Returns and Refunds Policy

Product Guarantee and Eligibility

Zen Collective is committed to ensuring all products are selected for quality and packaged diligently, but maintains strict return criteria.

- No Change of Mind: We do not offer refunds or exchanges for ‘change of mind’ once an order is placed, collected or shipped.

- Return Window: All requests for returns or refunds based on damage or defect must be submitted within 7 days of receiving your order.

- Eligibility: To be eligible for a return, the product must be defective, damaged, or the incorrect product. The product must be unused, in the same condition you received it, and in the original packaging.

- Exclusions: A minor packaging flaw (e.g. scuffs, creases) that does not affect the product is not considered a defect or damage and is not eligible for a refund or exchange.

The Returns Process

1. Notification and Assessment: You must contact us immediately to explain the issue and provide clear photographic evidence of the issue at management@zencollective.co 

2. Returns: The customer is responsible for arranging and initially paying the return postage. Zen Collective will reimburse the customer for a reasonable return postage costs upon final inspection and confirmation of the defective or damaged product.

3. Manufacturer Liability: For products missing internal items or damaged inside a factory-sealed product where the outer packaging is undamaged, the customer should contact the manufacturer directly.

Cancellations, Fees, and Restocking

All refunds and cancellations are handled at the sole discretion of Zen Collective.

- Cancellation Fee: Except in cases where the product is legally deemed defective, all approved refunds, including cancellations of orders not yet shipped, will incur a standard 10% restocking or cancellation fee of the product's price at Zen Collective.

- Refunds: If a refund is approved, it will be processed promptly to the original payment method in Australian Dollars. Refunds may take up to 30 days to process.