Return & Refund Policy
At ZENNIXN, our goal is to provide customers with a clear and reliable return experience.
This Return & Refund Policy applies to eligible purchases made through zennixn.com.
1. 30-Day Return Period
Customers may request a return within 30 days after confirmation of delivery for eligible orders.
Before returning any product, please contact our customer support team:
Email: service@zennixn.com
Our team will review your request, confirm eligibility, and provide applicable return instructions and return address information.
Please do not send products back without contacting us in advance.
Returns sent without prior authorization or sent to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product arrives damaged, defective, incorrect, incomplete, or other remedies apply under applicable laws, returned products should generally be:
- Unused or in like-new condition
- Free from customer-caused damage
- Unmodified
- Returned with all original components
- Returned with all included accessories
- Returned with any product documentation or care instructions included with the product (where applicable)
- Returned with original packaging whenever possible
Proof of purchase may be required, such as an order number or order confirmation.
Because many ZENNIXN products include natural materials, handcrafted details, decorative structures, artistic finishes, or delicate components, returned products should be carefully packaged to prevent damage during transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically mean that it cannot be returned.
However, where permitted by applicable laws, opened or used products may require inspection before return approval.
Returned products should not show signs of:
- Excessive use
- Misuse
- Customer-caused scratches, cracks, breaks, or other damage
- Unauthorized repairs
- Modifications
- Missing accessories or components
- Damage caused by improper cleaning, storage, handling, or use
For artistic decorative products, return eligibility may depend on whether the item has been displayed, altered, damaged, or used beyond reasonable inspection purposes, subject to applicable laws and product-specific return conditions.
If a product has suffered significant loss of value due to handling beyond what is reasonably necessary for inspection or evaluation, an appropriate deduction may be applied where permitted by law.
4. Non-Returnable Items
Where permitted by applicable laws, certain products may not qualify for preference-based returns, including:
- Customized or personalized products
- Gift cards
- Products clearly marked as final sale items
- Products damaged due to misuse or improper handling
- Products that have been modified or repaired without authorization
- Products missing essential components due to customer handling
- Other products clearly identified as non-returnable before purchase
Any product-specific exceptions will be stated on the relevant product page or communicated before return approval.
Nothing in this section limits statutory consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your ZENNIXN order immediately after delivery.
This is especially important for products containing:
- Natural jade materials
- Decorative sculptures
- Artistic surface finishes
- Handcrafted details
- Fragile decorative components
- Other delicate product elements
If your order arrives:
- Broken
- Damaged
- Defective
- Incorrect
- Missing accessories
- Missing components
- Incomplete
Please contact us as soon as possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photos of the product
- Photos of the inner protective packaging
- Photos of the outer packaging
- A photo of the shipping label, if available
- A short video demonstrating the issue, where applicable
For artistic décor products, a short video may be particularly helpful for reviewing:
- Structural damage
- Surface issues
- Material problems
- Product condition
- Packaging-related damage
After reviewing the provided information, we will provide appropriate next steps based on the circumstances, applicable policies, and consumer protection laws.
6. Basic Product Inspection Before Return
For certain product-related concerns, our customer support team may first provide reasonable product inspection or troubleshooting guidance.
This may include:
- Checking the product condition
- Confirming whether any damage occurred during transportation
- Reviewing product handling or care information
- Confirming whether the issue is related to materials, craftsmanship, or product condition
- Reviewing photos or other information provided by the customer
For artistic décor products, we may request additional photos or details to better understand the nature of the issue.
If a product is damaged, unsafe, or unsuitable for continued use or display, you should stop using or handling the product.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Customer selected the wrong product
- No longer wanting the product
- Product does not match personal preference
- Other reasons not caused by ZENNIXN
Customers are generally responsible for return shipping costs where permitted by applicable laws.
If ZENNIXN confirms that a product is:
- Damaged during transportation
- Defective
- Incorrectly shipped
- Incomplete
- Otherwise eligible for seller-paid return costs under applicable laws
We will provide appropriate return instructions or resolution options.
Please do not purchase expensive international return shipping before receiving instructions from our customer support team.
8. Original Shipping Fees
In general, original shipping fees are not refundable for preference-based returns unless:
- Otherwise specifically stated by ZENNIXN
- The return is caused by an error on our part
- The product is defective, damaged, or incorrectly shipped
- Refund of shipping fees is required under applicable laws
9. Return Address
Return addresses may vary depending on:
- Product type
- Shipping location
- Customer destination
- Warehouse location
- Logistics arrangements
- Reason for return
Therefore, please do not send products to our registered company address unless specifically instructed by our customer support team.
After your return request has been reviewed and approved, we will provide the correct return address.
10. Return Packaging
ZENNIXN products may include natural jade materials, decorative sculptures, handcrafted details, artistic finishes, or other delicate decorative components.
