Return policy

This Return Policy governs all return, exchange, and refund requests for orders placed on the official websitetidyzena.com. It outlines the eligible return conditions, valid return period, return procedures, shipping liability, and refund rules for all customers. By completing purchases on our website, you acknowledge and agree to abide by all terms stated in this Return Policy.
Tidyzena and tidyzena.com are operated and managed by Xiangyang Dongna Trading Store (Sole Proprietorship) (“We”, “Us”, “Our”). All after-sales services, return reviews, dispute handling, and refund arrangements are officially undertaken by our company.
Registered Address: Room 1407-1, No. 66, Zhangqiao Community, Zhangqiao Street, Fancheng District, Xiangyang City, Hubei Province, China
Customer Support Contact: Email: service@tidyzena.com | Phone: +86 13221822074

1. Return & Exchange Eligibility

We offer a 30-day return window for all eligible products, starting from the official delivery date of your order. To qualify for return or exchange, the following conditions must be fully satisfied:
  • The product must be unused, unmodified, clean, and undamaged, with no signs of installation, operation, or personal wear and tear.
  • All original factory packaging, user manuals, accessories, spare parts, and attachments must be complete, intact, and unaltered.
  • The return or exchange request must be actively submitted within the 30-day valid return period with valid order information.
We reserve the right to reject any return request if the returned item is damaged, improperly used, missing accessories, altered, or submitted after the valid return timeframe.

2. Non-Returnable Situations

The following cases are not eligible for return, exchange, or refund:
  • Product damage or malfunction caused by improper installation, unauthorized modification, wrong operation, or personal negligence after delivery.
  • Normal wear and tear, minor scratches, or performance attenuation formed during daily normal use.
  • Final clearance items, discounted promotional goods, or products marked “Final Sale” on the product page.
  • Product damage caused by force majeure events, including extreme weather, natural disasters, accidents, or external impact after delivery.
  • Returns with incomplete product accessories, lost original packaging, or without valid order proof.

3. Standard Return Procedure

Please follow the official standard process to apply for returns or exchanges to avoid processing delays:
Step 1: Contact Support – Submit your return request within 30 days after receiving your package via our official email or phone. Please provide your order number, product name, and detailed return reason.
Step 2: Await Official Confirmation – Our customer service team will review your request and send formal return instructions, including the designated return address, packaging requirements, and shipping guidelines.
Step 3: Return the Package – Securely repack the product with all original accessories and packaging, then ship the item back in accordance with our official return requirements.
Step 4: Inspection & Resolution – Our warehouse team will inspect the returned item upon receipt. Once the product is verified compliant with return standards, we will proceed with refund or exchange services accordingly.

4. Return Shipping Fee Rules

Customer Voluntary Returns: If you request a return due to personal reasons, including but not limited to changed purchase intention, unsuitable size or style, unnecessary purchase, or personal dislike, you shall bear all return shipping fees. The original shipping fee incurred during checkout is non-refundable.
Official Responsible Returns: For orders with manufacturer defects, quality problems, transit damage, wrong item delivery, or missing accessories caused by our company, we will cover the return shipping cost and provide full refund or free product replacement based on actual conditions.

5. Refund Processing Rules

After your returned package is received, inspected, and approved by our warehouse team, we will initiate the official refund process within 3–7 business days. All refunds will be credited back to your original payment method.
Please note that the actual fund arrival time depends on the processing cycle and working rules of your bank or third-party payment platform. Tidyzena and our company are not responsible for fund arrival delays caused by third-party financial institutions.

6. Damaged & Defective Product Claims

If you receive defective, damaged, incorrect, or incomplete products, please contact our support team within 48 hours after delivery and provide valid photos or videos as evidence. We will verify the issue promptly and provide targeted solutions including full refund, partial refund, or free replacement to protect your legitimate rights and interests.

7. Policy Updates

Xiangyang Dongna Trading Store (Sole Proprietorship) reserves the right to update and adjust this Return Policy at any time without prior notice. All updated terms will take effect immediately after being published on tidyzena.com. Customers agree to accept and abide by the latest policy terms when placing new orders.

8. Contact Information

For any questions regarding return rules, return progress, quality disputes, or after-sales services, please contact our official support team:
Email: service@tidyzena.com
Phone: +86 13221822074