Refund policy

RETURN & REFUND POLICY

Last updated: 02/11/2025

At ZEN-Z NATUREZE PRIVATE LIMITED, customer satisfaction is important to us. We strive to ensure that every order reaches you in good condition. This Return & Refund Policy explains the conditions under which returns, refunds, replacements, or related requests may be accepted for purchases made on https://shopzenz.co/.

By placing an order on our website, you agree to this Return & Refund Policy.

1. COMPANY DETAILS

This website is owned and operated by:

ZEN-Z NATUREZE PRIVATE LIMITED
Building No./Flat No.: Plot No 4
Road/Street: Jaggi Garden
Nearby Landmark: Opp. Ravidass Mandir
City/Town/Village: Ambala
District: Ambala
State: Haryana
PIN Code: 134003

Email: zenzmarketings@gmail.com
Phone: +91 90348 05796

2. GENERAL RETURN ELIGIBILITY

Due to the nature of our products, which may include supplements, nutraceuticals, ingestible wellness products, or other consumable goods, we do not generally accept returns once a product has been delivered, except in specific cases mentioned in this policy.

Returns / replacements / refunds may be considered only if:

the product delivered is damaged in transit
the product delivered is tampered with
the product delivered is expired
the wrong product was delivered
the product is missing from the order
the package is materially defective upon delivery
the return/refund request otherwise qualifies under this policy after our review

All requests are subject to verification, review, and approval by our team.

3. NON-RETURNABLE ITEMS

Unless otherwise required under applicable law, the following products/items shall generally not be eligible for return once delivered:

opened supplement bottles, jars, sachets, pouches, strips, or consumable products
products that have been used, consumed, opened, or partially used
products returned without original packaging, labels, seals, batch details, or proof of purchase
products damaged after delivery due to misuse, mishandling, improper storage, or negligence
products purchased during clearance / special sale / non-returnable promotions, where specifically stated
products returned for personal taste, preference, change of mind, or subjective dissatisfaction not arising from a verified defect
products where the tamper-proof seal, shrink-wrap, cap seal, or protective packaging has been broken by the customer (except where the issue itself is tampering/damage on delivery)

Because many of our products are consumable and hygiene-sensitive, returns for change of mind or opened consumable products are generally not accepted.

4. CASES WHERE YOU SHOULD CONTACT US IMMEDIATELY

Please contact us as soon as possible if:

you receive a damaged product
you receive the wrong item
the package appears tampered with
a product is missing from the shipment
you receive an expired product
the order shows delivered but has not been received by you
there is any other serious issue with the order on arrival

To help us process such requests faster, please share:

your order number
your full name and contact details
clear photos/videos of the outer package
clear photos/videos of the product, label, seal, and issue
unboxing video, if available
a short explanation of the issue

5. TIME LIMIT TO REPORT AN ISSUE

To be eligible for review, you must report the issue to us within 48 hours of delivery of the order, unless a longer period is required by applicable law.

Requests raised after this period may not be eligible for return, replacement, or refund review, especially in the case of consumable or perishable wellness products, unless the issue is clearly verifiable and legally required to be addressed.

6. DAMAGED / TAMPERED / WRONG / DEFECTIVE PRODUCT CLAIMS

If you receive a damaged, tampered, wrong, defective, or expired product, please email us at zenzmarketings@gmail.com with:

order number
description of the issue
photos/videos of the package and product
proof of damage / wrong item / tampering / expiry, as applicable

Once we receive the complaint, our team may:

verify the issue internally
request additional photos/videos/information
arrange a reverse pickup, if required and feasible
offer a replacement, refund, store credit, or other suitable resolution, depending on the case

The final resolution will be determined after review of the complaint and supporting evidence.

7. OPEN BOX / UNBOXING EVIDENCE

For claims relating to:

missing items
wrong item received
empty package
broken seal
leakage
tampering
damaged product

we strongly recommend that you retain and share an unboxing video showing the sealed package being opened from the start.

