Zentopix Return and Refund Policy
At zentopix, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes things don’t go as planned, and we’re here to help. This Return and Refund Policy outlines the process for returns, exchanges, and refunds for products purchased from zentopix.
- Eligibility for Returns and Refunds
1.1 Fresh Flowers and Perishable Items: Due to the perishable nature of our fresh flower arrangements and plants, we generally do not accept returns. However, we offer a 100% satisfaction guarantee. If you’re not completely satisfied with your purchase, please contact us within 24 hours of delivery, and we’ll work to make it right.
1.2 Non-Perishable Items: For non-perishable items such as vases, gift baskets (excluding perishable contents), and decorative items, we accept returns within 14 days of delivery, provided the items are unused and in their original packaging.
- How to Initiate a Return or Refund Request
2.1 Contact Customer Service: To initiate a return or refund request, please contact our customer service team within 24 hours of delivery for perishable items or within 14 days for non-perishable items.
2.2 Required Information: Please provide the following information when contacting us:
- Order number
- Reason for return or refund request
- Photos of the product (if applicable)
- Return Process for Non-Perishable Items
3.1 Approval: Once your return request is approved, we’ll provide you with return instructions and a return shipping label if applicable.
3.2 Packaging: Please pack the item securely in its original packaging to prevent damage during transit.
3.3 Shipping: Use the provided return shipping label or send the item to:
zentopix Returns [Insert Return Address]
3.4 Tracking: We recommend using a trackable shipping method and keeping the tracking information for your records.
- Refund Process
4.1 Inspection: Upon receiving the returned item, we’ll inspect it to ensure it meets our return criteria.
4.2 Refund Issuance: If the return is approved, we’ll process your refund within 5-7 business days. The refund will be issued to the original payment method used for the purchase.
4.3 Refund Amount: For approved returns, we’ll refund the full purchase price of the item. Shipping costs are non-refundable unless the return is due to our error.
- Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.
- Non-Returnable Items
The following items are non-returnable:
- Customized or personalized products
- Clearance or sale items (unless defective)
- Gift cards
- Damaged or Incorrect Items
7.1 Damaged Items: If your item arrives damaged, please contact us within 24 hours of delivery with photos of the damage. We’ll arrange for a replacement or refund.
7.2 Incorrect Items: If you receive an incorrect item, please contact us within 24 hours of delivery. We’ll arrange for the correct item to be sent and cover the return shipping of the incorrect item.
- Late or Missing Refunds
If you haven’t received your refund within 10 business days of our confirmation, please check your bank account again. Then contact your credit card company, as it may take some time for the refund to be officially posted. If you’ve done all of this and still have not received your refund, please contact our customer service team.
- Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded unless defective.
- Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
- Cancellations
For orders that have not yet been processed or shipped, you may request a cancellation by contacting our customer service team immediately. We’ll do our best to accommodate your request, but we cannot guarantee cancellation once an order has entered our fulfillment process.
- Changes to This Policy
We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically for any updates.