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, products and all accessories: 

  • Should in the same condition as received

  • Should be unused and not previous installed

  • Should be returned in their original packaging

Orders not eligible for returns:

  • Products purchased using store credit

  • Customised products

  • Open Box products

Our Return Process

Hassle Free Returns in 3 simple steps

1. Initiate 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. We will send you instructions on where to send the package.  Items sent back to us without first requesting a return will not be accepted.

2. Ship to Our Warehouse in Delaware

Return shipping costs are borne by the customer. Zenduce does not provide pre-paid return labels. Ensure that all components of all items being returned are thoroughly sealed in their original packaging, including all original packaging material.

3. Refund is Issued

 Refund to your original source of payment shall be issued within 3-5 business days of receipt.  Zenduce reserves the right to charge a restocking/refurbishing fee of 10% on returned items not in original condition. 

Other Policies

Open Box

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 while 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 tested (functional and in almost-new condition), should you have any issues with your open-box item, please feel free to reach out to us and we will ensure it is fixed.  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. 

Damages & Defects

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

Exchanges

We do not accept exchanges unless they are damaged/broken. If there are damages to the fixtures, please reach out to us, and we will help replace any damaged parts or the fixture based on the situation. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Note that return shipping costs will not be covered.

Cancellation Policy

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.

Got Questions?

Contact Us

Can I cancel my order while it is in transit?

Since we use third party carriers such as UPS, Fedex and DHL, cancellation while an item is in transit is not possible. You can send the products back to us for a full refund using our return process. 

Can I return the item in person?

Returns are currently not accepted in person. Products can be accepted through any courier with a valid tracking number. 

What happens if I receive a broken or defective item?

Whilst at Zenduce, we take great pride in ensuring each product is tested and inspected before dispatch, certain aspects such as handling during transit is outside our control may cause damages/defects. 

 

If you notice any damage when you receive your package, notify us right away; please send clear pictures of broken/damaged items along with the full packaging and shipping label, and we will arrange for prompt replacement parts at NO COST to you! 

 

You must send us an image/video of the broken/faulty product, inner and outer packaging to be eligible for replacement components. You must inform us of the faulty/damaged product immediately upon opening the package, and within 7 days of it being signed for otherwise we can not provide replacement for damaged/defective items. 

 

Please note - we do not provide refunds for damaged/faulty items but will gladly replace them for no cost to you and will make sure you are satisfied with your purchase.

Do I have to pay for the return of the damaged item?

We will be responsible for shipping costs and product replacements for those products that meet the following conditions:

A. Products with manufacturing defects or damages during transit that make it impossible to use even after installing replacement components provided by Zenduce.

B. Product received is totally different from the order

The buyer is responsible for shipping costs for any other reason not listed above.

How can defects or damages be identified?

Whilst all our fixtures go through a pre-dispatch inspection and testing, we strongly recommend each fixture is tested on ground by a licensed electrician before beginning the installation process.  

MONEY BACK GUARANTEE

Hassle free returns, damage compensation and exchanges within 30 days of receipt

CUSTOMISATION

Just like your favorite coffee, our in-house technicians can customize your order across hanging length, size and finish. Just contact us.

DIRECT FROM PRODUCERS

Our process eliminates middlemen to source high quality products at a fair price

US BASED CUSTOMER SERVICE

Responsive & Personalised Service from experts