Refund policy

Return and refund policy


General Policy


At Zencle, we strive to ensure that you are completely satisfied with your purchase. However, please note that customized products are not eligible for return or refund due to their personalized nature.

For all other products, we offer a hassle-free return and refund process. This Return and Refund Policy outlines the terms and conditions under which we accept returns and issue refunds.


Eligibility for Returns


  • Time Limit: You may initiate a return within 45 days from the date of delivery. Please note that products must be returned in their original condition, including all packaging, tags, and accessories. Any item that shows signs of wear, damage, or alteration not caused by our end will not be eligible for return.
  • Proof of Purchase: To be eligible for a return, you must provide proof of purchase, such as the order confirmation email or receipt.


Return Process


  1. Contact Us: To start the return process, please contact our customer support team via email at support@zencle.com or through the live chat feature on our website. Provide your order number, the reason for the return, and any relevant details about the product.
  2. Approval: Our customer support team will review your request and, upon approval, will provide you with instructions on how to return the item. This may include a return shipping label, depending on the circumstances.
  3. Shipping: Once approved, carefully package the item in its original packaging (if possible) and send it back to us using the provided shipping method within the specified time frame. Please note that you are responsible for the return shipping costs, unless the return is due to a defect in the product or an error on our part.


Refund Process


  • Inspection: Upon receiving the returned item, our team will inspect it to ensure it meets the return eligibility criteria mentioned above. If everything is in order, we will proceed with the refund process.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase. Please allow 14 business days for the refund to be processed and reflected in your account. Depending on your payment provider, it may take additional time for the funds to become available to you.


Exceptions


  • Final Sale Items: Certain products marked as "Final Sale" are not eligible for return or refund under any circumstances. These items will be clearly identified on the product page at the time of purchase.
  • Personalized or Customized Products: Products that have been personalized or customized according to your specific requirements are non-returnable and non-refundable, as they are made uniquely for you.


Warranty and Defective Products


If you receive a defective product, please contact us immediately. We will either replace the defective item free of charge or issue a full refund, including any shipping costs you may have incurred, after verifying the defect. Products are covered under warranty for 2 months from the date of purchase, subject to the terms and conditions of the warranty provided with each product.


We hope this policy is clear and helps you make informed decisions when shopping with us. If you have any questions or need further clarification, please don't hesitate to reach out to our customer support team.