openzone Store Return & Refund Policy

Return Window

At openzone Store, we want you to feel confident about every purchase. You may request a return within 30 days of the delivery date. To qualify, returned items must be unused, unopened, and in their original resalable condition, with all original product tags (where applicable) still attached and the original packaging fully intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return even outside the standard return window.

Non-returnable items:

• Final sale items (clearly marked as final sale at checkout)
• Opened or partially used personal care, hygiene, and intimate apparel items
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gifts, and physical gift cards
• Items damaged due to customer misuse, improper storage, or failure to follow product handling instructions
• Items returned after the 30-day return window without prior written approval from openzone Store support

How to Initiate a Return

1. Send an email to our support team at service@openzone.shop including your full order number, the specific item(s) you wish to return, and a brief explanation of your reason for returning. If your return involves damage or a defect, please include clear photographs of the affected items and their packaging with your initial request.
2. Our team will review your submission and provide you with a valid Return Merchandise Authorization (RMA) number within one business day, together with return shipping instructions where applicable.
3. Carefully pack the item(s) you are returning so they are protected during transit, and write the assigned RMA number clearly and legibly on the outside of the shipping package. Please do not write on or affix anything directly to the original product packaging.
4. Send the package to the return address listed in your RMA confirmation email using a shipping method that provides tracking.

Returns received without a valid, active RMA number may be declined upon arrival or may encounter substantial processing delays. openzone Store cannot be held responsible for return packages that are lost or stolen when sent without a valid RMA.

Refund Processing

Once openzone Store receives and inspects your returned item, approved refunds are issued to your original payment method within 3–5 business days. For approved damage or defect claims where valid photo proof was provided upfront, refunds are issued within 1–2 business days of claim approval. Please allow an additional 5–10 business days for the refunded amount to appear on your bank or card statement, as timing depends on your financial institution's processing schedules.

Original shipping charges are not refundable unless the return results from an error on our part (for example, we sent an incorrect or damaged item). All refunds are issued directly by openzone Store to the original payment method used at checkout; store credit will be provided only when the customer explicitly requests it at the time of return.

Damaged or Incorrect Items

If your order arrives damaged, contains incorrect items, or does not match its description, please contact us within 7 days of delivery with clear photos of the issue, your order number, and details of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you, and we will cover all return shipping fees associated with sending back the affected item.

Return Shipping Costs

Customers are responsible for all standard return shipping costs, unless the item being returned is defective, damaged in transit, or the issue results from an error made by openzone Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction from your total refund amount. For all returns caused by openzone Store error (incorrect items, shipping damage, or items defective on arrival), we cover 100% of return shipping costs with no deductions from your refund.