This policy applies to purchases made on the Kenzoria marketplace, subject to legal exceptions, non-returnable categories, and special rules clearly indicated on the product page.

A product may be eligible for return where it arrives damaged, defective, incorrect, non-compliant with the order, or where returns are allowed by the relevant category and applicable sales terms.

Unless a different period is required by law or shown for a specific category, the return request should be initiated within an indicative period of 7 days from product receipt.

Certain products may be excluded from return for hygiene, safety, customization, perishability, unsealed-content, or any other legitimate restriction disclosed to the customer.

Kenzoria or the vendor may request photos, videos, order number, original packaging, invoice, delivery proof, message history, or any information useful to assess the case.

A refund may be refused in the event of abuse, product use beyond reasonable inspection, incomplete packaging, missing accessories, or insufficient proof.

The vendor remains responsible for the sold product, its conformity, and the obligations arising from the sale.

Kenzoria may centralize the request, help gather evidence, offer mediation, and take certain platform actions where the case justifies it.

Where a refund is approved, it may be made to the original payment method, as an internal credit, store credit, wallet balance, or points where that method is available and accepted within the applicable framework.

Kenzoria may limit or reject requests where abusive conduct, fraud patterns, order manipulation, or repeated behavior contrary to the policy’s purpose is identified.