Refund policy

 

Generally we will only accept returns on defective goods.  
To be eligible for a return you must notify us within 30 days of delivery. You’ll also need the receipt or proof of purchase.

For returns of other non-defective goods; these will be considered on a case-by-case basis.  Returns of undergarments, such as underwear, will not be accepted if the package is opened.  Other returns are to be in good usable condition unworn and unused.  Notification must be received within 15 days of delivery.  You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@zenapura.com. Please note that you will need to email us to get the address to ship to.

If your return is accepted, we’ll send you a return shipping label for defective or damaged items, 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.  All other items accepted for return are to have return shipping paid by the customer.

You can always contact us for any return question at info@zenapura.com.

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.  Provide photos and description of the damages.  Damages are to be noted at the time of delivery.

Exceptions / non-returnable items
Certain types of items cannot be returned if not defective, such as built in items such as saunas, red light panels and beds, and customized products (such as special orders or personalized items), personal care goods (such as beauty products and underwear).  Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Red Light Equipment Return Policy:

 

Red Light Therapy Equipment — Returns, Cancellations & Damage Claims

Non-returnable. Red light therapy beds are custom-configured, freight-shipped equipment and are not eligible for return for any reason other than manufacturer defect, regardless of whether the unit has been unboxed, assembled, or used. This includes but is not limited to buyer's remorse, sizing or space issues, and finding a lower price elsewhere.

Order cancellation. Orders may be cancelled free of charge within 24 hours of purchase. After 24 hours, or once an order has entered production, picking, or shipping — whichever comes first — cancellations are subject to a 25% restocking and processing fee, deducted from the refund. Orders that have already shipped cannot be cancelled; the customer may refuse delivery, in which case return freight costs and the 25% restocking fee will be deducted from the refund.

Delivery damage claims. Any damage discovered upon delivery must be reported to info@zenapura.com within 48 hours of delivery, with dated photos of the damage, the packaging, and the shipping label. Claims reported after 48 hours, or without photo documentation, may be declined. Approved damage claims will be resolved via replacement parts, a replacement unit, or a refund at Zenapura's discretion, at no cost to the customer.

Manufacturer defects. Defects discovered after the delivery-damage window (i.e., not shipping-related) are handled under the product's warranty, not this return policy. See [warranty terms] for coverage periods and process. Defect claims made during the return-eligible window that are shipping-related follow the damage-claims process above; those made afterward are routed to warranty support.

Return shipping. Where a return or refusal is accepted (cancellation-after-shipment, refused delivery, or an approved exception), the customer is responsible for outbound and return freight costs unless the return is due to a confirmed Zenapura shipping error or manufacturer defect, in which case Zenapura covers freight both ways.

Chargebacks. Customers who believe there is an issue with their order are asked to contact info@zenapura.com first so we can resolve it directly. Filing a chargeback for an order that was delivered as described, or for delivery delays outside our control, may be treated as fraudulent and contested with the card issuer using our order, delivery, and communication records.

Restocking fee. A 25% restocking fee applies to any cancellation processed after the 24-hour window, and to any accepted return exception approved at Zenapura's discretion. This fee covers freight, inspection, and requalification of the unit for resale.

Exchanges
Exchanges on like for like goods for size or color changes are accepted if original product is unused.

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 info@zenapura.com.