Return & Refund Policy

We are dedicated to ensuring that each of our customers finds joy in their selected products. Nevertheless, if you are unhappy with your purchase, please feel free to contact us at hello@zenbymei.com or +601158683155 to initiate a return within 30 days of delivery. Return shipping costs are the responsibility of customers unless Zen by Mei has shipped an incorrect or defective/ damaged item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags/labels, and in its original packaging. You’ll also need the receipt or proof of purchase. Used items are ineligible for return. We are unable to provide refunds for items that have clearly been used, even if they are returned to us. Please note that any rejected items will not be reshipped and will be disposed upon receipt.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You are responsible for covering the shipping costs when returning your item voluntarily. Upon request, we can provide a prepaid return shipping label and deduct the cost from your refund.

Please ensure to use a traceable shipping method when sending your item back as we cannot be held responsible for any items that do not arrive back to us. We cannot assume responsibility for items that are lost in the mail when being returned.

You can always contact us for any return question at hello@zenbymei.com or +601158683155.

Damages and issues
We guarantee a 1-to-1 replacement or full refund for items deemed defective, damaged or if wrong item is received, within 30 days of delivery. Please inspect your order upon reception, and should you find any defects, damages in transit, or receive the wrong item, kindly notify us immediately. This will enable us to promptly address the issue and ensure your satisfaction. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.

Exchanges
The fastest way for you to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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 14 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 14 business days have passed since we’ve approved your return, please contact us at hello@zenbymei.com or +601158683155. 

The original shipping charge (where applicable) and system processing fee are not refundable when the item is returned voluntarily. Where a prepaid return shipping label is provided to the customer by Zen by Mei, the return shipping cost will be deducted from the refund unless there is a problem with the item where Zen by Mei is at fault.