Refund policy
Returns Policy
Any items in new, unopened condition, and with all tags attached can be returned for a full refund within 30 days after we receive your order. No orders will be refunded after that time has passed. Store credit may be offered based on unique circumstances.
We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Damaged or lost items during transit can either be replaced by us free of charge or refunded to the original payment method used.
To complete your return, we require a receipt or proof of purchase.
Please send your purchase back to our business address, not the manufacturer or it will be rejected.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Refunds Policy
To initiate a refund ticket. Please email our support staff at support@zenknee.com with your order number, tracking number, and shipping address. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5-7 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@zenknee.com
Exchanges (if applicable)
We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, send us an email at support@zenknee.com
Shipping
To return your product, contact us directly at support@zenknee.com and we will provide you with a shipping address to send the product to.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Please note that our shipping carriers (UPS, FEDEX, USPS, DHL, etc.) may not be able to ship your order to a P.O. box. If you select a P.O. box address, we may have to reship your order to another shipping address. Refunds will not be provided if an alternative address cannot be provided.
100% Money-Back Guarantee
We offer a 100% money-back guarantee on all products that are defective or damaged during shipping. If you do not like it, no worries! We'll make it right.
After you open the return ticket (by emailing us at support@zenknee.com with your order number, tracking number and shipping address), please upload a picture of the item you ordered with the original packaging if the issue is regarding product quality or incorrect sizing issues.
Our Returns Policy timeframe is 30 days from when an order arrives at your address.
Once your order has passed 30 days, we can not offer a refund or exchange. This applies to original orders only, not exchanged orders.
The Zen Knee 30-Day Money Back Guarantee is intended to be used as a trial. We do not accept returns if the customer changes their mind on the order.
All tags must be attached in order to be legible for a refund/exchange.
Please feel free to contact us about returns at support@zenknee.com
Canceling An Order
If you would like to cancel an order, please contact us within 4 hours of purchasing. You can only cancel your order within that time period.
If you are unsatisfied with your order - please contact our support and we will do our best to help you out!
Zen Knee Warranty
Our one-year warranty applies to any damages done to our products by the user or from wear and tear. This warranty can be used once to send you a replacement product at no cost besides the varied shipping cost to reach your address. Customers must reach out to our support staff at support@zenknee.com in order to activate their warranty. Subject line for this email should read "Warranty Replacement for Order #[insert order #]," followed by your name and address in the body text of the email.
