Return / Refund Policy

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. 

Please provide your order number as well as the reason for your return. 
Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from https://zensitize.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be unused, in the same condition that we sent it to you. Stains or scratches will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, items bought on sale and damaged products through customer mishandling.

Returns made without receipt may be refused. Zensitize reserves the right to deny any return.


SHIPPING & DELIVERY
The delivery times vary depending on where your order must be shipped too, and where your order is shipped from. Due to factors that commonly affect international shipments, such as weather delays, holidays and customs inspections, we are unable to guarantee shipping times. These are only estimates. Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

Delays in transit are the sole responsibility of the shipping service, unless the delays are caused by the customer (wrong or incomplete delivery address). 

*All shipping times are estimates, no guarantees.

**Please double check your delivery address before placing your order. We cannot be held responsible if you do not receive your order because we were given the wrong delivery address. 

*Due to the COVID-19 Pandemic, some orders might be delayed during transit. Thank you for your understanding! 

 

Please note that orders may be subject to import taxes, customs duties, and fees levied by your country’s customs department upon arrival. The recipient of the order is the importer of record and is responsible for all import fees, as well as complying with all laws and regulations of the destination country. Zensitize does not collect duties and taxes and cannot provide any information on the cost of duty and taxes. Customs policies differ from country to country, if you have any questions, please contact your local customs office for more information.


**If an order did not arrive at the customer's delivery address within 90 days after the order was placed, the customer is eligible for a refund. A customer is not eligible for a refund if they have given us the wrong delivery address.


WHAT IF THE ITEM(S) I RECEIVED ARE INCORRECT/DAMAGED?
Please contact us as soon as possible via contact@zensitize.com

Please include the following information:

* Order number
* Proof of purchase
* Video or photo of the faulty product (if applicable)
* Complete delivery address
* Contact telephone number

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees. 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

We cannot be held responsible if a parcel gets lost in transit.


HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.

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