We understand that you may change your mind. If you wish to return an item that is unopened, unused, and in its original, sealed, and well-maintained condition, you may do so under the following terms:
- Eligibility Window: Please contact us at support@zentheca.com within 14 days of receiving your order to initiate a return for an unopened item.
- Condition: The product must be returned in its original packaging, unopened, untouched, and in a resalable condition. We reserve the right to refuse a return if the item shows any signs of being opened or tampered with.
- Return Process & Shipping Costs:
- Once your return request is approved, we will provide you with the address of our warehouse.
- Customers are responsible for all return shipping costs. We recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged in transit during their return.
- Please ensure the item is securely packaged to prevent damage.
- Refund/Exchange: Upon receiving and inspecting the returned item, if it meets the above conditions, we will process a refund for the price of the item(s) or offer a store credit/exchange.
- Original Shipping Costs: If your original order included a shipping fee paid by you, this fee is non-refundable.
- Deduction for Free Shipping Orders: If your original order qualified for free shipping, our actual outbound shipping costs incurred to send the order to you will be deducted from your refund amount. We will provide you with an invoice or receipt for this shipping charge.
- Refunds will be processed to the original payment method, or you may opt for store credit/exchange.
If the return is initiated by the customer for personal reasons (e.g. change of mind, wrong item ordered), the customer is responsible for the return shipping costs. The exact amount depends on the courier service selected.
If the return is due to an error on our part — such as receiving a damaged or incorrect item — we will cover the return shipping costs in full.
Return Address Confirmation
We kindly request that all returns be sent to our main warehouse. However, to ensure a smooth and efficient process, please contact us before initiating any return to confirm the current return address. This step is necessary as the return address may vary depending on the product or circumstances.
Return address: 190 Middle Road, #16-02 Fortune Centre, Singapore 188979
Shipping Label
For your convenience, we will provide you with a prepaid shipping label once your return request has been approved. Please use this label to ensure your return is processed correctly.
Important Notes:
- Returns sent to an unconfirmed address may not be accepted or processed. Please always contact us first to confirm the correct return address.
- Customers may cancel their orders before shipment without providing a reason.
- If the delivered goods are damaged or defective due to our fault, the customer will not be responsible for any shipping costs related to the return.
- Once your return request has been received and approved, we will issue a return label for you. There’s no need to print anything — the label will be provided directly by the carrier.