Customers should carefully package returned products to reduce the risk of damage during return transportation.
Where possible, please include:
- Main product
- Original accessories included with the order
- Product documentation or care instructions
- Original protective materials
- Original packaging
- Other items originally included in the order
Artistic décor products should be properly protected inside the package to prevent movement, impact, scratches, cracks, or other damage.
Customers are responsible for ensuring that preference-based returns are properly packaged for transportation.
11. Missing Accessories or Components
Where permitted by applicable laws, if a returned product is missing components originally included with the order, the refund amount may be reduced.
Examples include:
- Decorative components
- Product accessories
- Removable parts
- Product documentation
- Protective packaging
- Other included items
Any deductions will be assessed based on the specific circumstances and applicable laws.
12. Return Inspection
After receiving returned products, we may inspect them to confirm:
- Product identification
- Return eligibility
- Product condition
- Return reason
- Included accessories
- Included components
- Condition of materials, craftsmanship, and decorative details
Approval of a return request does not necessarily mean that a refund has been approved.
Refund approval may occur only after the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, refunds will generally be issued to the original payment method.
After ZENNIXN issues a refund, your bank, card issuer, or payment service provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable laws, appropriate deductions may be applied for significant loss of value caused by:
- Missing accessories
- Missing components
- Excessive use
- Customer-caused scratches, cracks, breaks, or damage
- Unauthorized modifications
- Unauthorized repairs
- Improper cleaning
- Improper handling
- Damage occurring after delivery
Any deductions will be assessed based on the specific circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because ZENNIXN products may be offered in different:
- Designs
- Sizes
- Materials
- Finishes
- Styles
- Product variations
A suitable replacement may not always be available.
If a direct exchange cannot be completed, the most effective option may be:
- Request a return of the eligible original product.
- Complete the approved return process.
- Place a new order for the desired product.
Please contact customer support before requesting an exchange.
16. Order Cancellation
If you would like to cancel an order, please contact us as soon as possible after placing your order.
Email: service@zennixn.com
We will make reasonable efforts to assist before the order enters processing.
However, once an order has entered:
- Processing
- Product preparation
- Protective packaging
- Fulfillment
- Shipping preparation
- Dispatch
we cannot guarantee that cancellation can be completed.
If the order has already been shipped, you may need to follow the applicable return process after receiving the product.
17. Refunds for Cancelled Orders
If payment has been processed and we successfully cancel your order, we will issue the applicable refund to the original payment method or another method permitted by the payment provider.
Your financial institution may require additional processing time before the refund is received.
18. Refused or Unclaimed Packages
Refusing a delivery does not necessarily result in a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so that we can review:
- Shipping status
- Carrier charges
- Product condition
- Return eligibility
- Other relevant circumstances
Where permitted by applicable laws, reasonable shipping or return costs caused by refusing or failing to accept a valid delivery may be deducted from a preference-based refund.
19. International Returns
International returns may involve additional costs, including:
- Return shipping fees
- Customs procedures
- Carrier requirements
- Documentation
- Transportation time
Artistic jade ornaments and decorative products may require additional protective packaging during international return transportation.
Please contact us before sending any international return.
Except where liability cannot legally be excluded, ZENNIXN is not responsible for unnecessary customs fees, duties, or shipping charges caused by failure to follow return instructions.
20. Consumer Rights
This Return & Refund Policy supplements, and does not replace, consumer rights provided under applicable laws.
Depending on your country, state, province, or region, you may also have statutory rights regarding:
- Defective products
- Product conformity
- Damaged products
- Repairs
- Replacements
- Returns
- Refunds
- Cancellation or withdrawal rights
Nothing in this policy is intended to waive or limit rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights than those described in this policy, those legal rights will continue to apply.
21. Contact Us
If you have any questions regarding returns, refunds, exchanges, damaged products, defective products, or order cancellations, please contact us:
Brand: ZENNIXN
Website: zennixn.com
Legal Entity:
Jiuquan Kangshi Wanhui Trading Co., Ltd.
Registered Address:
Shop 16, No. 561 Feitian Road, Xiyuan Economic Development Zone, Xibei Street, Suzhou District, Jiuquan City, Gansu Province, China
Unified Social Credit Code:
91620902MAE9BN1Q29
Customer Support Email:
service@zennixn.com
For any order-related questions, please provide your order number and the email address used during checkout.
For damaged artistic décor products, defective materials, or product-related concerns, please provide clear photos and videos where appropriate.
Please do not send complete payment card information, CVV/security codes, or account passwords through email.
zennixn.com is owned and operated by Jiuquan Kangshi Wanhui Trading Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.
ZENNIXN — Artistic Jade Décor Designed for Elegant Spaces.