Refund Policy
RETURN POLICY
Our Philosophy
At ZHANNAONA, we want you to enjoy a calm and worry-free shopping experience.
We believe that every garment deserves to be discovered at your own pace, tried on in the comfort of your home and chosen only if it truly feels like part of you. If, in the end, it is not what you expected, you may request a return easily and transparently within the period established in this policy.
Our goal is to provide a personal, honest and trustworthy experience before, during and after every purchase.
Return Period
You have 14 calendar days from the date you receive your order to request a return.
To exercise this right, your request must be submitted within this period through our returns portal or by contacting our Customer Service team.
Once your return request has been submitted, you will have an additional 14 calendar days to send the item back to us.
Return Conditions
To be eligible for a return, the garment must be returned in the same condition in which it was received.
The garment must be:
- Unused, except for the handling reasonably necessary to check its size, fit and characteristics.
- Clean and free from odours.
- Free from make-up, perfume, deodorant or any other stains.
- Unwashed, unaltered or modified.
- Returned with all original tags attached.
- Returned with all accessories and components originally included.
Once we receive your return, our team will carefully inspect the garment before approving the refund.
In accordance with European legislation, the customer shall be responsible for any reduction in the value of the garment resulting from handling beyond what is necessary to establish its nature, characteristics and fit.
Free Returns
Returns are free of charge for orders delivered to Spain, Andorra and all countries within the European Union.
Once your return request has been approved, you will receive the necessary instructions to complete the return shipment.
Orders Delivered Outside the European Union
For orders delivered outside the European Union, the customer is responsible for the cost of returning the item, as well as any transportation costs, customs duties, taxes or other charges arising from the return.
These costs will not be reimbursed by ZHANNAONA.
Return Inspection
All returned items are carefully inspected by our team upon arrival.
If the garment complies with the conditions described in this policy, we will approve the refund.
If the garment shows clear signs of use, damage, alterations, washing, stains, odours, missing tags or missing original accessories, we may apply a proportional reduction to the refund where there is a demonstrable loss in value, in accordance with applicable legislation.
Refunds
Once the return has been approved, the refund will be issued using the same payment method used for the original purchase.
Refunds are processed after the returned garment has been received and inspected.
Depending on your bank or payment provider, it may take a few additional business days for the refund to appear in your account.
Items Excluded from Returns
The following items cannot be returned:
- Made-to-measure garments.
- Personalised garments.
- Products altered or customised at the customer's request.
- Underwear, swimwear and other intimate items that have been unsealed, used or whose original hygiene seal or protective strip has been removed, for health and hygiene reasons.
These exclusions do not affect your statutory rights where a manufacturing defect or shipping error exists.
Faulty or Incorrect Orders
If you receive a faulty product, an item damaged during transport or an item different from the one ordered, please contact us as soon as possible.
Our team will carefully assess each case and provide the most appropriate solution, which may include replacement, repair where applicable or a full refund.
Size Exchanges
If you simply need a different size, we recommend contacting us before requesting a return.
Subject to availability, we will do our best to arrange a size exchange as quickly and smoothly as possible.
Contact
If you wish to request a return or have any questions regarding your order, you can contact us by email.
Return Address
ZHANNAONA S.L.
Carrer dels Banys Vells, 11, Local Derecha
08003 Barcelona
Spain
Please do not send any item before requesting a return, as this may delay the processing of your request.
Last updated: 27 July 2026