EXCHANGES RETURNS

At Zenstellar, your satisfaction is our top priority. That’s why we offer a straightforward 30-Day Return Policy, 30-Day Satisfaction Guarantee, and an Available Lifetime Warranty. We’re committed to delivering excellence in everything we do, from product quality to customer care. Here are the key details to help guide you through our exchanges and returns process.

Cancelling an Order

  • Cancellation Period: Orders may be canceled within 72 hours after purchase or before shipment.
  • Cancellation Process: We’ll process your cancellation request within 3 business days of receiving it.
    • If payment has already been made, we’ll refund the amount to your original payment method within 7 business days. Please note that the time it takes for the refund to reach your account may vary based on your bank’s processing time.

Note: If your order has already been shipped, we cannot cancel it. In this case, please follow our return policy.

Returns & Exchanges

If you’re not fully satisfied with your purchase, you may be eligible for a return or exchange under the following conditions:

  • Return/Exchange Timeframe: If you receive a defective or damaged item, you may request a return or exchange within 7 days of receipt.

Process: Our customer service team will guide you through each step of the return or exchange process, including filling out the necessary form, securely packing the item, and mailing it back to us.

  • Refund Processing: Refunds will be processed within 7 business days and credited to your original payment method once we receive your return. We will send replacement items as soon as the returned goods are received.

Note: Refund processing times may vary depending on your bank’s procedures.

Requirements for Return or Exchange

  • Condition: Items must be in their original packaging, unused, and include all tags, accessories, manuals, and other materials. They must be unworn and in new condition.

Please Note: We reserve the right to deny any return or exchange that does not meet these requirements.

Replacement Policy

  • Consumer-Initiated Returns: If the return is due to personal reasons, the customer is responsible for the shipping fee, which will vary based on the chosen shipping provider.

  • Defective/Wrong Items: If the item was incorrect or damaged due to our error, Zenstellar will cover the shipping costs.

  • Price Adjustments:

    • If the replacement item is priced lower than the original, we’ll refund the difference.
    • If the replacement item is higher in price, we’ll contact you by email or phone to confirm if you’d like to pay the difference.

Important: If you receive a damaged item, please contact us immediately upon receipt. We cannot accept any return or exchange requests after 7 days.

Exceptions

  • Custom/Personalized Items: Unfortunately, custom or personalized items are not eligible for a 7-day return or refund.

For any return initiated by the consumer, shipping costs are the customer’s responsibility, based on the selected carrier. For returns due to an error or defect on our part, we will cover any associated shipping costs.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

If you have further questions or need assistance, don’t hesitate to reach out Email：info@zenstellarshop.com—our team is here to help!