Welcome to Zen Dens Center. We want you to feel confident when you order from us. This Refund & Returns Policy explains when and how refunds, replacements and returns are available across our different product categories.
By purchasing from Zen Dens Center, you agree to the terms below. We recommend reading this policy carefully before completing your order.
1.ELIGIBILITY FOR REFUNDS AND RETURNS
1.1 Defective or Damaged Products
If you receive a product that is defective, damaged in transit, or not as described, please contact us within 30 days of delivery.
To help us assess the issue, we ask for:
– Your order number
– A clear description of the problem
– Clear photos and/or a short video showing the defect or damage
Once the issue is confirmed, you can choose (subject to local consumer law and product type) between:
– A replacement of the same item (where available)
– A suitable alternative item (with any price difference adjusted)
– A full or partial refund to your original payment method
This applies to:
– Wall art and decor
– Homewares and textiles
– Appliances, smart devices and other electronics
1.2 Non-Delivery
If your product has not arrived within the expected delivery window, please contact us within 30 days of the latest estimated delivery date.
We will:
– Investigate with our delivery partners
– Attempt to locate or trace the parcel
– Confirm whether it has been lost or misdirected
Once non-delivery is confirmed, you may choose either:
– A full refund
– A replacement shipment (where stock and shipping constraints allow)
2. CHANGE-OF-MIND RETURNS
2.1 General Conditions
If you wish to return a product for reasons other than defects or non-delivery (for example, you changed your mind or ordered the wrong size), the following conditions apply unless required otherwise by local law:
– You must initiate the return within 30 days of the delivery date
– The product must be unused and in “as new” condition
– All original packaging, tags and accessories must be included
– You are generally responsible for return shipping costs, unless we have agreed otherwise or the return relates to a fault
2.2 Wall Art & Decor
For most wall art and decor, change-of-mind returns are accepted within 30 days, provided the item is unused, carefully repackaged and arrives back to us in resaleable condition.
Because our prints and many decor pieces are made-to-order, we kindly ask that you choose carefully. We reserve the right to apply a small restocking fee where significant damage to packaging or product is evident on return, unless prohibited by local law.
2.3 Homewares and Textiles
Most non-electrical homewares and textiles (such as cushions, organisers and similar items) can be returned for change-of-mind within 30 days, provided they are unused and in original packaging.
2.4 Appliances, Smart Devices and Electronics
For safety and hygiene reasons, appliances, smart devices and other electrical products are generally only eligible for change-of-mind return if they are:
– Unused
– Unopened
– In original, undamaged packaging with all accessories
Once these products have been used or installed, returns are usually limited to cases covered by consumer law or manufacturer warranty (for example, in the event of a fault, defect or misdescription). We do not resell used appliances or devices as new.
Please check the product page and your order confirmation carefully before purchasing appliances and smart devices.
3. CUSTOM, PERSONALISED AND MADE-TO-ORDER PRODUCTS
3.1 Custom and Personalised Items
Custom or personalised products (for example, prints with custom text, sizes or colour variations created specifically for you) are only eligible for return or refund if:
– They are defective
– They do not match the specifications of your order
– They are covered under your local consumer law for another reason (such as misdescription)
Change-of-mind returns are not usually available for custom or personalised items.
3.2 Made-to-Order Wall Art
Most of our wall art is produced on demand to reduce waste. While we do allow change-of-mind returns for many made-to-order pieces as explained above, we ask that customers review sizing and style guidance before purchasing. This helps us keep our environmental footprint lower and maintain fair pricing.
4. SALE AND PROMOTIONAL ITEMS
Items purchased on sale or during special promotions may be final sale. Where an item is marked “final sale” or “no returns except for faults,” it is not eligible for change-of-mind returns or refunds unless it is defective, damaged or otherwise covered by consumer law.
If a sale or promotional item is faulty, damaged or not as described, the same rights and processes apply as for full-priced items.
5. RETURN PROCESS AND REFUND TIMING
5.1 Starting a Return
To start a return or to notify us about a problem with your order, please contact our customer service team at:
Include:
– Your full name
– Order number
– Product(s) you want to return or are having an issue with
– Reason for the return or description of the issue
– Photos or video where relevant
5.2 Return Shipping
We will inform you whether:
– A prepaid shipping label will be provided (for eligible faulty or mis-shipped items), or
– You are responsible for arranging and paying for return shipping (typically for change-of-mind returns)
We recommend using a tracked shipping service for returns. Zen Dens Center is not responsible for returns lost in transit where tracking is not used, unless otherwise required under local law.
5.3 Inspection and Approval
Once we receive your returned item, we will inspect it within a reasonable period. We will then notify you by email whether your refund or replacement has been approved.
5.4 Refund Method and Timing
Approved refunds will generally be issued to your original method of payment unless we agree on an alternative.
Processing times may vary depending on your bank or payment provider, but refunds are typically processed by us within a set number of business days after approval. Please allow additional time for your financial institution to complete the transaction.
6. WARRANTIES AND CONSUMER LAW
6.1 Manufacturer Warranties
Many appliances, electronics and smart devices come with a manufacturer warranty covering defects in materials or workmanship for a specified period. Details can be found on the product page, packaging or enclosed documentation.
In many cases, you may be able to work directly with the manufacturer or with our assistance. If you are unsure, contact us and we will advise on the best next step.
6.2 Consumer Law Rights
Nothing in this policy is intended to limit any statutory rights you may have under applicable consumer protection laws. Where those rights provide additional remedies, they will apply alongside this policy.
7. PROOF OF PURCHASE
A valid proof of purchase is required for all refund, replacement and return requests. This may include:
– Your order confirmation email
– The order number and date of purchase
– Relevant communications you have had with our customer service team
8. MODIFICATION OF THIS POLICY
Zen Dens Center may update or modify this Refund & Returns Policy from time to time to reflect changes in our product range, logistics, legal requirements or business practices.
Any changes will take effect from the date the updated policy is posted on our website. The version in force at the time of your purchase will generally apply to that transaction, except where local law requires otherwise.
9. CONTACT INFORMATION
If you have any questions about this policy or need help with a specific order, please contact:
Customer Service – Zen Dens Center
Email: support@zendenscenter.com
We’re here to help you create a mindful home with confidence, and we’ll always do our best to resolve any issues fairly and promptly.
