specified timeframes, Zenjo reserves the right to charge any costs for the recovery of the goods.
When will I be refunded?
• Once your package has been received by Zenjo it will be checked to confirm it is eligible for a return. Once a refund is approved it will be processed within 3 – 5 business days, but please note that your banking institution may require additional time to process the refund once they have received the information from us. Please allow up to two billing cycles for a refund to appear on your credit card or bank statement.
• Consumers are notified of the refund via email using the address provided at the time the order was placed.
• Refunds are processed to the same/original method of payment that was used to make the initial purchase.
Where is the printable return form on the site?
Click here to download the printable return form.
Exchanges
We can only exchange items that were physically purchased from our retail store, and these items must be returned in person, to the store for an exchange in accordance with our return/exchange policies. For goods purchased online, items will be refunded in accordance with our returns policies, and you can simply place another order for your preferred alternative.
I was sent the wrong thing!
While we do our best to ensure that all our orders are filled correctly, occasionally mistakes can happen. In the unlikely event that you have received incorrect merchandise — style, colour, size, you must notify us at help@zenjo.co.nz within 3 days of receiving the product to be eligible for a refund. We are here to help, and 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 RETURN MY ONLINE ORDER?”
I think the item I have received is faulty?
If you feel an item is faulty, wrongly described, or different from the sample shown on the website, we will meet our legal obligations in accordance with NZ consumer law and/or any other relevant legislation. This may include a replacement, or a refund of the purchase price. All goods must be accompanied by proof of purchase and returned within a reasonable timeframe. Please notify us at help@zenjo.co.nz within 3 days of receiving your item, prior to returning any goods for inspection. We will provide you with return instructions and any other relevant information.
Zenjo reserves the right to inspect and assess the goods to confirm if there are any manufacturing faults or defects present in the product, prior to confirming if a replacement or refund is applicable. Any potentially faulty items must be returned for assessment, and in the event that the item in question is confirmed as being faulty, consumers will be offered a solution in accordance with NZ Consumer Law and Zenjo’s internal policies. For confirmed faulty item/s return courier charges will be refunded by Zenjo, so please ensure you retain your return courier/shipping receipt. If no receipt is provided, Zenjo will calculate the amount based current internal courier costs.
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 must include the original shoe box, undamaged and free of postal labels. Footwear returns without the original packaging will not be accepted.
Final Sale and Clearance Items
Final Sale and Clearance items cannot be returned or exchanged in store, or online. In the event that a Final Sale or Clearance item is returned to Zenjo, a representative will make contact via email. These items do not qualify for a refund, (no expectations) so consumers will need to pay the shipping costs for the item to be returned.
The following categories are classified as final sale or Clearance:
• Any item marked down 10% or more is considered a clearance sale item.
• Any item purchased from the SALE/CLEARANCE ITEMS CATEGORY.
• All clearance items are final sale and cannot be returned or exchanged.
If you are unsure if your purchase qualifies for a return, please contact us at help@zenjo.co.nz to request clarification prior to sending back your item.