Refund &  Return Policy

1. INTRODUCTION

Welcome to ZenGenUSA.com, the premium online destination for handcrafted soaps, scented candles, and other specialty products. Our commitment is to deliver products that resonate with quality, tradition, and innovation. As part of our dedication to customer satisfaction, we have instituted the following Return Policy to ensure your shopping experience remains seamless and positive.

When purchasing from ZenGenUSA.com, it is important to us that you feel confident and informed about your rights concerning returns, refunds, and exchanges. This Return Policy is designed to guide you through the process should you ever be dissatisfied with a purchase. We encourage you to familiarize yourself with this policy in its entirety to ensure a clear understanding of our procedures and what you can expect from ZenGenUSA.com should a return be necessary.

Our Return Policy has been formulated in compliance with the prevailing laws and regulations and aligns with best practices in e-commerce retail. This policy also adheres to the Pinterest Merchandise Account Guidelines to foster transparency and trust with our customers.

Hereby, it is affirmed and represented that all policies promulgated and implemented on our website are in compliance with, and not in contravention of, the merchandise guidelines as set forth by Google Merchandise, Shopify, Meta, Pinterest, and all other predominant online shopping platforms. All necessary measures have been undertaken to ensure the full adherence to these guidelines and to mitigate any potential non-conformities or discrepancies.

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2. RETURN ELIGIBILITY

• 2.1 Products Covered: This Return Policy pertains to all products sold via ZenGenUSA.com, including but not limited to handmade soaps and scented candles.

• 2.2 Condition of Product: To qualify for a return, the item must be in its original, unused condition. Any product that has been used, altered, or damaged will not be accepted for return. The item should be accompanied by all its original packaging, labels, and any accompanying accessories or free gifts if any.

• 2.3 Receipt/Proof of Purchase: All returns must be accompanied by a valid proof of purchase from ZenGenUSA.com. This could be in the form of an order confirmation, a sales receipt, or any other official documentation provided at the time of purchase. Returns without a valid proof of purchase may be declined.

• 2.4 Exceptions: Some products may have special return restrictions or exceptions. These exceptions will be clearly stated on the product page at the time of purchase. Customers are advised to review these exceptions before making a purchase.

• 2.5 Return Window: To be eligible for a return, customers must initiate the return process within 30 days of receiving the product. Any return requests made beyond this period will not be accepted.

• 2.6 Third-Party Sales: Items purchased through third-party vendors, resellers, or platforms other than ZenGenUSA.com are not eligible for return under this policy. Customers are encouraged to consult the return policies of the respective third-party sellers.

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3. TIME FRAME FOR RETURNS

• 3.1 Initial 30-Day Period: Customers have 30 days from the receipt of the product to initiate a return. The date of receipt will be determined based on the tracking information provided by the shipping carrier.

• 3.2 Processing Time: Once we receive the returned product, please allow up to 10 business days for ZenGenUSA.com to process the return. Following a successful inspection of the returned items, the refund or exchange process will commence.

• 3.3 Extensions and Exceptions: In certain extenuating circumstances, such as a delayed delivery due to external factors, ZenGenUSA.com may, at its sole discretion, consider extending the return window. Such extensions will be evaluated on a case-by-case basis.

• 3.4 Late or Missing Returns: If you've initiated a return but we haven't received the product within a reasonable time frame, or you haven't received an acknowledgment of your return from us, please contact our customer service without delay.

 

4. RETURN PROCESS

• 4.1 Initiation: To initiate a return, please send an email to zengen@ZenGenUSA.com with the subject "Return Request - [Your Order Number]." In the email, provide your order number, the product(s) you wish to return, and the reason for the return. Our customer service team will respond with further instructions within 48 hours.

• 4.2 Packing and Securing: The returned item(s) must be packed securely in the original product packaging. If the original packaging is not available, please ensure the item is packed in a manner that prevents damage during transit.

• 4.3 Return Address: All returns should be shipped to: 95-1107 Koolani Drive #226, Mililani, HI, 96789, United States.

• 4.4 Return Approval: Upon receiving the returned product, ZenGenUSA.com will inspect the item(s) for compliance with our return criteria. If the return is approved, the refund or exchange process will begin. If not, the item may be sent back to the customer at their expense.

• 4.5 Return Tracking: It is advised that customers use a shipping service that offers tracking for the return shipment. ZenGenUSA.com is not responsible for returns lost in transit.

 

5. REFUNDS

• 5.1 Refund Eligibility: Refunds are provided only for items that meet our return criteria and have been approved upon inspection. Refunds will not be provided for items that are damaged, used, or do not otherwise meet the conditions of our Return Eligibility section.

• 5.2 Refund Method: Refunds will be processed to the original method of payment. For credit card transactions, it may take 5-10 business days for a refund to reflect on your credit card statement.

• 5.3 Deductions: Any returned items that are damaged, not in the original condition, or are missing parts for reasons not due to our error may receive a partial refund, which will be determined at ZenGenUSA.com's discretion.

• 5.4 Notification: Once your return is processed and inspected, we will send you an email notification regarding the status of your refund. If approved, the refund will be processed, and a credit will be automatically applied to your original method of payment.

 

6. EXCHANGES

• 6.1 Eligibility for Exchanges: Items are eligible for exchange if they are defective, damaged upon receipt, or if the wrong item was received. If you need to exchange an item for any of these reasons, reach out to our customer service at ZenGen@ZenGenUSA.com.

• 6.2 Exchange Process: After contacting our customer service and receiving approval for an exchange, send your item to our return address. Once received and inspected, the replacement product will be shipped to you. If the desired product is out of stock, you may be offered a refund or a different product of equivalent value.

