Returns and Refunds
We want you to feel confident ordering from NewZen. Please read the conditions below before requesting a return.
Return Window
You may request a return within 30 days of delivery. To be eligible, the item must be unused, unopened, and in its original packaging with all included parts and accessories.
How to Request a Return
Before sending anything back, email support@newzenstore.com with your order number and the reason for the return. We will review the request and provide the correct return instructions and return address. Returns sent without prior authorization may not be accepted.
Damaged, Incorrect, or Incomplete Orders
If an item arrives damaged, incorrect, or incomplete, contact us within 7 days of delivery. Include your order number and clear photos of the product, packaging, and shipping label. After review, we will arrange an appropriate replacement, missing-part shipment, or refund. When a return is required because of our error or transit damage, we will provide or reimburse reasonable return shipping as instructed by our support team.
Change-of-Mind Returns
For an approved return that is not caused by damage, an incorrect item, or our error, the customer is responsible for return shipping. Original shipping charges and return shipping costs are non-refundable unless required by applicable law.
Items That Cannot Be Returned
For product safety and quality reasons, opened or used incense powder, incense ash, burned incense, and other opened consumable products cannot be returned unless they arrived damaged, defective, or incorrect. Used burners, molds, or tools that show signs of use are also not eligible for a change-of-mind return. Any mandatory consumer rights under applicable law remain unaffected.
Refund Processing
We will inspect approved returns after they arrive. If the return is accepted, the refund will be issued to the original payment method within 5 business days. Your bank or payment provider may require additional time to post the refund.
Order Changes and Cancellations
Contact support@newzenstore.com as soon as possible if you need to change or cancel an order. We can only make changes before the order has been prepared for shipment. Once an order has been dispatched, the return conditions above apply.
Incorrect or Incomplete Addresses
Please provide a complete and accurate delivery address, including an apartment or unit number where applicable. Additional shipping charges caused by an incorrect or incomplete address may be the customer's responsibility, except where prohibited by applicable law.
Contact
For return or refund assistance, email support@newzenstore.com. Please do not return an item until you have received return instructions from our support team.