Refund policy

Last Updated: September 24, 2026

At Zenprep, we want our customers to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within 30 calendar days of receiving your order, subject to the conditions outlined below.

30-Day Return Policy

Customers may request a return within 30 calendar days of receiving the product.

To be eligible for a return, the product must:

Be in new and unused condition.
Be in its original condition and packaging, where applicable.
Be free from damage, stains, odors, or signs of excessive use.
Include all original accessories, parts, and materials that were included with the order.

Returns requested after the 30-day return period may not be accepted, except where required by applicable law.

Return Method

All approved physical returns must be sent by mail to the return address provided by our customer service team.

Please contact us before sending any product back. Do not send a return to our business address unless our customer service team specifically instructs you to do so.

How to Request a Return

To request a return, please contact our customer service team within 30 days of receiving your order.

Please provide:

Your order number.
The name of the product you wish to return.
The reason for the return.
Photos of the product, if requested.

After reviewing your request, we will provide the appropriate return instructions.

Return Shipping Costs

For returns due to a change of mind, incorrect selection, or another reason not caused by a product defect or shipping error, the customer is responsible for the return shipping cost.

For products that arrive damaged, defective, or incorrect due to an error on our part, Zenprep will provide appropriate return instructions and will not require the customer to bear the return shipping cost where applicable.

We do not charge a restocking fee for approved returns.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or different from the product you ordered, please contact us as soon as possible after delivery.

Please provide your order number and clear photos or other information showing the issue when requested.

After reviewing the situation, we may provide an appropriate resolution, which may include a replacement or refund.

Refunds

Once an approved return is received and inspected, we will process the applicable refund.

Approved refunds will generally be issued to the original payment method used for the purchase.

We generally process approved refunds within 5–10 business days after receiving and inspecting the returned product.

After we issue the refund, the time required for the funds to appear in your account may depend on your bank, credit card issuer, or payment provider.

Exchanges

If you would like to exchange an eligible product, please contact us within the 30-day return period.

Exchange availability depends on product availability. If the requested replacement is unavailable, we may provide a refund or another appropriate resolution.

Non-Returnable Situations

A return may not be accepted when:

The return request is submitted more than 30 days after delivery.
The product has been used beyond what is reasonably necessary to inspect it.
The product has been damaged after delivery due to customer handling.
The product has been altered or modified by the customer.
Essential parts or accessories are missing due to customer use or handling.

These limitations do not affect consumer rights that cannot legally be excluded or limited under applicable law.

Order Cancellation

If you need to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before an order is processed or shipped. Once an order has been processed or shipped, cancellation may no longer be possible, and the return procedure above may apply.