Zen G - Store Legal Policies & Customer Care

1. Refund and Return Policy

At Zen G, we strive to ensure your experience with our products is as harmonious as the items themselves. Please review our guidelines regarding returns and refunds.

30-Day Return Window

Customers may return eligible items within 30 days of delivery. To be eligible for a return, your item must be unopened and unused.

Eligibility & Condition

To maintain the quality and integrity of our inventory, items must be returned in their original packaging, unused, and unlit (in the case of incense). For aroma and essential oils, all seals must remain intact.

Non-Returnable Items

Due to hygiene, personal care, and safety standards, we cannot accept returns for the following:

• Opened bottles of essential oils

• Used incense sticks or cones

• Gift cards

Damaged, Defective, or Broken Ceramics

Given the delicate nature of ceramic burners and glass oil bottles, accidents can happen during transit. If an item arrives damaged or broken, the customer must contact us at support@shopzeng.com within 48 hours of delivery. Please provide photographic evidence including:

• Photos of the damaged product

• Photos of the outer packaging

Upon verification, we will immediately ship a replacement at no extra charge or issue a full refund.

Return Process & Shipping

To initiate a return, please contact our support team to obtain a Return Merchandise Authorization (RMA) and the appropriate return address. Unless the return is due to an error on our part or a product defect, return shipping costs are the responsibility of the customer.

Refund Timeline

Once your return is received and inspected, refunds are credited back to the original payment method within 5–7 business days.