Return and Refund Policy

Last updated: July 31, 2026

We have a 20-day return policy, which means you have 20 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To initiate a return or ask a question, you can contact us at returns@zainix.ca. Please note that returns will need to be sent to the address provided in your return authorization instructions. If your return is accepted, we’ll send you instructions on how and where to send your package. Customers are responsible for return shipping costs for standard returns. However, if you are exchanging an item for a different size or colour, or if your item arrived damaged or incorrect, we will cover the return shipping costs. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable and non-refundable items
Certain types of items cannot be returned or refunded, such as custom products (including special orders or personalized items), final sale items, or gift cards. These items are strictly non-returnable and non-refundable. Please get in touch if you have questions or concerns about your specific item. 

Exchanges
To request an exchange for a different size, colour, or style, please contact us at returns@zainix.ca. We offer free standard return and outbound shipping for exchanges. If the new item is priced higher than the original, we will send an invoice for the difference. If the new item is priced lower, we will issue a partial refund for the difference to your original payment method. Upgraded or express shipping options for replacement items are subject to additional fees.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@zainix.ca.