Refund policy

Order Acceptance, Warranty, Returns & Refunds Policy

At Zenio, we are committed to delivering exceptional craftsmanship and ensuring your complete satisfaction. Each strap is meticulously handcrafted by our artisans in Vietnam and carefully inspected before shipment.

If you have any concerns, please contact us at support@zenio.us — we’re always here to help.

Order Acceptance

After placing your order, you will receive a confirmation email. This confirmation does not signify acceptance of your order, but confirms that we have received it.

We reserve the right to accept or decline any order at our discretion, including but not limited to:

  • Incorrect pricing or product information
  • Suspected fraudulent activity
  • Incomplete or unverifiable payment

If your order is canceled after payment, a full refund will be issued to your original payment method.

Lifetime Warranty

We stand behind the quality of our craftsmanship with a lifetime warranty.

What is covered:

  • Defects in materials
  • Defects in craftsmanship

What is not covered:

  • Normal wear and tear (creases, patina, scratches over time)
  • Accidental damage or misuse
  • Water damage beyond normal exposure (unless stated otherwise)

If you experience any issues, please contact us and we will resolve them promptly.

Returns, Refunds & Exchanges (14 Days)

We offer a 14-day return window from the date of delivery.

1. Defective or Incorrect Items (Our Responsibility)

If your item has a defect or we made an error:

  • Eligible for full refund, replacement, or exchange
  • We cover return shipping (up to $35 USD for international orders)

Applies to both ready-stock and custom-made items

2. Ready-Stock Straps & Accessories

Unused Items

  • Must be in original condition (no bending, creases, or signs of wear)
  • Eligible for full refund (excluding shipping fees)

Used Items

  • A restocking fee up to 70% may apply depending on condition

3. Custom-Made Straps

As each strap is made to order:

Unused Custom Orders

  • Eligible for 80% refund (excluding shipping fees)
  • 20% restocking fee applies

Order Cancellation (Before Shipping)

  • If production has started → 20% fee applies

Used or Personalized Items

  • If worn, customized, or engraved:
    • Refund may be reduced by up to 80%
    • Based on condition and resale feasibility

Additional Information

  • Customers are responsible for return shipping unless due to our error
  • Returns are processed within 7–14 business days after receipt
  • Refunds are issued to the original payment method

⚠️ Please include your order number in the return package.
Missing details may result in a $10 processing fee

Return Process

  1. Ensure the item is unused and in original condition
  2. Email us at support@zenio.us
  3. We will provide return instructions
  4. Ship the item using any courier
  5. Refund will be processed after inspection

Exchanges

If you wish to exchange for another strap:

  • Please place a new order separately
  • Refund will be processed once we receive the returned item

Contact

Zenio Support Team
📧 support@zenio.us

Zenio is operated by Zeniovn LLC. All products are handcrafted in Vietnam and shipped worldwide.