Refund policy
At ZenPop, we put care into every box we send out—but we understand that sometimes things don’t go as planned. Here's what you need to know:
💌 Returns
We do not offer returns on any items. If something arrived damaged or if part of your order is missing, please don’t hesitate to reach out to us at contact@zenpop.jp—we’ll be happy to look into it for you.
📦 Damages & Issues
Please inspect your order upon arrival. If you notice anything wrong—like a defective item, damage, or an incorrect product—let us know right away so we can evaluate the issue and make things right. Please reach out to us within 5 days of receiving your package.
🚫 Exceptions & Non-refundable Items
Some items cannot be refunded, including:
- Shipping fees
- Free gifts
- Custom products
- Sale items
- Gift cards
If you’re unsure about a specific item, feel free to contact us—we’re here to help.
🔁 Exchanges
We do not offer exchanges. However, if your item arrives damaged or something is missing, please reach out to us within 5 days of receiving your package, we’ll gladly review the case and arrange a replacement if needed.
💳 Refunds
If a refund is approved, it will be processed back to your original payment method within 14 business days. Please note that your bank or credit card company may take additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved, feel free to reach out to us at contact@zenpop.jp.
