Refund policy

We offer a 30-day return window starting from the day your order is delivered. To qualify, the product must be unused, unworn, and in its original packaging with all tags attached. You’ll also need to provide your order number or proof of purchase.

Please note: Sale items and gift cards are excluded from returns and are not covered by our 30-day money-back guarantee.

To start a return, please reach out to us at support@exenzia.com. Once your return request is approved, we’ll send you a prepaid return label along with detailed instructions on how and where to ship your package. Returns sent without prior authorization will not be accepted.

Inspection & Damages

Please inspect your order as soon as it arrives. If an item is defective, damaged, or if you receive the wrong product, contact us right away so we can evaluate the issue and make it right.

Items That Cannot Be Returned

Some products are non-returnable for hygiene or safety reasons, including but not limited to:

  • Perishable goods (food, flowers, etc.)

  • Custom or personalized products

  • Personal care and hygiene items

  • Sale items

  • Gift cards

  • Flammable liquids or hazardous materials

If you’re ever unsure about whether your item qualifies, feel free to contact us before sending it back.

Exchanges

If you’d like to exchange an item, simply send back the original (following the steps above). Once your return is approved, you can place a new order for the item you prefer.

EU Orders (14-Day Right of Withdrawal)

For customers located in the European Union, you have a 14-day cooling-off period after receiving your order. During this time, you may cancel or return it for any reason. Returned items must still meet the unused, original condition requirements stated above.

Refunds

After your return is received and inspected, we’ll notify you by email regarding approval. If approved, your refund will be issued automatically to your original payment method within 10 business days. Please note that your bank or credit card provider may need additional time to finalize the refund.

If it has been more than 15 business days since your refund was approved and you haven’t seen it reflected, please contact us at support@exenzia.com