Dispute Policies
Zenfaze offers a comprehensive dispute resolution service and will appreciate your
cooperation in providing the necessary documentation:
Required Documentation for Disputes:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove
the products are damaged, please upload the video.
b. Screenshot of the email or dispute received including name, date and content. In
other words, a customer has sent the complaint (Through PayPal Dispute or other
Gateway, email, etc.).
c. The products need to be returned to Zenfaze if our Dispute Team asks for a return.
Except for important interpretation, Zenfaze will make Refund, Resend, or Accept the
Return for any of the following cases:
1. Orders Delayed
Orders lack of tracking information, in transit, pending, expired after 60 days counting
from the date that order departed from Zenfaze warehouse. Following countries and
shipping methods may be different:
a. For orders shipped to the USA, it is after 45 days counting from the date that order
departed from Zenfaze warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from
Zenfaze warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and Zenfaze liquid direct line to all countries,
Zenfaze will deal with your dispute for delayed orders after 100 days counting from the
date that order departed from Zenfaze warehouse.
d. For some special shipping methods, Zenfaze cannot deal with your disputes.
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it
pending because of insufficient address, package unclaimed, no such number, etc. It
will be much more convenient for clients to contact the local post office or go to the post office for delivery.
2. Orders Not Received
Zenfaze will not deal with the refund or resend if the tracking information shows the
order is delivered.
a. If your clients do not receive the package, a non-delivery certification issued by the
local post office with an official seal is necessary.
b. Tracking Information Alert. The tracking information shows Alert, the reasons are
listed as below:
● Incorrect/insufficient Address
● No Such Number
● Unknown recipient
● Refused
● Do not pick up in time
● No safe delivery location
● Uncleared customs
● Others
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, your clients need to pick up the package by
himself/herself. Otherwise, the product will be returned to the sender, our logistics
company. During the return, Zenfaze takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Zenfaze will put the
products to your private inventory and will not refund it when we receive the returned
items.
c. Zenfaze cannot offer refund or resend if you don't process the undelivered order or
package destroyed by logistics companies.
3. Products Damaged
● Zenfaze offers a full refund or replacement if packages arrived are badly
damaged.
● Zenfaze offers a partial refund or replacement if packages arrived are partially
damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, refund is highly recommended.
b. For damaged packing boxes, Zenfaze cannot offer any refunds or other after-sale
services due to the long-distant international delivery.
c. For ordinary products, your clients shall complain or open a dispute to you within 3
days after packages are delivered.
d. For electronic products, your clients shall complain or open a dispute to you within 7
days after packages are delivered.
e. For service products, Zenfaze refunds you the product's cost, which is the price in the
China market. If you have Zenfaze quality inspection service. Otherwise, Zenfaze will
not take any responsibility for them.
f. For private inventory products, Zenfaze will not take any responsibility for any
disputes arising from the natural loss, dampness, expiration, and so forth due to
long-term storage of products that have a shorter expiration date, such as beauty
products.
4. Incorrect or Missing Products
Zenfaze has a strict quality control process before products are dispatched. Zenfaze will
deal with incorrect or missing products as follows:
a. For incorrect products, Zenfaze offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc.,
Zenfaze offers a full refund or replacement.
c. For parts missing which doesn't affect product function, Zenfaze may refund partially or resend the missing part; for parts missing which affect product function, Zenfaze will resend the product only.
d. For accessories, Zenfaze will resend the accessories.
Notes:
For size problem, Zenfaze will appreciate it a lot if you can measure the product
according to the correct measurement method and provide us with a photo of the
measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation
For orders cancellation, Zenfaze offers a full refund before products have been
processed by warehouses. But things may be different for following orders:
a. After payment, POD orders cannot be cancelled as it is customized.
b. After payment, private inventory orders cannot be cancelled as it is special
products and only available for you.
c. After payment, video and photo orders cannot be cancelled as Zenfaze have
planned and prepared for you after payment.
Contact Information
For any questions regarding this return policy or to initiate a dispute, please contact
Zenfaze Customer Service (support@zenfaze.com)
This policy is effective as of the date of publication and may be updated periodically.