Refund policy
At ZENX DIGITAL, we want you to be satisfied with your purchase. If you are not completely happy with your order, this Return & Refund Policy explains when and how you can request a return, replacement, or refund.
This policy applies to purchases made through the ZENX DIGITAL online store and does not affect any statutory rights you may have under UK consumer law.
1. Your Right to Cancel
If you are a consumer purchasing online in the UK, you generally have the right to cancel an eligible order within 14 days of receiving your goods, without having to provide a reason.
To exercise your cancellation right, you must notify us within the applicable 14-day cancellation period.
After notifying us, you should return the product within the applicable legal timeframe.
Certain products may be excluded from cancellation rights where an applicable legal exception applies.
2. Return Conditions
For a return to be accepted, the product should be returned in a condition that allows us to assess it appropriately.
Where applicable, please ensure:
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The product is securely packaged.
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All relevant accessories are included.
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Original packaging is included where reasonably possible.
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Any manuals, cables, adapters, or other included components are returned.
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The product has not been unnecessarily damaged or altered.
For electronic devices, customers should remove their personal accounts, passwords, SIM cards, memory cards, and personal data before returning the product.
Your statutory rights are not affected if the original packaging is unavailable.
3. Faulty or Defective Products
If your product is faulty, defective, damaged, or does not work as reasonably expected, please contact us as soon as possible.
Depending on the circumstances and applicable UK consumer law, we may offer:
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A repair
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A replacement
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A refund
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A price reduction
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Another legally applicable remedy
We may ask for photographs, videos, or other reasonable information to help us assess the issue.
Nothing in this policy limits your statutory rights regarding faulty or defective goods.
4. Incorrect or Missing Products
If you receive an incorrect product or an item is missing from your order, please contact us promptly.
Please provide:
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Your order number
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Your name
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Details of the issue
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Photographs of the received product or package where relevant
After reviewing the issue, we will arrange an appropriate solution.
5. Damaged Products
If your product arrives damaged, please contact us as soon as possible after delivery.
We recommend taking photographs of:
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The outer packaging
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Any visible damage
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The product
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The shipping label
Please keep the original packaging until the issue has been resolved, as it may be required when investigating the delivery damage.
6. How to Request a Return
To request a return or cancellation, please contact us before sending the product back.
Send your request to:
Email: zenxdigitaluk@gmail.com
Phone: +44 7903739519
Please include your:
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Full name
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Order number
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Product name
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Reason for the return, where applicable
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Preferred resolution, where appropriate
We will provide return instructions if a return is required.
Please do not send products to an address without first contacting us, as this may delay the processing of your return.
7. Return Shipping Costs
Where you exercise a statutory cancellation right, return shipping arrangements and costs will be handled in accordance with applicable UK consumer law.
Where a product is faulty, damaged, incorrect, or otherwise covered by a legal remedy, ZENX DIGITAL will handle return shipping costs as required by applicable law.
For voluntary returns that are not required by law, any applicable return shipping costs will be communicated to you before the return is processed.
8. Refunds
Once an eligible return has been received and assessed, we will process the applicable refund.
Where a statutory cancellation applies, refunds will generally be issued using the original payment method.
Where required by law, refunds will normally be made without undue delay and within the applicable legal timeframe.
Your payment provider may require additional time to make the refunded amount available in your account.
9. Deductions from Refunds
Where legally permitted, a refund may be reduced if the value of the goods has been diminished because the product was handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality.
For example, unnecessary damage, misuse, or excessive handling may affect the refund amount where the law permits such a deduction.
This does not affect your statutory rights regarding faulty or defective products.
10. Refunds for Cancelled Orders Before Dispatch
If you cancel an eligible order before it has been dispatched, we will make reasonable efforts to stop the order from being shipped.
If payment has already been taken, the applicable refund will be processed using the original payment method.
11. Products That Cannot Be Returned
Certain products may be subject to legal exceptions to cancellation rights.
These may include products that are:
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Personalised or made to your specifications
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Sealed products that are not suitable for return for health or hygiene reasons once unsealed, where applicable
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Digital content supplied in circumstances where cancellation rights have been legally waived or otherwise excluded
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Other products falling within an applicable statutory exception
If an exception applies to a particular product, the relevant information will be provided where required.
12. Exchanges and Replacements
Where appropriate, we may offer a replacement instead of a refund.
Replacement availability depends on product availability.
If the same product is unavailable, we may offer an alternative solution or refund where appropriate.
13. Unwanted or Change-of-Mind Returns
If you simply change your mind about an eligible online purchase, you may have a statutory 14-day cancellation right under UK consumer law.
Products should be returned within the applicable timeframe and in accordance with the requirements described in this policy.
Any applicable deduction for diminished value will be handled in accordance with UK consumer law.
14. Promotional Products and Discounts
If a returned product was purchased using a discount, promotion, voucher, or special offer, the refund will be calculated based on the amount actually paid, subject to applicable law and the terms of the promotion.
Where multiple products were purchased as part of a promotional offer, returning one item may affect eligibility for the promotion.
15. Non-Receipt of Refund
If you have been notified that your refund has been processed but the money has not appeared in your account, please:
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Check your original payment method.
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Contact your bank or payment provider.
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Contact ZENX DIGITAL if the refund still cannot be located.
Please allow reasonable processing time for your bank or payment provider.
16. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any rights you have under applicable UK consumer protection law.
If a provision of this policy conflicts with a mandatory consumer right, the applicable legal right will prevail.
17. Contact Us
For return, refund, cancellation, replacement, or product-related enquiries, please contact us:
ZENX DIGITAL
Email: zenxdigitaluk@gmail.com
Phone: +44 7903739519
Please include your order number whenever contacting us about an existing order so that we can assist you more efficiently.
ZENX DIGITAL