Refund policy
At ZenRider, your satisfaction is our top priority. We have designed this policy to be as simple and transparent as possible.
Returns
You have 100 days after receiving your order to initiate a return.
Your 14-day right to cancel is therefore more than covered.
The returned product may have been used (to test whether it suits your needs), but it must be free of visible damage (scratches, marks, breakage) and returned in its original packaging.
For any return request, contact us at support@zenrider.co. We usually reply within 1 working day.
Important: Slip a note into your return parcel stating your order number and the e-mail address associated with your order. This will allow us to process your refund quickly.
Refunds
As soon as we receive your return, we inspect it within 2 working days. If the item is in good condition, the refund is approved and processed within 14 days in accordance with the Consumer Contracts Regulations, to your original payment method. You will be notified by e-mail at each stage of the process.
Return costs
ZenRider offers free delivery on all orders. However, return costs are borne by the customer. It is your responsibility to generate and pay for your return shipping label. We only provide you with the return address, without covering any additional costs.
We strongly recommend that you choose a shipping service with a tracking number. ZenRider cannot be held responsible for parcels lost in transit. Any return lost before receipt cannot be refunded.
Return address: ZenRider, APT 39/65, Sathorn Gardens, 39 S Sathon Rd, Thung Maha Mek, Sathon, Bangkok 10120, Thailand
You may also request a return address in France, provided that you make the request within 14 days of receiving your order. After this period, only the address given above remains valid. This alternative address in France is a commercial courtesy granted at our discretion; if it is refused, your statutory 14-day right to cancel can still be fully exercised via the address above, under the conditions set out on this page.
Damaged or incorrect item?
Inspect your parcel as soon as you receive it. If you notice a defect, damage or an error in your order, contact us immediately at support@zenrider.co. We will find a solution quickly.
Non-returnable items
Certain items cannot be returned, in particular made-to-measure products, personalised orders or bulk orders. If you have any questions about a specific item, please do not hesitate to contact us before your purchase.
Exchanges
Would you like a different item? Return your product and, once the return has been approved, place a new order. This is the quickest way to get what you need.
Order cancellation
You can cancel your order at any time before it is dispatched. To do so, contact us as quickly as possible at support@zenrider.co.
Before dispatch: full cancellation and full refund processed without delay.
After dispatch: cancellation is no longer possible. You will need to wait until you receive your parcel, then initiate a return in accordance with our policy above.
We recommend that you contact us within 24 hours of placing your order for any change or cancellation, in order to maximise your chances of cancelling before dispatch.
Please note: any express delivery charges or order supplements are not refunded in the event of cancellation.
Any questions? Our team is available at support@zenrider.co and undertakes to reply to you within 1 working day.