• 6.3 Time Frame for Exchanges: Exchanges follow the same 30-day time frame from receipt as returns. Any exchange requests beyond this period will be considered on a case-by-case basis.

• 6.4 Shipping for Exchanges: Shipping costs for returning the original item for exchange will be borne by the customer. ZenGenUSA.com will cover the shipping cost for sending the replacement item to the customer.

 

7. SHIPPING AND HANDLING

• 7.1 Return Shipping Costs: Unless the return is due to an error on Zengenusa.com's part (e.g., wrong or defective item sent), the customer is responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee the receipt of your returned item.

• 7.2 Shipping Refunds: In instances where ZenGenUSA.com is at fault, such as sending the wrong or defective item, we will refund the standard shipping fees associated with the returned item.

• 7.3 Handling Charges: Any handling charges or additional services related to the initial shipment (e.g., expedited shipping) are non-refundable.

• 7.4 Risk of Loss: The risk of loss for all merchandise ordered on this website is passed to you, the buyer, when the merchandise is delivered to the shipping carrier. Therefore, ZenGenUSA.com is not responsible for delays or damages incurred during transit.

 

8. NON-RETURNABLE ITEMS

• 8.1 Specific Non-Returnable Merchandise: Given the nature of our products, certain items are exempt from being returned. These items include:

  • Any product marked as "Final Sale" or "Non-Returnable" on its product page.

  • Items that have been significantly used or modified after delivery.

  • Any item not in its original condition, that is damaged or missing parts for reasons not attributable to our error.

  • Products that are returned more than 30 days after delivery.

• 8.2 Gift Cards: For the benefit of all our consumers, gift cards purchased from ZenGenUSA.com cannot be returned or exchanged for cash, except where mandated by law.

• 8.3 Special Offers and Promotional Items: Any product that was purchased as a part of a bundle or with a promotional discount is non-returnable if other items in the promotion or bundle have been used. For instance, if you buy three items at the price of two, the total value of the three items is non-refundable if one or more items have been used.

• 8.4 Seasonal and Limited-Edition Products: Items that are marketed as seasonal or limited edition are typically non-returnable, given their unique and timely nature. Please review product specifics at the time of purchase.

• 8.5 Health and Personal Care Items: Due to health and hygiene concerns, any opened health and personal care items are non-returnable, unless there is a demonstrable defect or discrepancy in the product.

 

9. COMPLIANCE WITH LAWS

• 9.1 Adherence to Regulations: ZenGenUSA.com's return policy has been structured in strict adherence to U.S. federal and state consumer protection laws. It also aligns with the Pinterest Merchandise Account Guidelines, emphasizing transparency and consumer rights.

• 9.2 Mandatory Returns: In certain situations, and jurisdictions, laws may require businesses to accept returns even if the business has not made an error. ZenGenUSA.com will comply with such regulations and adapt its return procedures as necessary.

• 9.3 Consumer Rights: Nothing in this Return Policy seeks to impede or diminish the rights consumers are entitled to under the applicable laws. If there is a conflict between the provisions of this policy and mandatory provisions of local consumer protection laws, the local provisions will prevail.

• 9.4 Recourse and Disputes: If a dispute arises related to a return, refund, or exchange, and an amicable resolution is not reached, parties agree to engage in good faith negotiations to resolve the matter. Consumers also retain the right to approach relevant consumer protection bodies for redressal in accordance with local laws.

 

10. CONTACT INFORMATION

• 10.1 Communication Channels: For any queries, concerns, or clarifications regarding this Return Policy or any associated matters, we have established multiple communication channels:

  • Email: Direct your inquiries to ZenGen@ZenGenUSA.com. Our team is committed to responding to all emails within 48 hours of receipt.

  • Postal Address: For official correspondences, claims, or detailed return queries, please utilize the following address: 95-1107 Koolani Drive #226, Mililani, HI, 96789, United States.

  • Website Portal: ZenGenUSA.com also hosts a dedicated "Contact Us" section, which can be utilized for filing returns, tracking the status of your return, or forwarding any pertinent feedback.

• 10.2 Working Hours: Our customer service operations and support team function on weekdays, from 9:00 AM to 5:00 PM Hawaii-Aleutian Standard Time (HAST). While you can forward your communications at any time, please expect responses during these operational hours.

• 10.3 Dedicated Customer Service: ZenGenUSA.com values the trust and satisfaction of its customers. To ensure seamless and efficient communication, we have in place a team of dedicated customer service representatives skilled in addressing all your concerns.

• 10.4 Feedback & Recommendations: We continually strive to enhance our customer experience. If there are areas of improvement or recommendations you'd like to share regarding our return processes or any other facet of our operations, please don't hesitate to contact us. Your insights are invaluable.

 

11. CHANGES TO THE RETURN POLICY

• 11.1 Policy Evolution: As ZenGenUSA.com grows and evolves, there might be occasions when we need to modify, add, or subtract from this Return Policy. We are committed to ensuring our policy remains relevant, compliant, and in the best interests of our customers.

• 11.2 Notification of Changes: In the event of a significant change to this policy, all registered users will be notified through their registered email addresses. An announcement might also be made on our website's main page or through other communication channels deemed appropriate.

• 11.3 Date of Last Update: To provide transparency regarding the policy's currency, each version will be timestamped with its effective date. This aids in distinguishing it from prior versions.

• 11.4 Acceptance of Revised Policy: Continued use of our website and its services after any modifications indicates your acceptance of the revised policy. If you disagree with any of the changes, you may opt to refrain from further purchases or engagements with our platform.

• 11.5 Archive of Previous Policies: For transparency and reference, an archive of previous versions of our Return Policy will be maintained and made accessible upon request.