We strongly recommend that you check all items at the time of delivery.
In general, unless otherwise specified, an item may be returned in the applicable return window if it meets one or more of the following conditions:
This is different from what was ordered
It is faulty
Has suffered physical damage upon delivery
Some parts are missing
We are happy to accept a full return and issue a full refund of prescription drugs if they fulfill a or more of the following conditions:
If the products do not match your order / order
The products are defective or physically damaged
Products have a shelf life of less than 3 months
You have the right to return your items within 14 working days and receive a full refund.
Acceptable return items
All items must be returned in their original condition, with the price tags intact, the user manual, warranty cards, original accessories and in the original box / packaging of the manufacturer, as delivered.
In case of medications, the items must be returned in their entirety, in their original condition, with the box, the strip and the packaging intact.
If you want to return a device containing personal information, please make sure you have removed all information from the device before returning it. zena pharma can not be held responsible in any way for the misuse or use of this information.
Please note that we can not accept returns for the following:
Unsealed items with a protective seal for reasons of health protection or hygiene.
Personal hygiene products.
Products purchased in liquidation and marked “non-refundable” on the retail page of the category or product.
How to return an item?
Please contact our customer service within 14 working days of receiving your items by email or filling out the form on our contact page.
Once you have informed our customer service of the return of your items, you will receive instructions on how and where to send or deposit your returned items. Options may include mailing, pick-up by our delivery agent or filing to a designated zena pharma. Please note that not all options are available in all regions and our customer service department will make every effort to facilitate a convenient option.
Unfortunately, we are unable to cover the cost of returning your items and can not be held responsible for damage caused during transport. Please make sure they are properly secured and packaged and we recommend that you send all returned items via a branded courier service, if applicable.
How long will it take to process my return?
We aim to process your return within 24 hours of receiving the item. However, the refund may take up to 30 days via the original payment method.
Please note that when processing the return, we are entitled to deduct an amount from the refund to reflect any loss of income in the value of the returned items, which may be 100%, if the loss results from unnecessary handling of produced by you. .
In some cases, we may only be able to offer a replacement or credit note instead of a refund. We will notify you as soon as the return is processed by our Returns Department.
When ordering, if you want to cancel it, you can do so by logging into your account in the order history section of the website, while the status of the order is in the created state. .
Once the order has been approved by our team, please contact our customer service team by e-mail for cancellation requests. If the request is received before the order is shipped, a full refund will be made.
Once the order is shipped, cancellations are treated as returns and the process described in the returns section will apply.
All returns will be subject to a 15% restocking fee. Remember that if you want to return or exchange your item, you must contact us before sending it back. Items returned to us without notification will not be eligible for refund or exchange.
Returns will not be accepted on items that are:
Open or used
Missing their serial number or UPC
Special Orders (returned at our discretion)
Returned more than 30 days after delivery
Returned without notification
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