Refund, Return & Cancellation Policy

Zendu International
Website: https://zendu.store
Effective Date: 14 October 2026
Last Updated: 14 October 2026

1. Our Commitment to Customers

At Zendu International, we want every customer to enjoy a smooth, safe, and satisfactory online shopping experience.

As an e-commerce business that works with third-party suppliers and fulfilment partners, some of our products may be shipped directly from suppliers or warehouses located in different countries. This enables us to offer a wider selection of products to customers across Africa and other international markets.

We understand that issues may occasionally arise with orders, including damaged products, incorrect items, delivery problems, or circumstances in which a customer wishes to return a purchase.

This Refund, Return & Cancellation Policy explains how we handle such situations fairly and transparently.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under the laws applicable to your purchase.

2. Eligibility for Refunds and Returns

Depending on the circumstances and applicable law, a customer may qualify for a refund, replacement, exchange, repair, or another appropriate remedy in the following situations.

2.1 Damaged or Defective Products

If a product arrives damaged, defective, unsafe, or not functioning as reasonably expected, please contact us within 7 calendar days of delivery, where practicable.

Please provide:

• Your order number.

• A description of the problem.

• Clear photographs or a short video showing the defect or damage, where reasonably available.

• Any relevant packaging or shipping-label photographs, if available.

We will review the claim and advise you on the next steps. Depending on the circumstances, we may offer a replacement, repair, refund, or another legally required remedy.

The reporting period above helps us investigate claims promptly and does not remove any longer rights or remedies available under applicable law.

2.2 Incorrect Products

If you receive a product different from the item you ordered, please contact us within 7 calendar days of delivery, where practicable.

After verifying the issue, we will work with the relevant fulfilment partner to arrange an appropriate remedy, such as a replacement or refund.

Customers will not be required to bear return costs for an incorrect item where Zendu International is responsible for the error, subject to applicable law.

2.3 Missing Items or Incomplete Orders

If an order arrives with missing products, accessories, or components that were included in the purchase description, please contact us with your order number and supporting details.

We will investigate the issue and determine the appropriate solution, which may include shipping the missing item, replacing the affected product, or issuing a partial or full refund where appropriate.

2.4 Product Not as Described

If a product materially differs from its description, advertised specifications, or the agreed order, please contact us with details of the discrepancy.

We will assess the claim and provide an appropriate remedy in accordance with this policy and applicable consumer protection laws.

Minor variations in colour, appearance, or packaging may occur because of display settings or supplier packaging changes. However, this does not excuse material differences in a product’s advertised characteristics or specifications.

3. Change-of-Mind Returns

We understand that a customer may sometimes change their mind after placing an order or receiving a product.

Where permitted by applicable law, we may accept change-of-mind return requests if:

• The request is made within 14 calendar days of delivery, unless a different period applies under local law.

• The product is unused, in resalable condition, and returned with its original packaging, accessories, and labels where applicable.

• The product is eligible for return under the conditions disclosed before purchase.

• The return is approved and the customer follows the return instructions provided by our support team.

Change-of-mind returns may not be available for certain products where legally permitted, such as personalised or custom-made items, perishable goods, hygiene-sensitive products after unsealing, or other categories lawfully excluded from return rights.

Important: The exclusions above do not apply where the law provides a right to return or cancel notwithstanding those circumstances. For example, a defective product will not be treated as a non-refundable change-of-mind return simply because its category is ordinarily excluded.

Where a change-of-mind return is accepted, the customer may be responsible for reasonable return shipping costs if permitted by law and disclosed in advance. Any refund of original shipping charges will be handled in accordance with applicable law.

4. Order Cancellation

4.1 Before Shipment

If you wish to cancel an order, contact us as soon as possible and provide your order number.

We will attempt to stop the order before it is processed or dispatched to the supplier. If the order has not been processed or shipped and cancellation is accepted, we will arrange a refund of the amount payable under applicable law.

Because some orders are transmitted to suppliers shortly after payment, we cannot guarantee that every cancellation request made after checkout can be accommodated.

4.2 After Shipment

Once an order has been dispatched, cancellation may no longer be possible.

In such cases, you may request a return after delivery, subject to the applicable return conditions and legal rights.

We will not use supplier dispatch or fulfilment arrangements to avoid a cancellation or refund obligation imposed by applicable law.

4.3 Orders That Cannot Be Fulfilled

If Zendu International or its fulfilment partners cannot fulfil an accepted order, we will notify the customer and arrange a refund or another solution agreed with the customer, as required by applicable law.

5. Delayed, Lost, or Undelivered Orders

Delivery estimates are provided in good faith and may vary depending on the destination, shipping method, customs procedures, supplier processing, and local delivery conditions.

If your order has not arrived within the estimated delivery period, please contact us with your order number.

We will investigate the shipment with the relevant supplier or shipping provider and provide an update.

If an order is confirmed lost, cannot reasonably be delivered, or remains undelivered in circumstances that entitle the customer to a refund under applicable law, we will arrange an appropriate remedy.

Customers will not be required to wait indefinitely for a shipment or resolve a supplier’s internal fulfilment dispute themselves.

Where delivery is delayed, we will communicate material updates as reasonably practicable and comply with applicable cancellation and refund requirements.

6. Products That May Require Special Handling

Certain products, including electronics, appliances, solar inverters, batteries, power stations, and other electrical equipment, may require specific inspection or return arrangements.

For such products, we may request reasonable evidence of the reported issue and may provide instructions concerning safe packaging, technical checks, or authorised return procedures.

