Refund policy

Refund, Replacement, and Return Policy

Everything you need to know about Zenith Eternality refund, replacement, and return policy.


Refunds

Zenith Eternality will issue refunds only when the company is at fault. Below are the updated guidelines:

Order Refund Policy

Refunds or replacements for physical product orders are available only when Zenith Eternality is at fault (e.g., delivery failure, damage product, missing or incorrect items) and must follow the conditions below:

 

a. Order Delays

  • If an order shows no tracking information, remains pending or in transit, or expires beyond:

    • 60 days from the shipping date (global)

    • 45 days (U.S. orders)

    • 110 days (Brazil orders)
      Zenith Eternality will, at its discretion, resend the product or issue a refund.

b. Delivered Orders

  • Refunds/replacements will not be processed if tracking indicates the order was delivered.

  • If the package was not received, a non-delivery certification from the carrier/postal authority is required.

c. Damaged Products

  • A full refund or replacement will be issued if items arrive damaged.

  • Must be reported within 30 days of delivery with valid photo or video evidence of the product submitted to Zenith Eternality

    • Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on item functionality.

    • Please note that if the packaging is damaged but the product itself is intact and functioning properly, we cannot process a refund. Refunds are only issued if the product itself arrives damaged or broken, not for damaged packaging.

d. Incorrect or Missing Products

  • A full refund or replacement will be issued for incorrect or missing items.

  • Requires photo or video evidence within the applicable timeframe.

    • Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

e. Order Cancellation

  • A full refund is available if the order is canceled before processing or shipping

f. Refund Eligibility Window

  • Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.

  • Any order older than 90 days is automatically ineligible, regardless of the reason.

How does the refund process work for defective or wrong items?

Defective Items

If you receive a defective product, follow these steps:

  1. Capture images and/or videos displaying the defect clearly (e.g., the product not working).

  2. Submit the evidence via support email.

  3. Upon verification of the defect, Zenith Eternality will offer:

    • A refund to the original payment method.

    • A replacement product, if applicable.

  4. Returns are generally not required; customers may keep defective items.

Wrong Items Delivered or Redelivered

When a wrong item or an incorrect redelivery is received, here are the steps:

  1. Provide an image of the received item and its original packaging.

  2. Indicate what part of the order was incorrect (e.g., SKU, color, or size).

  3. Submit this information through Zenith Eternality designated channels.

  4. If confirmed, Zenith Eternality processes refunds within 5–10 business days to the original payment method.

What are the evidence requirements for a refund?

  • Refunds or replacements will only be issued if Zenith Eternality is responsible for the issue.

  • All required evidence (photos, videos, certifications) must be provided to validate claims.

  • All exceptions, timeframes, and eligibility requirements above must be met for a refund or replacement to apply.

  • Refund requests, once validated, are typically processed within 24 hours. However, funds may take 5–10 business days to appear in your account, depending on your bank or payment provider.