Return & Refund Policies

Eligibility

  • Returns are accepted within 14 days of delivery. Customers must notify ZEN Healthcare of their intention to return within 48 hours of receiving the parcel, including the reason for return.
  • Items must be unused, unopened, and in their original packaging.
  • We do not accept returns of medicines or items that show signs of usage. For hygiene reasons, certain products (e.g. skincare, cosmetics, health items) cannot be returned once opened.

How to Return

  • Send a return request to online@zenhealthcare.co.uk.
  • Pack the items securely in the original packaging.
  • Our support team will provide instructions and the return address.
  • ZEN Healthcare will provide a prepaid return label if the return is due to an error on our part.
  • For returns due to the customer's choice or mistake, the customer must pay the return postage.
  • If a prepaid label is provided, the customer must drop off the parcel at a Post Office or Royal Mail depot.

Refunds

  • A support team member will inspect the returned item and issue a full refund to the original payment method within 3–5 business days of receipt.
  • Partial refunds may be issued if the item is not in its original packaging, is not in resaleable condition, or a wrong item is returned by the customer.
  • If a customer sends a wrong item by mistake, they may exchange it for the correct product, but this must be arranged within 14 days of delivery.
  • No refunds or returns will be processed after 14 days from the date of delivery.

Exchanges

  • If ZEN Healthcare sends the wrong product, we will cover the return postage and the cost of sending the replacement.
  • If a customer orders the wrong product, they must pay for return postage and the cost of the replacement.
  • Customers should contact our support team within 48 hours of receiving the product to arrange an exchange.

Customer Responsibility

  • Customers are responsible for the cost and safe delivery of returns unless the item is faulty or there was an error on our part.
  • We recommend using a tracked delivery service for returns, as ZEN Healthcare cannot be held responsible for items lost in transit.

Faulty or Damaged Items

  • If you receive a damaged or faulty product, contact us within 48 hours of delivery.
  • ZEN Healthcare will replace or refund the item at no extra cost.

Contact Us

Zen Wellness Ltd T/A ZEN Healthcare
53 Beauchamp Place, London SW3 1NY
Company Registration Number: 09329216
Email: online@zenhealthcare.co.uk
Phone: 020 7225 1660