Refund policy
Our promise
We want you to feel completely comfortable ordering from Zzzential. If something goes wrong with your order, we'll make it right.
Eligibility
You're eligible for a replacement or a full refund — if:
- Your order arrives damaged or defective
- Your order never arrives, or tracking shows no delivery within 30 days of shipment
- You received the wrong item
Because our products are personal-care and nursery items, we're unable to accept change-of-mind returns once an order has shipped. If you're unsure about anything before ordering, ask us through our Contact Us page — we'd rather answer twice than have you order unsure.
How to request a refund or replacement
- Contact us through our Contact Us page within 30 days of your order's delivery (or expected delivery), and include your order number.
- For damaged, defective, or incorrect items, attach a photo or short video clearly showing the issue. You don't need to ship anything back — the photo is all we need.
- We'll review and respond within 24–48 hours with your resolution.
Refunds
Approved refunds are issued to your original payment method within 2–3 business days of approval. Depending on your bank or card provider, it may take an additional 5–10 business days for the funds to appear on your statement.
Late or missing refunds
If your refund was approved but hasn't appeared: first check your bank account again, then contact your credit card company (posting can take several days), then your bank (processing time varies). If you've done all of this and still haven't received it, contact us and we'll chase it down with you.
Cancellations
Need to cancel or change an order? Contact us as soon as possible with your order number. If your order hasn't shipped yet, we'll cancel and refund it in full. Once an order has shipped, it can no longer be cancelled, but the eligibility rules above still apply.
European Union & UK — 14-day cooling-off period
If your order is shipped into the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. The item must be in the same condition you received it — unused, with tags, and in its original packaging — and you'll need your receipt or proof of purchase. Contact us through our Contact Us page to arrange it.
