Website: zensmilestudio.com
Business Name: Zen Smile Studio
Effective Date: 14 July 2026
Last Updated: 14 July 2026
At Zen Smile Studio, we want you to shop with confidence. If you are not completely satisfied with your purchase, we’re here to help.
This Refunds & Returns Policy explains when and how you can return products purchased from zensmilestudio.com, the conditions that apply, and how refunds are processed.
1. Return Eligibility
You may request a return within 30 calendar days from the date your order is delivered.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned in the original packaging, including any protective materials.
- Include all accessories, manuals, and complimentary items (if applicable).
- Be free from damage caused after delivery.
- Be accompanied by proof of purchase, such as your order confirmation or receipt.
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
Unless required by applicable law, the following items cannot be returned:
- Products that have been used, worn, or damaged after delivery.
- Products with missing parts not caused by our error.
- Products that have been modified or altered.
- Gift cards or promotional vouchers.
- Clearance, final sale, or marked “non-returnable” items.
- Personalized or custom-made products.
- Items returned without prior authorization where authorization is required.
Where local consumer protection laws provide additional rights, those rights will apply.
3. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive:
- A damaged item,
- A defective product, or
- The wrong product,
please contact us within 7 calendar days of receiving your order.
To help us resolve the issue quickly, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product.
- Photographs of the packaging (if applicable).
Once verified, we may, at our discretion:
- Replace the item,
- Send the correct product,
- Repair the product (where applicable), or
- Issue a full refund.
4. How to Initiate a Return
To request a return:
Step 1
Email us at:
Include:
- Full name
- Order number
- Product(s) being returned
- Reason for the return
- Photos if the item is damaged or defective
Step 2
Our customer support team will review your request and provide return instructions, including the appropriate return address if your request is approved.
Step 3
Package the item securely and send it back using a trackable shipping service whenever possible. We recommend retaining proof of shipment until your return has been processed.
5. Return Shipping Costs
If the return is due to:
Our Error
Examples:
- Wrong item shipped
- Defective product
- Damaged during shipping
We will cover reasonable return shipping costs or provide a prepaid return label where available.
Customer Preference
Examples:
- Changed your mind
- Ordered the wrong item
- No longer wanted the product
The customer is responsible for return shipping costs unless otherwise required by law.
Original shipping charges are generally non-refundable unless the return is due to our error or required by applicable law.
6. Refund Process
After receiving your returned item, we will inspect it to confirm it meets the return requirements.
If approved, your refund will be processed to the original payment method used for the purchase.
Refunds are typically issued within 10 business days after the return has been approved. Depending on your payment provider or financial institution, it may take additional time for the funds to appear in your account.
You will receive an email notification once your refund has been processed.
7. Partial Refunds
In certain situations, we may issue a partial refund if:
- The product is returned with minor signs of use.
- Parts, accessories, or packaging are missing.
- The item is returned in a condition that reduces its resale value, provided this is permitted by applicable law.
Any deductions will be reasonable and communicated to you before the refund is finalized.
8. Exchanges
If you would like a different product, color, or style, please contact us.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer:
- A refund,
- Store credit (where offered), or
- An alternative product with your agreement.
9. Order Cancellations
Orders may be cancelled before they have been processed for shipment.
Once an order has been dispatched, it cannot usually be cancelled. In that case, you may request a return after delivery in accordance with this policy.
10. Refused Deliveries
If a shipment is refused without a valid reason or returned because incorrect delivery information was provided, we may deduct:
- Return shipping costs,
- Customs or import charges incurred,
- Any other reasonable costs associated with the failed delivery,
where permitted by applicable law.
11. International Orders
Customers are responsible for any customs duties, import taxes, VAT, or similar charges imposed by their local authorities unless otherwise stated at checkout.
If an international order is returned due to unpaid customs charges, any refund may be reduced by shipping fees, customs costs, and other charges incurred, where permitted by law.
12. Fraud Prevention
To protect our customers and business, we reserve the right to refuse returns or refunds where we reasonably suspect fraudulent activity, abuse of this policy, or repeated excessive return behaviour, subject to applicable consumer protection laws.
13. Consumer Rights
Nothing in this policy limits or excludes any statutory rights you may have under applicable consumer protection laws.
Where local laws provide greater protection than this policy, those legal rights will prevail.
14. Changes to This Policy
We may update this Refunds & Returns Policy from time to time.
The latest version will always be published on our Website with the updated “Last Updated” date.
15. Contact Us
If you have any questions or need assistance with a return or refund, please contact us:
Zen Smile Studio
Website: zensmilestudio.com
Email: [email protected]
Business Address:
D1-18-11, Jalan BBLS2, South Ville City, Selangor, Malaysia
We aim to respond to customer enquiries within 2 business days.