Refund policy

Return & Refund Policy

ZEN GEM Return & Refund Policy

Return Process:

1.Initiate Your Return:

Contact Support: Email support@ZEN GEM.com with your order number, reason for return, photos of the item (if damaged), and proof of purchase.

2.Review & Instructions:

Response Time: Our team will review your request within 1–3 business days.

Return Details: If approved, you'll receive an email with the return address, Return Merchandise Authorization (RMA) number, and any necessary shipping labels.

3.Ship Back the Item:

Packaging: Use the original packaging and include your order information.

Shipping Costs: Customers are responsible for return shipping fees unless the return is due to a quality issue.

Tracking: Retain your shipping receipt for tracking purposes.

Refund Process:

1.Inspection: Once we receive and inspect your returned item (within 5 business days), a refund will be issued to your original payment method.

2.Processing Time: Refund processing times vary by payment gateway (typically 3–10 business days).

Exchange Process:

1.Submit an Exchange Request:

Contact Support: Email support@ZEN GEM.com with your order number, photos of the product, and reason for the exchange.

2.Processing:

Approval: Approved exchange orders will be processed and shipped within 3 business days, subject to inventory availability.

Shipping Damage: For items damaged during transit, we may re-ship a replacement without requiring the original to be returned, provided you supply clear photos from different angles.

Shipping Damage Liability:

Reporting: If your item is damaged due to shipping, contact our support team within 3 days of delivery with photo evidence. Upon confirmation, we will arrange a free replacement.

Note: Claims made after 3 days from the delivery date cannot be processed.

Dispute Resolution:

Non-Compliance: If a returned item does not meet our return conditions, we will notify you via email with an explanation and offer possible solutions, such as a partial refund or exchange.

These policies are designed to offer clarity and support, ensuring that your experience with ZEN GEM is smooth from order placement to post-delivery support. If you have any further questions, our customer service team is here to assist you.