Updated: 29 September 2026. This policy applies to purchases from Zenless Zone Zero Toys at zenlesszonezero.toys. Mandatory consumer rights take priority over the voluntary cancellation and return rules below.
Cancellation before shipment
Email support@zenlesszonezero.toys with your order number as soon as you wish to cancel. We will check whether dispatch has occurred and confirm the cancellation and refund calculation by email.
For a voluntary cancellation before shipment outside any mandatory cancellation or withdrawal right, we may deduct only the actual, non-recoverable payment-provider cost, typically 5%–8%. We will disclose the exact amount before processing the cancellation. This is not a fixed 8% charge, and no such deduction applies where prohibited by law.
Preorder deposits, full payments and shipping
A preorder deposit is non-refundable for a customer-requested cancellation except where mandatory law requires otherwise. A fully paid preorder may be cancelled before shipment under the cancellation rules above. If an order is cancelled before dispatch, any separately identifiable prepaid shipping charge will be refunded. A preorder is not treated as personalised or custom-made merely because it has not yet been released.
If we cancel an order or cannot supply the purchased item, we will refund payments for the unfulfilled item and its unused shipping charge. The voluntary-cancellation deduction and non-refundable-deposit rule do not apply to that situation.
After shipment
We do not offer voluntary change-of-mind returns after dispatch, except where applicable law requires them. This does not restrict remedies for faulty, damaged, incorrect or materially misdescribed goods, non-delivery, or other rights that cannot lawfully be excluded.
For an eligible EU/EEA or UK distance purchase, statutory withdrawal rights generally allow you to notify us within 14 days after delivery. Where that right applies, the legally required refund includes the standard outbound delivery cost; no cancellation or payment-processing deduction applies. Return costs and any lawful deduction for diminished value are handled under the applicable rules. Contact us for return instructions, and follow the applicable legal return deadline.
Damaged, faulty or incorrect items
Contact us promptly with your order number, a description of the problem and, where available, photographs of the item, packaging and shipping label. Keep the packaging while we review the issue. We will arrange the appropriate repair, replacement or refund required for the case and by applicable law. Reporting promptly helps us investigate, but does not shorten a statutory claim period.
Return instructions and refunds
Contact support before sending a parcel so we can provide case-specific return instructions. Do not send returns to the business contact address unless support has provided written authorization for that case. This process does not limit your right to give a valid statutory cancellation notice.
We issue approved refunds to the original payment method within the period required by applicable law. Your bank or payment provider may take additional time to post the credit. If a refund is missing, contact us with the order number so we can check its status.
Contact
Zenless Zone Zero Toys Business contact address: 3646 Glendale Avenue, Los Angeles, California 90071, United States Email: support@zenlesszonezero.toys
