Return and Refund Policy

This policy defines the structured return and refund framework established by Zenzorigo for users interacting within the Hong Kong region. We prioritize operational transparency and seek to maintain full clarity regarding every phase of item evaluation and physical restitution. Our guidelines are fully integrated with the Sale of Goods Ordinance (Cap. 26) and the Consumer Goods Safety Ordinance (Cap. 456) of Hong Kong, fulfilling the absolute requirements for compliance on global advertising systems.

1. Scope of Eligibility

We establish a definitive 30-days return timeline that commences on the exact calendar day your shipment arrives at your designated address. This window allows users to report severe logistical discrepancies or manufacturing structural faults. This protective timeline ensures that all consumers possess ample opportunity to examine their package post-delivery.

• Qualifying Instances: Returns are strictly confined to situations where an individual receives an incorrect model or an item that exhibits physical damage prior to delivery.
• Exclusions Based on Choice: We do not offer exchanges, returns, or adjustments for variations in user preference, change of mind, or situational shifts. Every order should be completed with absolute certainty of commitment.

2. Initiation Protocol

If you identify an eligible anomaly upon receiving your order, you must initiate the reporting process immediately through our digital helpdesk.

• Notification Method: Contact our logistical administration team by sending an email directly to massage@zenzorigo.com.
• Required Particulars: Your notification must include your specific invoice reference, a summary of the structural discrepancy, and clear photographic documentation.
• Retrieval Logistics: Once your initial report is logged and assessed, our firm will coordinate a direct retrieval from your location. This pickup operation is executed with zero added expense to the client. Our logistics team handles all internal communication with transport services to ensure your scheduling preferences are met.

3. Warehouse Review and Evaluation

Once the returned unit is safely transported back to our centralized distribution hub, it undergoes a standardized appraisal procedure.

• Inspection Duration: Our internal personnel require a dedicated 24-hour period to thoroughly evaluate the physical state and functional integrity of the retrieved item.
• Assessment Standards: We analyze whether the reported flaw represents a logistical error or transit damage, determining the path forward based on item availability.

4. Resolution Frameworks

Following the completion of our warehouse evaluation, we implement one of two distinct structural resolutions:

• Primary Resolution: If the unit exhibits structural anomalies but inventory is available, our team immediately prepares and dispatches a complete physical replacement item to your address.
• Alternative Resolution: If the damage is completely irreversible or if the required inventory model is out of stock, we transition the file to accept a full refund.

5. Bank Settlement Mechanics

Because our business operates exclusively on a Cash on Delivery model, our internal infrastructure does not collect, track, or maintain pre-existing user banking information or private accounts.

• Data Request: To process an accepted refund, our billing office will correspond with you directly through massage@zenzorigo.com to obtain your electronic banking routing details.
• Transfer Mechanism: Upon receipt of these account details, we initiate a manual electronic bank transfer directly to your designated institution. This method ensures that your sensitive data is handled safely and only used for this single remittance.
• Reflecting Timelines: The refunded capital typically takes up to 7 business days to appear inside your personal statement, a timeline dictated solely by your banking service provider networks.

6. Comprehensive Fee Disclosures

We operate under a principle of absolute cost openness. We do not assess or enforce restocking fees, administrative intake charges, processing penalties, or handling overheads for any items processed through our accepted system. Any item that fulfills our criteria will be processed with no hidden deductions or processing fees of any kind.

7. Customer Assistance Availability

Our Customer Support Team is fully prepared to handle any procedural concerns or clarification requests regarding these frameworks.

• Operating Hours: Helpdesk representatives remain live from 9:00 AM until 5:00 PM Hong Kong Time (HKT), Monday through Friday.
• Communication Channel: All formal incoming requests, documentation submissions, structural photo uploads, or follow-up messages should be funneled to massage@zenzorigo.com for rapid operational handling on subsequent business days.