While we may review requests even without an unboxing video depending on the situation, such evidence can significantly help us verify and resolve the matter faster.

8. RETURN APPROVAL PROCESS

If your return/refund/replacement request is found eligible after review, we may, at our sole discretion:

approve a replacement
approve a refund
issue store credit
request that the item be returned to us
request additional proof before resolution

A return request shall not be deemed approved unless expressly confirmed by us in writing through email, WhatsApp, or another official communication channel.

9. REVERSE PICKUP / RETURN SHIPPING

If a return is approved by us, we may either:

arrange a reverse pickup through our courier/logistics partner, or
ask you to self-ship the item to an address shared by us

Where self-shipping is requested, we may reimburse reasonable return shipping charges only if expressly approved by us in writing and only upon submission of valid shipping proof/receipt, where applicable.

Do not send products back without prior approval from us, as unauthorised returns may not be accepted or processed.

10. REFUND MODE

If a refund is approved, it will generally be processed to the original payment method used at the time of placing the order, unless otherwise agreed by us.

Where the original payment method is unavailable or refund to the original source is not feasible, we may offer an alternative mode of refund, store credit, or another resolution, subject to applicable law and internal policy.

11. REFUND TIMELINE

Once a refund has been approved by us, it is generally initiated within 7–10 business days.

However, the time taken for the amount to reflect in your bank account, card statement, wallet, UPI account, or original payment source may vary depending on:

your bank
payment gateway
card issuer
UPI provider
financial institution processing timelines

We shall not be responsible for delays caused by third-party payment processors after the refund has been initiated from our end.

12. CANCELLATION OF ORDERS

Orders may be cancelled only before they are processed or shipped, subject to operational feasibility.

If you wish to cancel an order, please contact us as soon as possible at:

Email: zenzmarketings@gmail.com
Phone: +91 90348 05796

Once an order has been packed, processed, dispatched, or shipped, cancellation may not be possible.

If a prepaid order is successfully cancelled before shipment, the eligible refund amount will be processed to the original payment source in accordance with our refund timelines.

13. FAILED DELIVERY / REFUSED ORDERS / RETURN TO ORIGIN (RTO)

If an order is returned to us due to reasons such as:

incorrect or incomplete address
failed delivery attempts
recipient unavailable
refusal to accept delivery
inability to contact the customer
delivery not accepted from courier partner

then the matter will be reviewed by us on a case-by-case basis.

In such cases, we reserve the right to deduct:

forward shipping charges
reverse shipping charges
payment gateway charges (where non-refundable)
other handling charges, where applicable and legally permissible

before processing any eligible refund, if approved.

14. REFUNDS MAY BE REFUSED IN CASE OF ABUSE / FRAUD / MISUSE

We reserve the right to reject return, refund, replacement, or cancellation requests if we reasonably suspect:

fraudulent claims
abuse of refund/return policies
repeated false complaints
deliberate product damage
tampering after delivery
misuse of products contrary to usage instructions
chargeback abuse or payment fraud

We may also take appropriate legal or platform action in such cases.

15. LIMITATION REGARDING PRODUCT EXPECTATIONS

As many of our products may be wellness or supplement products, please note:

individual results may vary from person to person
no refund or return shall automatically arise solely because a product did not meet subjective personal expectations, taste preferences, or perceived results
customers are advised to read the ingredient list, usage directions, warnings, and product information carefully before purchase and use

This does not affect your legal rights in case of verified damage, wrong product, expiry, or other legitimate order issues covered under this policy or applicable law.

16. CONTACT FOR RETURNS / REFUNDS / ORDER ISSUES

If you need help with a return, refund, replacement, or order issue, please contact us at:

Email: zenzmarketings@gmail.com
Phone: +91 90348 05796

Please include your order number in all communications for faster support.

17. CHANGES TO THIS POLICY

We reserve the right to update, amend, or replace this Return & Refund Policy at any time without prior notice. Changes will become effective immediately upon posting on the website unless otherwise stated.

Customers are encouraged to review this page periodically before making a purchase.