Return Policy

Return & Refund Policy — ZenX Creations

Last updated: May 2026

At ZenX Creations, every product is handcrafted and personalised with care. Because of the custom nature of our work, we have specific guidelines around returns and refunds — please read these carefully before placing your order.

Our Return Policy

You have 10 days from the date of delivery to request a return. To be eligible, the item must be unused, in its original packaging, and in the same condition as received. Personalised and custom-made items are non-refundable unless they arrive damaged or defective.

Important — Unboxing Video Requirement

To process any damage claim or return, you must provide a clear, unedited video of your unboxing. The video must show:

  • The unopened parcel with the shipping label clearly visible
  • The full unboxing process from start to finish
  • Any damage or defect as it is discovered — with no interruptions or edits

Without an unboxing video we are unable to process a replacement or refund. We strongly recommend filming your unboxing for every delivery as a precaution.

Refunds & Replacements

If your return is approved, you may choose between a replacement item (subject to availability) or a full refund to your original payment method. Refunds are processed within 5–7 business days of approval.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Personalised or custom-made items (unless damaged or defective)
  • Products damaged due to misuse, wear and tear, or improper care
  • Sale or clearance items

How to Lodge a Return

  1. Email us at zenxdesigns17@gmail.com with your order number and unboxing video attached
  2. Our team will review your request within 48 hours and advise whether your return is eligible
  3. If approved and a physical return is required, ship the item back using a trackable method — return shipping costs are the customer's responsibility unless the item is faulty

Need Help?

We're always happy to help. Reach us at zenxdesigns17@gmail.com, via our contact page, or through our Facebook and Instagram pages.

Thank you for supporting a small local business — we genuinely appreciate every order. 💛