Refund policy

Zenlight Return and Refund Policy

Order Changes and Cancellations

To cancel or modify an order, contact us at sales@zenlighthk.com. If the item hasn’t been shipped, cancellation is free. Once shipped, changes or cancellations are not possible, and the product return procedure must be followed.

Non-Defective (Change of Mind) Returns

For a change-of-mind return, request within 7 days of delivery by contacting support@zenlighthk.com.

  • Conditions: The item must be unused, in its original, unopened packaging.
  • Shipping Costs: You pay return shipping unless the item is defective or incorrect.
  • Process: Returned items are inspected for damage or use. If approved, a refund (minus original shipping fees) is issued.
  • Opened Items: Not eligible for change-of-mind returns unless defective.

Defective Product Returns (Within 7 Days)

Inspect products upon receipt. For defects within 7 days of delivery, you’re eligible for a refund or exchange.

  • Process: Contact support@zenlighthk.com with proof of purchase (e.g., order ID) and defect evidence (photos/videos). Return the item in original packaging with all accessories.
  • Shipping Costs:
    • Zenlight covers return shipping for large defective items (e.g., ceiling lights).
    • You pay return shipping for small items (e.g., desk lamps).
  • Not Eligible: Items in functional condition but unsatisfactory in appearance or other non-defective aspects, or if misused, damaged, or altered.
  • Resolution: If verified, we’ll refund to your original payment method or replace the item (subject to availability).

Defective Products (After 7 Days)

After 7 days, no refunds or exchanges are offered. Issues may be covered by warranty.

  • Process: Contact support@zenlighthk.com with order and issue details. For Zenlight-distributed products, we handle warranty claims. For others, contact the manufacturer directly.
  • Exclusions: Warranty excludes misuse, accidents, damage, or wear and tear. Warranty terms vary by product; check product documentation.

Contacting Aftersales Support

For all inquiries, contact: support@zenlighthk.com.

Additional Terms

Zenlight may charge fees before approving refunds/returns and reserves the final decision.

  • If a gift was included and the return invalidates its eligibility, return the gift, or its retail value will be deducted from the refund.
  • Non-returnable: Opened items (except defective), customized items, and final-sale items.