RETURNS & REFUND POLICY

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases (that include diffusers).

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Health and personal care items
  • Products where the security seal on the outer tube has been opened
  • Items purchased in the sale

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable) 

  • Any item not in its original condition
  • Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your product refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days. It might take longer to show on your account depending on your bank / card provider. 

Please note, only the cost of the products you ordered will be refunded. We still incur courier fees and do not profit on our delivery charges. Delivery fees will not be refunded to you unless the item you have ordered is faulty. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@zensoulstudio.co.uk

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@zensoulstudio.co.uk and send your item to: ZEN SOUL STUDIO RETURNS, 16 Hyde View Road, Harpenden, Hertfordshire, AL5 4NZ

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.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: ZEN SOUL STUDIO RETURNS, 16 Hyde View Road, Harpenden, Hertfordshire, AL5 4NZ

You will be responsible for paying for your own shipping costs for returning your item. All shipping costs are non-refundable unless there is a problem with faulty goods. If you receive a refund, the cost of shipping will be deducted from your refund.

If we are sending you a replacement item, depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £15, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and it’s your responsibility to ensure your item reaches us safely.

Damage in transit

Unfortunately, at times, damage in transit can occur. 

Please inspect your order upon receipt and contact us immediately within 48 hours max, if the item is defective, damaged, missing or if you receive the wrong item. So that we can rectify the issue as soon as possible.

We have a 3 step quality inspection, when we pack & post, to minimise issues and enhance customer service;

  1. Skin care/ wellness products have security seals on , so you can see that they are intact.
  2. A packing slip gets printed, highlighted with each item packed in box, signed by the packer and weighed, all noted down on packing slip.
  3. The post office will check weight and this will be noted on the tracked/ proof of postage paper work.

For any descrepancies or claims/ refunds, we do need photographs of parcel (insde and out) or/ and product – as proof of damage, missing items (although weight should clear up that). 

  • The damaged product
  • Your damaged parcel
  • The address label clearly showing on the front of your parcel

These will enable us to swiftly and efficiently handle your claim with our couriers and ship a replacement if your request is approved.

You can contact us by email at;

hello@zensoulstudio.co.uk

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sales items

Only regular priced items may be refunded. Sale items cannot be refunded.