Refund Policy — Zensy & Soulie Limited

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or a size exchange.

Eligibility

To be eligible for a return or exchange, your item must be:

• Unused and unworn
• In its original condition, with no scratches or damage to the product itself
• In its original packaging, with no damage to the packaging
• Accompanied by your receipt or proof of purchase

Items that are scratched, damaged, worn, or missing original packaging will not be accepted, and will be sent back to you at your expense.

To start a return or exchange, contact us at hug@zensyring.com. Please note that returns need to be sent to the designated address as directed by our representative. 

If your return or exchange is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exchanges (Size Only)

We only offer exchanges for a different size of the same ring. We do not offer exchanges for a different model or color — if you'd like a different model or color, please return your original item for a refund (see Refunds below) and place a new order.

• Exchanges are limited to one per order. Once you've exchanged an item, that item is no longer eligible for a further exchange.
• You are responsible for shipping both ways: the cost of shipping your original item back to us, and the cost of shipping the replacement size to you. Neither shipping cost is refundable.
• The item being exchanged must meet the same eligibility criteria above: unused, unworn, undamaged, in original packaging.

Returns (Refunds)

We accept returns within 30 days of receipt, subject to the eligibility criteria above.

• Original shipping and handling charges are non-refundable.
• Return shipping is at your own cost and is also non-refundable. We do not provide prepaid return labels.
• Only the product price is eligible for refund once your return is inspected and approved.

Damages and Issues

Please inspect your order upon reception and contact us immediately at hug@zensyring.com if the item is defective, damaged in transit, or if you receive the wrong item. For issues that are our error or a manufacturing defect, we will cover the cost of return shipping and/or replacement — this does not fall under the standard return terms above.

Exceptions / Non-Returnable Items

Certain items cannot be returned or exchanged, including:

• Items that show any scratches, wear, or damage to the product or its original packaging
• Custom or personalized products
• Items marked as final sale
• Gift cards
• Subscription fees — refunds for subscriptions are governed separately by our Subscription Terms, not this policy

Please contact us if you have questions or concerns about your specific item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be unworn, unused, undamaged, and in its original, undamaged packaging, and you'll need your receipt or proof of purchase. Return shipping costs remain your responsibility except where required otherwise by applicable law.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days, minus original shipping and handling charges as noted above. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hug@zensyring.com.

Contact

Questions about returns, exchanges, or refunds can be sent to hug@zensyring.com.