Returns & Exchanges Policy
【7-Day Reflection Period】
With the exception of items excluded by statutory regulations (such as perishables, custom-made items, newspapers/periodicals, unsealed audio/video software, game cards, and unsealed personal hygiene products), you are entitled to a 7-day reflection period starting from the day the product arrives (including weekends and holidays).If you need to request a return, please contact our customer support within this 7-day period and provide the following information: Name, Order Number, Phone Number, Product Name, Reason for Return, and Photos. Our team will assist you with the process upon receipt.
Email: sales@zenagi.tw
LINE Official Account: @zenagi
【ZENAGI Unboxing & Damage Guarantee】
- Unboxing & Missing Parts: To protect the rights of both parties, we highly recommend recording a video of the entire unboxing process. If you find any missing accessories (e.g., filters, fireproof mats), please send the unboxing video and order number to our customer support within 7 days of receipt. Once verified, we will immediately send the missing items to you.
- Glass Dome Protection: ZENAGI rigorously applies impact-resistant packaging prior to shipping. If you discover the glass dome is cracked during your "initial unboxing," please keep it in its original condition and contact our customer support with your unboxing video and photos within 48 hours. We will replace it with a new glass dome free of charge. Should the glass be accidentally broken during subsequent use or cleaning, we also offer individual glass dome replacements for purchase as part of our after-sales service.
【Return Guidelines】
1.Returned products must be completely unused and free of any man-made damage, stains, or malfunctions. The 7-day reflection period is intended for you to evaluate the product, it is strictly not a trial period. Because ZENAGI purifiers and consumables are sensitive to scent residue, we can only accept returns if the product is in its complete original packaging (including the outer box, main device, glass dome, consumables, user manual, and all accompanying accessories or gifts).
2.We cannot accept returns under the following conditions:
- Requests made beyond the 7-day reflection period.
- The product has been opened and used, or damaged by human factors (e.g., stains, malfunctions, wear and tear, scratches, dirt). (Note: If the incense has been lit, or if the filter/fireproof mat has been unsealed and absorbed any scent, it will be considered "used" and cannot be returned).
- Incomplete product packaging, missing invoice, or missing accessories.
- Malicious or abusive bulk returns.
【Return Process】
Contact Customer Support → Confirm Eligibility → Prepare the Complete Product & Invoice →Provide Pickup Time, Contact Info, and Address → Our Designated Courier will Collect the Package.
【Refund Details】
- Credit Card: Once the return is successfully processed, the refund will be issued directly back to the original credit card used for the purchase.
- Cash on Delivery (COD): Once the return is successfully processed, the refund will be transferred to a designated bank account provided by you.
【Exchange Guidelines & Process】
Exchanged products must be unused and free of any man-made damage, stains, or malfunctions. Please retain the complete original packaging (including the outer box); otherwise, exchanges will not be accepted.
Process: Upon mutual agreement to proceed with an exchange, please process a return for your original order and place a new order on our website. We will only issue an invoice or refund for any price difference. If there is no price difference, no further billing action is required.
