Refund policy

Return and Refund Policy

Return Handling and Refunds Without Return

Our 30-day return period and eligibility requirements remain unchanged. Please contact zenfaden@zenfaden.com before sending any item back.

Zenfaden may approve a refund or replacement without requiring a physical return, following an individual review of your request. We will confirm this in writing. This option is not automatic.

If a physical return is required, we will provide an authorized return address and instructions. If an eligible refund is approved and we cannot provide a suitable return location, we will waive the physical return requirement. No return shipping cost or restocking fee applies when a return is waived.

Approved refunds will be issued to the original payment method within 10 business days after approval, including when no physical return is required, or sooner if required by applicable law. Your bank may need additional processing time.

Zenfaden handles your claim directly. Your rights under this policy do not depend on whether our supplier accepts returns or reimburses us. Restrictions on change-of-mind returns do not remove your rights regarding damaged, defective, incomplete, or incorrect items.

This section takes precedence over any conflicting physical-return or refund-processing instructions below. All other terms and applicable consumer rights remain unchanged.

At Zenfaden, we want you to be satisfied with your purchase. This Return and Refund Policy applies to orders shipped within the United States and does not limit any rights available under applicable law.

30-Day Return Period

You may request a return within 30 calendar days after your order is delivered.

To request a return, contact us at zenfaden@zenfaden.com and provide:

Your order number
The item you wish to return
The reason for the return
Photos or videos if the item is damaged, defective, incomplete, or incorrect

Do not return an item without contacting us first. Because our products may be shipped from different fulfillment locations, the correct return address may vary by order. We will provide the appropriate return address and return instructions after reviewing your request.

Items sent to our registered business address or another address without prior authorization may not be accepted or may cause delays.

Return Eligibility

To qualify for a change-of-mind return, the item must be:

Unused, unworn, and in the condition in which it was received
Complete with all accessories, manuals, tags, and components
In its original packaging
Accompanied by the receipt or other proof of purchase

We reserve the right to refuse returns that show signs of use, damage, alteration, improper handling, or missing parts that were not caused by a product defect or shipping issue.

Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order promptly after delivery. Contact us as soon as possible if your item arrives damaged, defective, incomplete, or different from what you ordered.

We may request photographs or videos of the item, shipping label, packaging, and damage so that we can investigate the issue.

If the claim is approved, Zenfaden will provide an appropriate resolution, which may include:

A replacement item
Replacement parts
A refund
An authorized return at no additional cost to you

Please retain the product and all original packaging until the claim has been resolved.

Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs.

Zenfaden will cover reasonable return shipping costs when an item is confirmed to be damaged, defective, incomplete, or incorrect.

A prepaid return label is provided only when confirmed by us in writing. Original express, priority, or other premium shipping charges are non-refundable, except where required by applicable law.

We strongly recommend using a trackable shipping service for customer-paid returns. Zenfaden is not responsible for returned packages that are lost or damaged before reaching the authorized return location. We do not charge a restocking fee for eligible returns.

Non-Returnable Items

Unless otherwise required by applicable law, we cannot accept returns for:

Used, worn, washed, damaged, or altered products
Personalized or custom-made products
Perishable goods
Opened personal-care or hygiene products
Products that may pose a health or sanitation risk after opening or use
Hazardous materials, flammable liquids, or gases
Digital products or activated software
Gift cards

Sale or discounted products are not automatically excluded from returns. They may be returned if they otherwise meet the requirements of this policy.

Order Cancellations

Customers may cancel an eligible order within one hour after placing it.

After this one-hour period, the order may have already entered processing with a fulfilment partner. We cannot guarantee cancellation once processing has begun or the order has been dispatched.

If cancellation is no longer possible, the customer may request a return after delivery in accordance with this Return and Refund Policy.

Exchanges

We do not currently offer direct exchanges. If you would like a different item, color, or variation, you may return the eligible original item and place a new order.

Refunds

We will notify you after the returned item has been received and inspected.

If your refund is approved, it will be issued to your original payment method within 10 business days. Your bank or card provider may require additional time to process and display the refund.

Shipping charges are non-refundable except when the item is confirmed to be damaged, defective, incomplete, or incorrect, or when otherwise required by law.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at zenfaden@zenfaden.com.

Lost or Undelivered Orders

If an order is not delivered within the expected delivery period, contact us so that we can investigate the shipment with the fulfillment provider or carrier.

If the shipment is confirmed as lost or cannot be delivered, we will provide an appropriate replacement or refund in accordance with applicable law.

Contact Us

For return, refund, cancellation, or damaged-item enquiries, contact:

Company: ZENFADEN SOFTWARE AND CONSULTANCY - FZCO
Trade License Number: 73467
Address: Building A1, Dubai Digital Park, Premises 73467-001, Dubai, United Arab Emirates
Email: zenfaden@zenfaden.com
Telephone: +971 58 594 3706
Website: https://zenfaden.com

Do not send returns to our registered business address unless we specifically instruct you to do so. The authorized return location may vary depending on the product and fulfilment partner.

Last updated: September 10, 2026