Refund policy

 

Return & Refund Policy — ZenZone

Last updated: 13.11.2025

1. RIGHT TO CANCEL (CHANGE OF MIND)

You have the right to cancel your purchase within 14 days of receiving your order, without giving any reason (in accordance with EU and UK consumer protection laws).

To be eligible for a refund, the item must be:

  • Unused, unworn, and in the same condition that you received it

  • In its original packaging

  • Include the receipt or proof of purchase

Customers are responsible for the return shipping costs for change-of-mind cancellations.

Once we receive and inspect the returned item, a refund will be issued to your original payment method within 5–10 business days. Please note that it may take additional time for your bank or card issuer to process and post the refund.

Important: Items sent back without first requesting a return authorization will not be accepted.

2. FAULTY OR DAMAGED ITEMS

If your item arrives damaged, defective, or not as described, please contact us within 7 days of delivery at zenzonelight@gmail.com, including clear photos or a short video showing the issue.

We will offer either a replacement or a full refund, at no cost to you.

Please inspect your order upon arrival and notify us immediately if the item is defective, damaged, or incorrect so that we can resolve the issue promptly.

3. RETURN PROCESS

  1. Contact us: Email zenzonelight@gmail.com to request a Return Authorization (RA). Please include your order number, reason for return, and photos if applicable.

  2. Approval: Once your return is approved, we’ll provide the return address and instructions.

  3. Return timeline: The product must be sent back within 14 days of approval. We recommend using tracked shipping, as the parcel remains your responsibility until delivered.

4. EXCLUSIONS & NON-RETURNABLE ITEMS

We cannot accept returns for items that:

  • Have been used, damaged, or altered after delivery

  • Are missing original packaging or proof of purchase

  • Are custom or personalized products

  • Are perishable goods (e.g. food, flowers, or plants)

  • Are personal care items (e.g. beauty or hygiene products)

  • Contain hazardous materials, flammable liquids, or gases

  • Are gift cards

  • Are sale or clearance items marked as non-returnable

If you’re unsure whether your item qualifies, please contact us at zenzonelight@gmail.com before purchasing or returning.

5. EXCHANGES

The fastest way to ensure you receive the item you want is to return the original (after approval) and place a new order.

If the item is faulty or damaged, we can arrange a free replacement instead of a refund.

6. REFUNDS TIMELINE

  • Once your return is received and inspected, we’ll notify you by email to confirm whether the refund has been approved.

  • If approved, the refund will be issued to your original payment method within 5–10 business days.

  • If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at zenzonelight@gmail.com.

7. CUSTOMER SATISFACTION GUARANTEE

All ZenZone products are protected by our Customer Satisfaction Guarantee.
If a product arrives damaged or does not perform as expected, we will ensure it is replaced or refunded promptly, providing a smooth and reliable shopping experience.