Refund policy
Return, Refund & Cancellation Policy
At ZenCanis, we want your order to arrive correctly and in good working condition. Please review the following terms regarding cancellations, returns, replacements, and refunds.
Order Cancellations
If you wish to cancel your order, please contact us immediately at zencanisstore@gmail.com and include your order number.
Cancellation requests can only be accommodated before your order enters fulfillment. Once your order has been processed for shipment and assigned a tracking number, we cannot accommodate cancellation requests through our standard cancellation process.
Submitting a cancellation request does not confirm cancellation. We will check your order status and notify you whether your request can be accepted.
This restriction does not override any mandatory cancellation or withdrawal rights available under applicable law.
30-Day Returns for Product Issues
Our voluntary return policy covers items that arrive defective, damaged, or incorrect. Please contact us within 30 days of delivery to request assistance.
Except where applicable law requires otherwise, we do not accept returns or issue refunds for a change of mind, accidental purchases, or personal preference after an order enters fulfillment.
The 30-day reporting period does not limit any statutory rights or any separate product warranty that applies to your purchase.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or different from what you ordered, email zencanisstore@gmail.com with:
- Your order number.
- A description of the issue.
- Clear photos or a short video showing the issue.
- Photos of the packaging, if relevant.
We will review the information and explain the available resolution, which may include a replacement, return, or refund, subject to applicable law.
You may inspect or test the product to identify a defect. An item does not need to remain unused to qualify for a genuine defect claim.
How to Request a Return
Contact us before sending any item back. If a return is approved, we will provide a return shipping label and instructions explaining where and how to send the package.
Please return the item with its included accessories and original packaging where reasonably available. Keep your proof of purchase and return shipment receipt.
Do not send your package to the address printed on the original shipping label unless we specifically instruct you to do so. Unauthorized returns may delay processing.
Return Shipping Costs
ZenCanis will cover return shipping costs for approved claims involving defective, damaged, or incorrectly supplied items.
If a return is permitted under a statutory withdrawal right, we will explain any applicable return shipping costs before you send the item back, in accordance with applicable law.
Exclusions
Our voluntary return policy does not cover:
- A change of mind or personal preference.
- Damage caused by misuse, accidents, unauthorized repairs, or failure to follow product instructions.
- Normal wear and tear.
- Gift cards, except where required by law.
Discounted or sale items remain eligible for assistance if they arrive defective, damaged, or incorrect.
These exclusions do not limit mandatory consumer rights.
Replacements and Exchanges
We do not offer exchanges for a change of mind.
If your item is defective, damaged, or incorrect, contact us so we can review the issue and arrange an appropriate resolution. If a replacement is approved, we will confirm availability and shipping details.
Refunds
We will notify you once your claim has been reviewed and, where a return is required, after the returned item has been received and inspected.
If approved, your refund will be issued to your original payment method within 10 business days, or sooner where applicable law requires. Your bank or payment provider may take additional time to post the refund.
If more than 15 business days have passed since refund approval and you have not received it, please contact zencanisstore@gmail.com.
European Union Withdrawal Rights
Where EU consumer withdrawal rules apply, you may withdraw from an eligible online purchase within 14 days of receiving your goods without providing a reason, subject to applicable legal exceptions.
To exercise this right, email zencanisstore@gmail.com with a clear statement that you wish to withdraw and include your order number. We will provide return instructions.
You may inspect the goods as you would in a store. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.
Refunds, return deadlines, shipping costs, and any applicable deductions will be handled in accordance with applicable law. Our standard cancellation restrictions and defect-only voluntary return policy do not override this right.
Your Statutory Rights
Nothing in this policy excludes or limits consumer rights that cannot legally be waived, including applicable rights relating to defective goods, delivery, cancellation, or refunds.
Contact Us
For cancellation requests, product issues, returns, or refund questions, please email: