Legal
Returns & Refund Policy
Clear, fair returns built around your rights as a Filipino consumer — with honest timelines and no fine-print traps.
We want you to love what you buy on Zenska. If something arrives wrong, damaged, expired, or inauthentic, we will make it right.
This policy explains when you can return an item, how refunds work, who pays for shipping, and the timelines to expect — all consistent with the Consumer Act of the Philippines. Your statutory rights always come first.
Your rights under Philippine law
As a consumer in the Philippines, you are protected by the Consumer Act (Republic Act No. 7394). For any product that is defective, imperfect, unsafe, expired, or not as described, you are entitled to a remedy — repair, replacement, or refund.
We do not operate "No Return, No Exchange"
Consistent with DTI rules, Zenska never applies a blanket "No Return, No Exchange" policy. Discounted and sale items carry the same protection as regular-priced items when they arrive defective, wrong, expired, or counterfeit.
Return window
You may request a return within seven (7) days of delivery, unless the seller displays a longer window on the product page. For items that are defective, expired on arrival, or counterfeit, please raise your request as soon as you discover the issue.
How to start
Open Orders & Returns in your account, select the item, choose a reason, and upload photos or a short video. Keep your proof of purchase — your order record in the app already serves as this.
What can and cannot be returned
Eligible for return / refund
- Counterfeit or inauthentic items
- Items that arrived damaged, leaking, or defective
- Products expired on arrival
- Wrong item, wrong variant, or missing items
- Item materially different from its description
Not eligible (unless defective)
- Change of mind after delivery
- Opened or used cosmetics, for hygiene and safety reasons
- Items with broken hygiene seals
- Gift cards and digital products
- Items marked non-returnable on the product page
Hygiene exception still respects your rights
The hygiene restriction on opened cosmetics does not override your statutory rights: if an item is defective, contaminated, expired, or counterfeit, you may return it even if the seal is broken.
How a return works
- 1Submit your request in Orders & Returns with photos or video evidence
- 2The seller reviews the request; Zenska mediates if needed
- 3Once approved, you receive return instructions (or we arrange pickup where available)
- 4The item is inspected on receipt
- 5Your refund or replacement is processed after inspection
Refunds & processing time
Approved refunds are returned to your original payment method, on the following indicative timelines:
| Payment method | Refund destination | Typical time after approval |
|---|---|---|
| Card / e-wallet (via PayMongo) | Original card or e-wallet | 5–10 business days |
| Online bank transfer / QR Ph | Source bank account | 5–10 business days |
| Cash on Delivery (COD) | Nominated bank or e-wallet account | 3–7 business days after details are confirmed |
Timelines depend on your bank or e-wallet provider. If a refund is delayed beyond these windows, contact [email protected] and we will trace it with the payment provider.
Faulty, wrong, or counterfeit items are refunded in full
When the fault lies with the seller — defective, damaged, expired, wrong, or counterfeit items — you receive a full refund including the original and return shipping. You will never be out of pocket for the seller's error.
Who pays return shipping
| Reason for return | Who pays return shipping |
|---|---|
| Defective, damaged, expired, wrong, or counterfeit item | Seller / Zenska — refunded in full |
| Accepted return for a reason not caused by the seller | Buyer, where a return is permitted |
Replacements & exchanges
For a defective or damaged item, you may ask for a replacement of the same product instead of a refund, subject to stock. If the item is out of stock, we will process a full refund. Start a replacement the same way as a return, from Orders & Returns.
Order cancellations
Before dispatch
You may cancel an unshipped order from your account; any amount paid is refunded in full.
After dispatch
Once an order is with the courier, it can no longer be cancelled — please use the return process after delivery if the item qualifies.
Wellness bookings
Wellness bookings follow the cancellation, rescheduling, and no-show terms shown at the time of booking and set by the partner center.
- Pay-at-visit bookings: nothing is charged online, so there is no online refund — simply cancel within the center's window to avoid any no-show charge the center may apply.
- Online / prepaid bookings and packages: amounts paid online and cancelled within the allowed window are refunded to your original payment method per the booking terms.
For help with a booking, contact [email protected].
Need help?
Our team is here to make returns painless.
- Email: [email protected]
- Track a request in Orders & Returns
- Consumer regulator: Department of Trade and Industry — dti.gov.ph
Related documents
Questions about this document? Email [email protected]. This document is provided for transparency and does not constitute legal advice.