Refund policy

At Zonnya, we want you to feel confident when shopping with us. This Return and Refund Policy explains how returns, exchanges, refunds, and defective item claims are handled for purchases made through our online store.

Return Period

The applicable return period for your order will be clearly displayed at checkout at the time of purchase.

To request a return, please contact our support team at contact@zonnya.com before sending any item back. Items returned without prior authorisation may not be accepted.

Change of Mind Returns

If you wish to return an item because you changed your mind, ordered the wrong size, or no longer want the product, you may request a return within the return period shown at checkout.

In this case, the customer is responsible for paying the return shipping costs.

To be eligible for a return, the item must be unused, unworn, unwashed, undamaged, and returned in its original condition, with all tags, packaging, hygiene seals, and accessories included where applicable.

Defective or Incorrect Items

If your item arrives defective, damaged, or incorrect due to a manufacturing issue or an error on our part, please contact us at contact@zonnya.com as soon as possible.

Please include your order number, a clear description of the issue, and photos or videos showing the problem.

If the issue is approved after review, Zonnya will cover the return shipping costs and may offer a replacement, exchange, store credit, or refund, depending on the situation and product availability.

Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns of intimate apparel that has been used, worn, washed, damaged, or returned without its original hygiene seal, tags, or packaging.

This may include, but is not limited to, underwear, panties, bodysuits, shapewear, and other intimate garments where hygiene protection has been removed or compromised.

Items that show signs of wear, body odour, stains, perfume, makeup, deodorant marks, washing, damage, or alteration will not be accepted for return.

Return Authorisation

Please do not send any item back before contacting our support team.

To start a return request, email us at contact@zonnya.com. Our team will provide the necessary instructions if your return request is approved.

We do not currently provide a public return address. Return instructions will be provided by our support team after your request has been reviewed.

Refunds

Once your returned item is received and inspected, we will notify you by email whether your refund has been approved or rejected.

If approved, the refund will be processed to your original payment method. Please note that your bank, card provider, or payment processor may require additional time to post the refund to your account.

Shipping fees, delivery charges, and other non-product fees may be non-refundable unless the return is due to a defective, damaged, or incorrect item caused by Zonnya.

Exchanges

Exchanges may be available depending on product availability and the condition of the returned item.

If you need a different size, colour, or style, please contact us at contact@zonnya.com and our support team will guide you through the available options.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account again and contact your credit card company or payment provider, as processing times may vary.

If you have done this and still have not received your refund, please contact us at contact@zonnya.com.

Contact Us

If you have any questions about returns, refunds, exchanges, or defective items, please contact our customer support team:

Email: contact@zonnya.com