Refund policy

Welcome to the ZENE Bricks Return & Refund Policy page. Please read the following instructions carefully before returning the product to us. You can also contact our customer service. One of our customer sales representatives will be happy to help you.

Our cancellation policy:
1. If your order has not been shipped yet, you can CONTACT US or use the Chat with us on our website for a full refund or replacement of the product (If you want to cancel the order, please be sure to complete it before shipping).
2. If your order has been shipped, please contact us before refusing delivery. Items must be returned in original condition (unused and unopened).

Quality related problems
By signing time:

Within 3 months	Replacement provided free of charge.
Within 1-year	Free repair; shipping fee applies.
More than 1 year	Contact us to discuss your case. We will provide the most suitable solution.

How to launch this process:
1. Please write to our email ([email protected]) indicating which item has a problem. Please also write your first and last name, order number and attach a clear picture of a product.
2. Please provide evidence if the product is not working as described (if remote or sound is not working it has to be a video), 

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.

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 gas. Please get in touching if you have questions or concerns about your specific item.

Unfortunately, we only accept returns for unused items in original condition.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will re-deliver the goods soon.

1. Contact us
2. Apply for refund
3. Going to your order history and select the item. Discuss the issue with the us and see possible solutions. If you can't come to an amicable agreement after contacting the us, simply raise a claim by opening a dispute within 15 days following the delivery of your order or the end of the package receipt confirmation period (as listed in your order details).

To be eligible for a return
we have a 15 days return policy. Your item must be located in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can CONTACT US. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to submit your package. Items sent back to us without first requesting a return will not be accepted. 

If confirmed it is unintentional, which means you have 15 natural days after receiving your item to ask for a return.
* Please ensure that items are returned in their original condition, unused, and in the original packaging (unless the item is defective or damaged).

For return shipping costs:
- If the item is defective, damaged, or incorrect, the seller will cover the return shipping fee.
- If the return is due to personal reasons (e.g., change of mind, ordered wrong item), the buyer is responsible for the return shipping fee. 

How to launch this process:
1. Returns must be presented within 15 days of receipt. 
2. Please write to our email ([email protected]) saying which item you would like to return stating clear reason. Please also write your first and last name, order number and attach a clear picture of a product you got.
3. We will provide the correct return address based on your location (default is your shipping address from your order). We will be able to help you accord to your mail.
4. We will notify you once we’ve received and inspected your return and tell you that if the refund was approved or not. If approved:

- Your refund will be issued to your original payment method
- Processing time is typically 5–10 business days (depending on your bank or payment provider)

Please note:
- Original shipping fees (if any) are non-refundable unless the return is due to our error (e.g., defective or incorrect item)
- No restocking fees will be charged for eligible returns.

Please remember it can take some mins for your bank or credit card company to process and post the refund too.

MONEY BACK GUARANTEE
We promise your money back if the item you received is not as described, or if your item is not delivered. You can get a refund 15 days after the claim process finishes. This guarantee is additional to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in your country of residence.

Contact Info

PHONE: +86 18681046765 EMAIL: [email protected] BUSINESS ADDRESS: 108 Fort Eddy Rd, Concord, NH 03301, United States * Please note that this is not a direct return address