Refund policy

RETURN POLICY

Hassle-Free Return Policy

We want to make sure you’re completely happy with your purchase. If there’s anything we can do to improve your experience, please contact us at zen@thezencousa.com

Products are only eligible for return if unopened, unused, and in original packaging. Proof of purchase from Zenco USA is required, and sender is responsible for shipping.

We will issue a refund if the request is sent within 30 days of receiving the product. There may be processing time from the bank which could take several business days until your refund is received.

Non-returnable item(s):
Gift cards

Quick Exchanges

If you encounter a damaged or defective unit, Zenco HQ will kindly replace it within 2 days of receipt. Contact support@thezencom.com to start the process.

THERE ARE CERTAIN SITUATIONS WHERE ONLY PARTIAL REFUNDS ARE GRANTED:

1. Any item not in its original condition, is damaged, used or missing parts for reasons not due to our error.
2. The Item smells like it was used.
3. Any item that is returned more than 30 days after delivery are dealt with on a case-by-case basis. Please submit in writing to: support@thezenco.com

Complimentary Repair Service

Please contact us if your device is no longer functioning due to a suspected component failure. We offer complimentary repair. We are unable to repair cosmetic components at this time.

Return Shipments

Consider purchasing a tracking number and/or shipping insurance to ensure your package arrives. If we don’t receive the package, we aren't able to process a refund or exchange. The Zenco USA is not responsible for lost or stolen packages.

Timely Refunds

Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.

If approved, the money will be refunded to your original method of payment within two weeks. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up in your bank statement.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Sometimes it takes up to 7 business days.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at zen@thezencousa.com, we’d be happy to help.

Sale Items

Only regular-priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you, we will send a refund to the gift giver, and they will find out about your return.

Insurance