Refund policy
Returns products
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Also due to the single-use nature of our products, we do not accept returns unless faulty or damaged items.
Please inspect your order upon delivery or collection and contact us immediately at hello@zensoulstudio.co.uk quoting your order number if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To start a return, you can contact us at hello@zensoulstudio.co.uk. If your return is accepted, we will give you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@zenosulstudio.co.uk.
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.
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.
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;
- Skin care/ wellness products have security seals on , so you can see that they are intact.
- A packing slip gets printed, highlighted with each item packed in box, signed by the packer and weighed, all noted down on packing slip.
- 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 (inside 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 hello@zensoulstudio.co.uk.