Refund policy
At Zen Essentials Hub, we want you and your pet to love your new gear. We understand that sometimes things don’t work out, so we’ve made our return process as straightforward and stress-free as possible.
30-Day Policy We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Start a Return To start a return, you can contact us at support@zenessentialshub.com. Please note that returns will need to be sent to the following address: 1720 Lombard St Philadelphia, PA 19146.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs Customers are responsible for return shipping costs, unless the item is found to be defective or damaged. To help us process your request quickly, please include photos or a video of the product showing the damage or defect when you first contact us. This allows us to evaluate the issue and determine the best way to make it right.
Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as custom products (such as special orders or personalized items) and personal care goods (such as beauty products). Unfortunately, we also cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@zenessentialshub.com.