Sh’Zen USA will be happy to accept returns on any unused and unopened items within 30 days of receipt. For hygienic reasons, to ensure the purity of our products we do not accept returns on opened or used merchandise.

In some cases, Gift with Purchase items must be sent back unused and unopened with your returning items in order for a full refund to be processed. When the Customer Care Center receives your return request, they will notify you if your Gift with Purchase must accompany your return.

All returns must be accompanied by a Return Authorization for identification purposes. Returns that are not authorized will experience delays in processing.

To receive a Return Authorization Form, please email our Customer Care Center at returns@shzenusa.com and provide the following information:

1. Order number (the 5 digit number found on your order confirmation email)
2. The names of the items you wish to return
3. Reason for return

Returns that are received with proper authorization will be refunded within 2-3 weeks of receipt. The refund will be processed to the same credit card or Paypal account that was used to pay for the order, and may take up to 10 business days to appear on your statement depending on your financial institution. When the refund is processed, you will receive an email notification from Sh’Zen USA providing you with a verification number for your records.

Please note that original shipping charges are not refundable and that return shipping charges are the customer’s responsibility except in the case of carrier damage or an error by Sh’Zen USA

Damages

Any claims for carrier damaged items must be submitted to our Customer Care Center within 5 business days after receipt of your delivery.

Sh’Zen USA can not be responsible for, nor issue a refund for any carrier damaged goods if notified more than 5 business days after the date of delivery. To ensure a prompt resolution to your situation, please keep the box, packing materials, and the damaged items for inspection by the carrier.

Any refund or re-ship will be processed following inspection of the product.

Sh’Zen USA will refund your shipping charges for items that were damaged in transit.

Exchanges

We regret that we do not offer exchanges on returned products at this time. Your new item must be purchased through a new transaction