REFUND POLICY

Change or Order Cancellation

If you change your mind after placing your order and want to request for a change/cancellation of your order, you can do so by emailing support@zenduce.com within 24 hours of placing the order. If this time has lapsed, you would still have the option to return this back to our warehouse once delivered to be eligible for a refund.

Return Policy

Our products are eligible for returns within 30 days from the date of the delivery. We cannot accept returns after 30 days. 

To be eligible for a return, your item should not be customized and must be in the same condition it was received. The item must be unused, not previously installed and include all items that were in the original package. All items must be returned in their original packaging. 

Zenduce does not provide pre-paid return labels in case of change of mind. Customers will be responsible for return shipping to our warehouse in Delaware. Once the item reaches us in an unused condition, refund shall be issued.  Zenduce reserves the right to charge a restocking/refurbishing fee of 10% on returned items not in original condition.

As an exception to the above, certain products are eligible for free returns within the United States. These products can be identified through the Free Returns banner mentioned just below the Add to Cart button on each product page. A pre-paid label shall be provided for those specific products 

If the item has been used and shows signs of wear and tear or has damages, only store credit will be issued. Store credit is non refundable. Unfortunately, we cannot accept returns on customized orders, gift cards, store credit or warranty purchases. 

Open Box Items

Open-box items are an excellent way to shop for items while getting a great deal! Open-box items are typically returned goods by customers, inspected by our warehouse staff team and then restocked at a considerable discount. No customizations can be made for open-box items. You will still get the warranty when purchasing the open-box items. However, they are final sales and non-refundable. While we do our best to ensure all open-box items are reviewed (functional and in almost-new condition), should you have any issues with your open-box item, please feel free to reach out to our customer care team so we can assist in arranging any replacements if needed. Should you, in any event, want to exchange for a brand new item, you would be responsible for any difference in price. Open box orders are not eligible for returns or refunds.

Warranty

Selected fixtures will have warranties when you purchase them. Note that the warranty only covers manufacturing defects and does not cover any normal wear and tear or wrong installation. Zenduce reserves the right to ask for evidence (including photos and/or videos) of the defective parts and replace the parts based on our discretion. Only one incident is covered. Our products (including LEDs and excluding light bulbs) are covered by manufacturer warranty so any defects during this period shall be addressed with free replacements following provision of necessary proofs. 

Defective or Damaged Products

We tirelessly work with our suppliers to ensure our products are of the highest quality and delivered in a safe packaging. In rare cases you receive a defective or damaged product, please contact us and we will ensure replacement parts are sent promptly and free of cost. Any issues should be reported no later than 7 days from the delivery date and before commencement of the installation. Please note any return / replacement requests of damaged / defective pieces cannot be accepted unless it is reported 7 days from the delivery date.  For more info, refer to our Damages Policy

Return Process

Follow these 3 easy steps to return any portion of your order:

1. Process Your Return

• To initiate a return request, simply login to your account, click on Orders, choose the items you prefer to return, include a reason and raise a return request.
• Once your return is approved, a Customer Experience Specialist will process your request and provide a shipping address for you to ship to for the return. 
• Items sent back to us without first requesting a return will not be accepted.

2. Packaging

• Ensure that all components of all items being returned are thoroughly sealed in their original packaging, including all original packaging material.

3. Shipping

• Before shipping, please take pictures of inside and outside of the packages as records to show that products are indeed in its original condition. We strongly suggest having insurance just in case that package is damaged during the shipping process back to us.
• Feel free to ship the product back to us with your choice of the shipping carrier. If you choose signature Required when delivery, please do make sure that the shipping agent allow us to sign on the back of the notice so that they can re-deliver without any issue. After shipping it, please take a picture of the receipt along with the tracking number and send it to us at support@zenduce.com

How long will my refund take to process?

Once your parcel reaches us, please allow 3 business days for your refund/exchange to be completed. We will send you an email confirming when this is done. We offer refunds to your original payment method when the item(s) is returned to us.