Refunds policy

1. General Policy

  • We accept returns and refunds for eligible products within a specified timeframe.
  • Items must be returned in their original condition—unused, unwashed, and in their original packaging with tags, labels, and accessories intact.
  • Proof of purchase (order number, invoice, or receipt) is required for all refund or return requests.
  • Certain categories of items are non-returnable due to hygiene, safety, or customization reasons. These are outlined below.

2. Eligibility for Returns

To qualify for a return:

  • The request must be initiated within 7–14 days (depending on product type) of receiving the order.
  • The item must be in the same condition as delivered.
  • Products damaged due to misuse, neglect, or improper handling are not eligible.
  • Products marked as “final sale” or “non-returnable” are excluded.

3. Non-Returnable and Non-Refundable Items

The following items cannot be returned or refunded:

  • Perishable goods (groceries, fresh food, beverages).
  • Personal care, hygiene, or grooming products (such as cosmetics, skincare, and haircare) once opened.
  • Intimate apparel and undergarments.
  • Customized or personalized items.
  • Digital products, downloadable content, or gift cards.
  • Clearance or final sale items.

4. Damaged or Defective Products

We take great care in packaging and shipping products. However, if you receive a defective, damaged, or incorrect item:

  • Contact our customer support within 48 hours of receiving the product.
  • Provide clear photos or videos showing the damage or issue.
  • We may offer a replacement, store credit, or full refund depending on the situation.
  • Shipping costs for defective or wrong items will be covered by ZenShopper.

5. Refund Process

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 7–10 business days.
  • Refunds will be credited to your original payment method (credit card, debit card, wallet, or other).
  • Please note that processing time may vary depending on your bank or payment provider.

6. Partial Refunds

Partial refunds may be granted if:

  • An item is returned late but within a reasonable grace period.
  • An item shows signs of use but is still in good condition.
  • Only part of an order is returned.

7. Exchanges

  • Exchanges are available for eligible items if the product is in stock.
  • If the requested replacement is unavailable, you may choose a refund or store credit.
  • Customers are responsible for return shipping costs unless the exchange is due to an error on our part.

8. Return Shipping

  • Customers are responsible for return shipping costs unless the product is defective, incorrect, or damaged.
  • We recommend using a trackable shipping service or purchasing shipping insurance, as ZenShopper cannot guarantee receipt of returned items without proof of delivery.
  • Return shipping instructions will be provided once your return request is approved.

9. Cancellations

  • Orders can be cancelled within 24 hours of placement if they have not yet been processed or shipped.
  • If an order has already been shipped, it cannot be cancelled. In this case, you must follow the standard return process once the item is delivered.

10. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account or payment method again.
  2. Contact your bank or payment provider—refunds may take extra time to process.
  3. If you’ve done all of this and still have not received your refund within 14 business days, contact us at support@zenshopper.com.
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