Refund Policy

At ZenBuy, your satisfaction is our top priority. We want every purchase you make at www.zenbuy.co.uk to feel safe, fair, and worry-free. This Refund Policy explains when you may be entitled to a refund, how to request one, and what conditions apply. Please read it carefully before making a purchase.

🛍 Eligibility for Refunds

To be eligible for a refund, the product must be in its original condition, unused, and returned within 30 calendar days of delivery. You will need to provide proof of purchase, such as an order confirmation email, invoice, or receipt.

Refunds are only available for items purchased directly through our official website www.zenbuy.co.uk. If you purchased through another marketplace or retailer, please contact them directly.

Certain items are non-refundable. These include gift cards, digital/downloadable products, personalized or customized products, clearance items, and products marked “final sale.”

📦 Condition of Returned Items

For your return to be accepted, the product must:
✨ Be unused, clean, and free of damage
✨ Be returned in its original packaging with all tags and labels intact
✨ Include any accessories, instructions, or bonus items provided at the time of purchase

If the product is returned in a condition that makes it unsellable (e.g., damaged, heavily used, or missing packaging), we reserve the right to refuse the refund or issue only a partial refund.

🔄 How to Request a Return

📧 Step 1 – Contact Us
Send an email to hello@zenbuy.co.uk with your order number, product details, and reason for return. We’ll respond with instructions and the return address.

📦 Step 2 – Repack the Item
Pack the product securely in its original packaging. Use protective material to ensure the item does not get damaged during transit.

🚚 Step 3 – Ship the Package
Send the item to the return address provided. Unless the product is defective or incorrect, customers are responsible for return shipping costs. We recommend using a trackable courier service for your safety.

💳 Step 4 – Refund Processing
Once we receive and inspect your return, we will notify you via email. If your refund is approved, it will be processed to your original payment method.

⏳ Refund Timeline

Refunds are usually processed within 7–10 business days after approval. However, depending on your bank or payment provider, it may take additional time before the refund reflects in your account.

  • Credit/debit card refunds may take 5–14 business days.

  • PayPal refunds are often faster but may still take several days.

⚠️ Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please notify us within 7 days of delivery. Provide clear photos of the product and packaging.

In such cases, ZenBuy will cover all return shipping costs. You may choose between a free replacement or a full refund, including shipping fees.

🔄 Exchanges

We currently do not process direct exchanges. If you would like a different size, color, or product, please return your item for a refund and place a new order.

💳 Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please take the following steps:

🔎 Check your bank account again
🏦 Contact your bank or credit card company — processing times vary
💬 If the refund is still missing after 14 business days, contact us at hello@zenbuy.co.uk

🌍 International Orders

We gladly ship worldwide 🌎, but please note the following regarding refunds:

✈️ Customers outside the UK are responsible for return shipping costs (unless the product is defective or incorrect).
✈️ Customs duties, import taxes, and fees paid at the time of purchase are non-refundable.
✈️ Refund timelines may be longer due to international shipping and customs clearance delays.

🎁 Gift Returns

If you received a ZenBuy product as a gift, refunds can only be issued to the original payment method used for the purchase. In some cases, we may be able to provide store credit instead — please contact us for assistance.

🛍 Customer Responsibilities vs. ZenBuy Commitments

💡 Your Responsibilities
You must ensure items are returned in their original condition, securely packaged, and shipped on time. Return shipping costs are your responsibility unless the item is defective or incorrect.

💙 Our Commitments
We promise to review all refund requests fairly, process eligible refunds promptly, and communicate with you at every step. Our goal is to make your experience stress-free.

🔄 Partial Refunds

In certain cases, only partial refunds may be granted. This may occur when:
✨ The item shows signs of use
✨ The packaging is damaged or missing
✨ Accessories or parts are not returned
✨ The return is requested after the 30-day eligibility window

We will always explain the reason before issuing a partial refund.

📬 Contact Us

If you have any questions about this Refund Policy or need help with a return:

🛍 ZenBuy
📧 Email: hello@zenbuy.co.uk
🌍 Website: www.zenbuy.co.uk

We believe shopping at ZenBuy should be joyful and stress-free. If something goes wrong, we’ll do everything possible to make it right.