Customers should not ship damaged lithium batteries, hazardous items, or other products subject to transport restrictions without appropriate instructions.

Where a product is defective, unsafe, or materially not as described, any special handling requirements will be applied consistently with the customer’s rights under applicable law.

7. How to Request a Refund or Return

To request a refund, return, cancellation, or replacement, follow these steps:

Step 1: Contact our support team.

Email us using the contact details listed at the end of this policy. Include “Refund Request,” “Return Request,” or “Order Cancellation” in the subject line.

Step 2: Provide your order information.

Include:

• Full name used for the order.

• Order number.

• Email address used at checkout.

• Product name and quantity.

• Reason for the request.

• Supporting photographs or video, where relevant and reasonably available.

Step 3: Wait for instructions.

Our team will review your request and explain the next steps. If a return is appropriate, we will provide the applicable return address and shipping instructions.

Step 4: Return the product if required.

Do not send a product to a supplier, warehouse, or other address without receiving the appropriate instructions from us, unless applicable law provides otherwise.

Step 5: Receive the decision.

We will notify you of the outcome and, where a refund is approved or legally required, explain the refund process.

A request will not be rejected solely because a customer cannot provide a photograph or video where such evidence is unavailable or unreasonable to obtain.

8. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return and the applicable law.

• Damaged, defective, or incorrect products: Zendu International will arrange or cover reasonable return costs where we are responsible and where required by law.

• Change-of-mind returns: The customer may be responsible for return shipping where permitted by law and disclosed in advance.

• Lost or undelivered orders: Return shipping should not be necessary if the goods were never delivered. Any remedy will be handled according to the circumstances and applicable law.

Because our products may be fulfilled internationally, return destinations can differ by product and supplier. We will provide the relevant return instructions before a return is arranged.

Customers should contact us before incurring substantial return shipping costs.

9. Refund Methods and Processing Times

Approved refunds will normally be issued to the original payment method used for the transaction, where supported by the payment provider.

Where the original payment method is unavailable, we will contact the customer to arrange an appropriate alternative permitted by law and agreed with the customer.

Once a refund is authorised, we aim to submit it for processing within 5–10 business days, subject to any shorter deadline required by applicable law.

The time it takes for the money to appear in the customer’s account may depend on the payment provider, card issuer, bank, or other financial institution.

For international orders, the amount ultimately credited may be affected by exchange-rate movements or conversion charges imposed by financial institutions. Any such adjustments will be handled in accordance with applicable law and the terms disclosed at checkout.

We will not treat a refund as completed merely because a supplier has agreed to reimburse Zendu International. Our responsibility to the customer will be handled separately from any recovery process with a supplier.

10. Partial Refunds and Replacements

Where only part of an order is affected, we may provide a partial refund, replacement of the affected item, or another appropriate remedy, subject to the customer’s agreement where required and applicable law.

A partial refund may be appropriate where a customer retains an item with a minor, agreed issue and a price adjustment is acceptable to the customer.

Where a product must be returned or replaced under applicable law, we will not substitute store credit or another remedy for a legally required refund without the customer’s agreement where such agreement is required.

11. Non-Returnable or Restricted Items

Certain products may be excluded from voluntary change-of-mind returns where permitted by law. Examples may include:

• Personalised or custom-made products.

• Perishable products.

• Hygiene-sensitive products that have been unsealed after delivery, where legally excluded.

• Products that have been materially altered, damaged through misuse, or modified by the customer after delivery.

• Digital products or other specially regulated categories, where a lawful exception applies.

These exclusions do not remove any rights relating to defective, unsafe, incorrect, or materially misdescribed products where the law provides a remedy.

Product-specific return restrictions will be disclosed before purchase where required.

12. Customs Duties and Import Charges

Some products may be shipped from outside the customer’s country of residence. Depending on the destination and delivery arrangement, customs duties, import taxes, brokerage fees, or other charges may apply.

Where such charges are not included in the checkout price, customers will be informed of this possibility as clearly as reasonably practicable before completing the purchase.

Refunds of customs duties, import taxes, or other government charges may be subject to the rules of the relevant authority. We cannot guarantee reimbursement of charges collected directly by customs authorities or third parties, but we will provide reasonable assistance where appropriate.

Nothing in this section limits a customer’s rights where applicable law requires a refund of such charges or related amounts.

13. Fraud Prevention and Abuse

Zendu International reserves the right to investigate suspected fraudulent, abusive, or materially inconsistent refund claims.

We may request reasonable supporting information to verify a claim, protect customers, and prevent fraud.

However, legitimate refund or return requests will be assessed fairly, and this section will not be used to deny remedies required by law.

14. Consumer Rights and Applicable Law

This policy is intended to operate consistently with applicable consumer protection laws, including the Federal Competition and Consumer Protection Act 2018 in Nigeria and other relevant laws in countries where we sell products.

Customers in certain jurisdictions may have additional rights, including mandatory cancellation periods, return rights, or specific refund deadlines.

Where the law grants a customer a right or remedy more favourable than this policy, the applicable legal requirement will prevail.

15. Contact Information

For refund, return, cancellation, replacement, or order-related enquiries, please contact:

Business Name: Zendu International
Parent Business: Industrial TX Limited
Website: https://zendu.store
Customer Support Email: [email protected]
Business Address: No. 77 Allen Avenue, Ikeja, Lagos
WhatsApp: +2348059666431

Please include your order number in all order-related communications so that we can assist you efficiently.

Zendu International
Bringing Quality and Convenience Closer to You.