About exchange and return of goods

About product exchanges and returns

If the product has defects or does not match the order

If the product has initial defects, damage, or does not match the order, we will promptly exchange it for the same product (in good condition) or process a return/refund.

We will guide you on the return method and refund procedure, so please contact us within one week of product arrival. The return shipping cost will be borne by our store.

Regarding returns and exchanges due to customer reasons

If you wish to return due to customer reasons (such as change of mind or wrong purchase), we only accept returns for unopened and unpacked packages.

Please contact us within one week of product arrival. We will guide you on the return method and refund procedure when you contact us.

About the return destination

The return/exchange destination for returns due to our store's reasons is as follows.
If sent to the address on the delivery note, processing may take longer.

ZEN Camps - Returns and Exchanges Department
Postal Code 733-0875
2-502-7-408 Furue Kami, Nishi-ku, Hiroshima City, Hiroshima Prefecture
TEL: 050-3503-4633

* If there are obvious signs of use on the product,
Please understand in advance that we cannot accept returns or exchanges.
* Please do not return by mail service or letter pack as it may cause non-delivery or loss; always use a courier service with insurance.
* We apologize for the inconvenience, but please pack the product in a cardboard box or similar for the return.
If you return the product with the invoice or other labels directly attached, we cannot accept returns or exchanges under any circumstances.

About refund methods

Returns or cancellations caused by our store will be handled as below.

[Bank Transfer Procedure]
We will transfer the product price (including tax) to the specified bank.
Please provide the following information.

Financial institution name:
Branch name:
Account type:
Account number:
Account holder name

For Japan Post Bank accounts, in addition to the account number, "branch number (in kanji)" and "symbol (numbers)" are required, so please fill in all details.

* Transfer fees will be borne by our store.
* Please be sure to provide the name with furigana.
* Please be sure to provide the account in the name of the person who placed the order.
(Accounts in the name of relatives are also not accepted)

Notes

・If payment was made by credit card, a refund will be processed by canceling the transaction. Please check your credit card statement.
・Depending on stock availability, if the same product (in good condition) cannot be exchanged, we may issue a refund.
・We do not accept exchanges for other products.
・For returns due to customer reasons, shipping and handling fees for the return will be borne by the customer.
・If you wish to return due to customer reasons, returns are only possible for unopened and unpacked products.

The following products cannot be returned.
(1) Products that have been received for more than 7 days
(2) Opened or unpacked products
(3) Products processed, damaged, or soiled by the customer


Email: support@zen-camps.com