Refunds & Returns

Refunds & Returns Policy

Last Updated: July 4, 2025

 

At Zen Basin, your satisfaction is important to us.  If you’re not completely happy with your purchase, we’re here to help.

 

Return Window

We offer a 14-day return policy, meaning you have 14 days from the date you receive your item to request a return.

 

Return Eligibility

To be eligible for a return:

  • Items must be in the same condition as when received: unused, with all tags attached, and in the original packaging.
  • You must provide a receipt or proof of purchase.
  • Returns must be requested and approved before being sent back.
  • Items sent back without prior approval will not be accepted.

To start a return, please email us at [email protected].  If your return is accepted, we’ll provide a return shipping label and instructions on how and where to send your package.

You can find out more information about the return proccess for your country below.

 

Damages & Issues

Please inspect your order upon arrival. If your item is defective, damaged, or if you receive the wrong item, contact us immediately at [email protected].  We’ll evaluate the issue and make it right as quickly as possible.

 

Non-Returnable Items

We do not accept returns for the following:

  • Self-care or hygiene products (e.g., beauty products)
  • Sale items or gift cards

If you have a question about a specific item, feel free to reach out before purchasing.

Country Specific Information

United States (US) & United Kingdom (UK)

If you’re located in the United States or United Kingdom, returns are still possible, but the process differs slightly due to logistics.

To initiate a return, please email us at [email protected] with your order number and the item you’d like to return.  If your return is approved, we’ll provide the return instructions, including the Canadian address where the item should be sent.

Once we receive the returned item in Canada, we will forward it to our warehouse partner for inspection and processing.

Return Shipping Fee

 

A flat return shipping and handling fee of $14.99 USD / £12.99 GBP will be deducted from your refund. This fee helps cover the cost of forwarding your item to our international fulfillment partner.

Important Notes:

  • You will be responsible for shipping the return to our Canadian address.
  • We recommend using a tracked shipping method to ensure safe delivery.
  • The entire return and refund process may take slightly longer due to international forwarding (typically 10–15 business days from when your return is received in Canada).

 

We understand that this process is far from perfect.  However, we are currently working on a more efficient returns system for our customers based in the US & UK.  We very much appreciate your understanding and patience!

Europe (EU)

For orders delivered within the EU, you have the legal right to cancel or return your order within 14 days, no questions asked.  The item must still be unused, with tags attached, and in the original packaging, with a receipt or proof of purchase.

If your return is accepted, we will provide a prepaid return shipping label.  A flat return shipping fee of $10.00 USD / €8.99 EUR will be deducted from your refund.

Refunds

Once we’ve received and inspected your return, we’ll let you know if the refund was approved.  If approved, your refund will be issued to your original payment method within 10 business days.

Please remember it may take additional time for your bank or credit card company to process and post the refund.

If it’s been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at [email protected].

Be sure to occassionally check this page for any updated information.

If you have any other questions about returns, exchanges, or refunds, feel free to reach out!