Refund Policy

Refund & Exchange Policy

We value your trust and want you to be fully satisfied with your purchase. If there is any issue with the item(s), please contact us within 48 hours of delivery. Our customer service team will work with you to find the best solution.

Eligibility for Returns
To be eligible for a return and refund, all of the following conditions must be met:

  • The item must be unused, in its original condition, and in the original packaging.

  • Email us at support@zenandshine.com within 48 hours of delivery for return approval and guidance.

  • Returned item(s) must be received by us within 12 days of the delivery date.

  • Customers are responsible for all return shipping and handling costs, unless the return is due to our error (incorrect or defective item). We recommend careful packing and insurance for safe return.

If the returned item does not meet the above criteria, it will be sent back to you.

Non-returnable items
Please note the following items cannot be returned or exchanged:

  • Gift cards

  • Personalized products

  • Sale items (special offers)

Exchanges
We only replace items if they are defective or damaged. For exchange requests, please email us at support@zenandshine.com.

Refund Method
Once we receive and inspect your return, your refund will be processed to your original payment method within 14 working days.

Late or Missing Refunds
If you haven’t received your refund yet:

  1. Please check your bank account again.

  2. Please contact your credit card company; it may take time before your refund is officially posted.

  3. Please contact your bank; there is often a processing delay.
    If you have done all of this and still have not received your refund, please email us at support@zenandshine.com.

Customer Support
Email: support@zenandshine.com
Hours: Monday – Friday, 10:00 – 19:00 (Beijing Time, GMT+8)

We appreciate your trust in Zen and Shine and strive to provide the best customer experience!