Please email firstname.lastname@example.org with your order number for any customer service inquiries. We will try our best to get back to you within 24 hours.
**IMPORTANT** There are no refunds on FREE ITEMS or the shipping costs associated with them.
HOW DO I RETURN AN ITEM?
- If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order.Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
- Only items purchased directly from www.thezeniverse.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
- Returned items must be in original packaging, including any accessories, manuals, and documentation.
- Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in the acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
- Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
- Returns made without a receipt may be refused. TheZeniverse reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team at email@example.com to start the return process.
Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund or shop credit will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment or processed through shop credit. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
Due to the purchasing selection of rare or limited inventory crystals and natural stones, the majority of our crystals and natural stones and stone sets are non-refundable and are FINAL SALE ONLY with no refunds or exchanges. We have this listed at the bottom of the product page if it is an active listing in the shop. If it is not an active listing, please contact us at firstname.lastname@example.org.
That being said, if you truly wish to ask if we can rectify the problem with your item, please contact us at email@example.com we’ll do our best to correct it or offer you shop credit. We always wish for our customers to be happy! Happy customers = happy karma and happy chi!
If you haven’t received a credit for your return yet, here’s what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Many orders are not available for cancellation once they are placed, but we will do our best to respond to your inquiry as quickly as possible to try to cancel the order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or canceled.