Terms & Conditions

About Us

Zen Wellness Ltd, trading as ZEN Healthcare, is a UK-based health and beauty retailer. Company Registration Number: 09329216. Our registered address is 53 Beauchamp Place, London SW3 1NY.

Contact us: online@zenhealthcare.co.uk | 020 7225 1660

By placing an order with ZEN Healthcare, you agree to these Terms & Conditions.

1. Products

ZEN Healthcare sells over-the-counter health products and health and beauty products, including Fragrance, Skincare, Makeup, Haircare, Bath & Body, Men's products, Pharmacy & Health, Nutrition, and Mother & Baby. Products must be used as per instructions and for personal use only.

2. Orders & Payment

  • All orders must be paid in full before processing.
  • Payment methods accepted: Debit/Credit Cards, PayPal, Apple Pay, Google Pay.
  • Prices include VAT where applicable.

3. Delivery & Collection

  • All shipping times and rates apply once payment is confirmed and a correct, complete address is provided.
  • Delivery may be delayed if the courier cannot validate the address, access the property, or receive a response.
  • Customers should provide clear delivery instructions and any access codes in the notes section of the order.
  • International customers are responsible for duties, taxes, and customs fees. ZEN Healthcare is not liable for customs delays or disposal if the customer fails to respond.
  • Delays may also occur in rural areas or due to extreme weather. ZEN Healthcare cannot accept responsibility for these delays.
  • Tracking numbers are provided for all applicable shipments; customers should monitor their tracking updates.
  • Local Delivery is available for addresses within London Zones 1 and 2 only, at a cost of £14.99. Orders placed before 2pm (Monday–Friday) will be delivered the same day. If your address falls outside Zones 1 and 2, please select an alternative shipping method or contact us for a quote. If Local Delivery is selected but the address falls outside Zones 1 and 2, we reserve the right to cancel the order or request additional shipping costs before dispatch.
  • Click & Collect is available free of charge from 53 Beauchamp Place, London SW3 1NY. Orders placed before 2pm (Monday–Friday) will be ready the same day; orders placed after 2pm will be ready the following working day. Customers will receive a "Ready for Pickup" email and must bring their order confirmation as proof of purchase. Collection hours: Monday–Friday, 9am–5pm.

Countries We Ship To:

  • Europe: Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland
  • North America: Canada, USA
  • Asia: Japan, Singapore, South Korea, UAE, Saudi Arabia, India

4. Return & Refund Policy

  • Returns are accepted within 14 days of delivery. Customers must notify ZEN Healthcare 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 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. Otherwise, the customer must pay return postage.
  • If a prepaid label is provided, drop off the parcel at a Post Office or Royal Mail depot.

Refunds

  • Full refunds are issued to the original payment method within 3–5 business days of receipt and inspection.
  • Partial refunds may be issued if the item is not in its original packaging, not in resaleable condition, or a wrong item is returned.
  • 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 return postage and the cost of the replacement.
  • If a customer orders the wrong product, they must pay for return postage and the replacement cost.
  • Contact our support team within 48 hours of receiving the product to arrange an exchange.

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.

5. Liability

  • ZEN Healthcare is not responsible for indirect or consequential losses, including loss of profit or business.
  • We are only liable for direct loss or damage caused by our negligence.
  • We do not accept liability for delays outside our control, including courier issues, weather, or customs delays.

6. Governing Law

These Terms & Conditions are governed by English law. Any disputes will be resolved in the courts of England and Wales.

7. Contact

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