a) Returns

We generally do not accept returns, and purchases cannot be reversed.
In the case of a justified complaint, we offer the customer – in accordance with our Terms & Conditions – one of the following solutions, depending on the situation:

- Repair
- Replacement
- Reasonable price reduction
- Store credit

To submit a complaint, the customer must send us a clear written explanation by email, including photos.

Without photos, we are unfortunately unable to process the request.

Contact: support@zen-zone.ch

b) Defects and Complaints

If a product is delivered damaged or a defect is discovered, it must be reported within 48 hours of receipt.

After reviewing the complaint, we offer – if justified:

- Replacement
- Repair
- or store credit

A refund of the purchase price is excluded.

c) Conditions for a Return in Case of Incorrect Delivery

A return is only possible in the case of incorrectly delivered goods.
To accept and process the returned item properly, the following conditions apply:

- The original packaging must be complete and undamaged
- The product must be unused
- Photos of the item and packaging must be included

In such cases, we will, of course, ship the correct item immediately.

d) Exceptions

There is no right of return – in accordance with Swiss law and our T&C – for:

- furniture items that are individually ordered, produced, or reserved
- custom-made products tailored to customer specifications
- products that cannot be returned for hygiene reasons

e) Return Address

The return address is provided exclusively upon request via
support@zen-zone.ch

Please do not send any unapproved returns. Without prior approval, we do not accept returned goods and cannot be held liable for damaged or lost items sent back without our consent.

A return is only possible after prior review and explicit confirmation from our customer service team.

f) Warranty & Liability

Our general Terms & Conditions apply. Liability is limited to intent and gross negligence. Liability for minor negligence, indirect damages, loss of use, or loss of profit is excluded to the extent permitted by law.