Shipping Policy
Order Processing
All orders are processed within 1–2 business days after payment confirmation. Once your order has been shipped, you will receive an email with your tracking number(s) and a link to track your delivery in real time.
Multi-Warehouse and Partner Fulfillment
To ensure the best availability and fastest delivery times, ZenZone works with several trusted partner warehouses and suppliers.
This means that if you order more than one item (for example, different ZenFireplace™ editions), your products may arrive in separate packages and possibly on different days.
Each parcel will have its own tracking number so you can follow every shipment easily.
Even if your items arrive separately, you have been charged only once at checkout, and all shipments are covered under our customer guarantee.
Shipping Times
Average delivery time within the UK:
3–7 business days
EU orders: 5–10 business days
International orders: 7–15 business days
(These are estimated times; actual delivery may vary depending on carrier and location.)
Our Promise
Your order is always protected by the ZenZone Guarantee — if any part of your order does not arrive or arrives damaged, we will resolve it promptly with a replacement or refund.
For any shipping-related questions, please contact us at zenzonelight@gmail.com.
Return & Refund Policy
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
- Contact us: Email zenzonelight@gmail.com to request a Return Authorization (RA). Please include your order number, reason for return, and photos if applicable.
- Approval: Once your return is approved, we’ll provide the return address and instructions.
- 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.
