Return and Refund Policy

Breathe deep. Stay Zen.

Policy Overview

1. RETURN WINDOW & ELIGIBILITY

You may request a return within 14 days from the date the order is delivered to you.

To be eligible for return:

• The products must be unused, in their original packaging, and in resalable condition.
• The packaging must not be damaged or opened in a way that affects resale.
• Incense sticks and candles are considered hygiene-sensitive items — once opened or used, they cannot be returned.

Return Shipping Costs: The customer is responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable. We strongly recommend using a tracked and insured shipping service.

2. FAULTY, DAMAGED, OR INCORRECT ITEMS

If you receive an item that is severely damaged during transit, defective, or incorrect, please contact us at info@zenessentialss.com within 48 hours of delivery.

What to do:

• Send us clear photos of the damage, defect, or incorrect item.
• Include your order number.

We will review your case quickly and, at our discretion, arrange to send a replacement at no extra cost or issue a full refund of the product price.

3. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded (except for proven damage):

• Any incense sticks or candles that have been opened or partially used.
• Products that have been lit or burned.
• Items returned without original packaging or in unsellable condition.
• Personalized or custom-made products.

4. REFUND PROCESS

Once we receive your item, we will inspect it and notify you on the status of your refund. If approved, we will process your refund within 7–10 business days.

Refunds will be issued to the original payment method. Please note that original outbound shipping fees, return shipping fees, and any customs/import duties are non-refundable.

5. HOW TO START A RETURN

Email us at info@zenessentialss.com with your order number, reason for return, and photos. Once we provide confirmation and instructions, please ship the item back to the address provided and keep your tracking number for reference.