Refund policy

Return & Refund Policy

At Zen WoodGrain, we want you to shop with confidence. Please read our Return & Refund Policy carefully before placing an order.

This policy explains how returns, cancellations, and refunds are handled for orders placed through our store.

1. Return Period

Customers may request a return or withdrawal within 14 days after the goods are delivered.

To be eligible for a return, the item must be:

unused and unworn;
undamaged and in its original condition;
returned with its original packaging, tags, accessories, and any included items;
accompanied by proof of purchase or order information.

If an order is delivered in multiple parcels, the 14-day return or withdrawal period starts from the date the customer receives the last parcel.

If the final day of the return or withdrawal period falls on a non-working day where applicable law requires an extension, the deadline will be extended to the next working day.

2. Order Cancellation

Orders may be cancelled before they are fulfilled or dispatched.

Once an order has been fulfilled or dispatched, it can no longer be cancelled. Customers may instead request a return or withdrawal after delivery according to this policy.

3. Return Shipping Costs

For returns requested for non-product-related reasons, the customer is responsible for the cost of return shipping.

Non-product-related reasons include, but are not limited to:

change of mind;
personal preference;
wrong size, style, or quantity selected by the customer;
no longer wanting the item;
refusal to accept delivery without a valid product issue.

Return shipping costs are not covered by Zen WoodGrain unless the item is defective, damaged, incorrect, or otherwise required by applicable law.

Customers are responsible for choosing a trackable shipping method and safely returning the item to us. We are not responsible for returned items that are lost, delayed, or damaged in transit, unless required by applicable law.

We do not accept cash-on-delivery returns, freight-collect shipments, or returns that require us to pay shipping charges upon delivery.

4. No Restocking Fee

We do not charge a restocking fee or fixed return processing fee for eligible returns.

5. Damaged, Defective, or Incorrect Items

If the item you received is defective, damaged, or materially different from what you ordered, please contact us as soon as possible after delivery.

Please include:

your order number;
clear photos or videos of the product;
photos of the packaging, if relevant;
a short description of the issue.

We will review the matter according to our product issue policy and applicable consumer law.

If the issue is confirmed to be caused by our error or by a product defect, we will provide an appropriate solution as required by applicable law.

Damage caused by misuse, improper care, accidental damage, intentional damage, or normal wear after delivery is not considered a product defect.

6. Non-Returnable Items

Unless required by applicable law, returns may not be accepted for items that:

have been used, worn, washed, altered, damaged, or show signs of wear;
are missing original packaging, tags, accessories, or included items;
are returned without sufficient order information;
are damaged due to misuse, improper care, accidental damage, or intentional damage after delivery.

7. How to Request a Return or Withdrawal

To request a return or withdrawal, please contact us before sending any item back.

Email: support@zenwoodgrain.com

Please include:

your full name;
order number;
email address used for the order;
item you wish to return;
reason for the return request;
photos or videos if the item is defective, damaged, or incorrect.

If a self-service return or withdrawal request function is available in your customer account, you may also submit your request there.

Returns sent back without clear order information may be delayed or may not be processed if we cannot identify the order.

8. Return Address

Please do not send any item back until your return request has been submitted and return instructions have been provided.

Return address:

Zen WoodGrain
C38, 1st Floor, Hengfeng Pedestrian Street Mall
Daximen, Yunyan District
Guiyang City, Guizhou Province, 550000
China

Chinese address for reference:

中国贵州省贵阳市云岩区大西门恒峰步行街商场1楼C38号
邮编：550000

For international returns, please mark the parcel as “Returned Goods” where appropriate.

Any customs duties, import taxes, carrier fees, or additional charges caused by incorrect return declaration may be the customer’s responsibility, unless required otherwise by applicable law.

9. Refunds

After we receive and inspect the returned item, we will notify you whether the refund is approved.

Approved refunds will be issued to the original payment method.

For eligible withdrawal returns, we may withhold the refund until we have received the goods back or until the customer has provided valid proof of return shipment, whichever occurs first, where permitted by applicable law.

For returns due to non-product-related reasons, the customer is responsible for return shipping costs.

Original standard shipping costs will be refunded where required by applicable law. Additional costs for express shipping, upgraded shipping, customs duties, taxes, carrier fees, or other non-standard delivery charges are not refundable unless required by applicable law.

After we issue the refund, your bank, card provider, or payment processor may need additional time to post the refund to your account.