Everything below is what actually happens when you order, written plainly. If anything here does not match your experience, email us and we will sort it out.
Where we ship
We ship across Malaysia, from our own warehouse. Delivery is free, with no minimum spend — including Sabah and Sarawak. No East Malaysia surcharge, which is not something every brand can say.
If you are outside Malaysia, message us at hello@zenso.store before you order and we will tell you honestly whether we can get it to you.
How quickly it leaves us
Orders are packed and dispatched from our warehouse within 24 hours. Your tracking number is sent to you within the same 24 hours, so you are never left wondering whether the order went through.
Once it is with the courier, delivery normally takes 1 to 3 working days depending on where you are and which courier is handling your area. That part is in their hands rather than ours, so we give you the tracking number and you can watch it move.
Orders placed on Sunday or a public holiday are dispatched the next working day.
If your order has not arrived
Check the tracking link first — most delays are a failed delivery attempt or an address the courier could not find. If tracking has not moved for more than 3 working days, email us at hello@zenso.store with your order number and we will chase the courier ourselves. You should not have to do that part.
Damaged, wrong, missing or not authentic
If what arrives is damaged, incomplete, not what you ordered, or you have any doubt that it is genuine ZENSO product, we replace it. No argument, and no asking you to prove you deserve it.
This covers boxes that are crushed, leaking, or opened in transit; the wrong product or the wrong flavour; a missing item from your set; and anything where the packaging or seal does not look right.
What to do:
- Email hello@zenso.store with your order number and a photo of the problem, including the outer box if it was damaged in transit.
- Please do this within 7 days of delivery while the courier's record is still open — it makes the claim far easier for everyone.
What happens next:
- We confirm your case within 1 to 2 working days.
- We dispatch the replacement, and the courier takes the usual 1 to 3 working days.
- If we need the affected item back, we arrange the pickup and we pay for it. You are never out of pocket for a problem we caused.
- If we genuinely cannot replace the item, we refund it instead.
Changing or cancelling an order
Because we dispatch within 24 hours, tell us as soon as you can. Email hello@zenso.store with your order number — if it has not left the warehouse we can still change the address or cancel it. Once the courier has collected it, we have to wait for it to arrive before we can help.
A note on what this page does not cover
This page is about getting the product to you in good condition. It is not a results guarantee, and we are not going to pretend otherwise.
What we promise on results is different, and it is a person rather than a payment: a qualified dietitian stays with you through your 30 days, reads your body assessment before day one, and rewrites your plan when it stalls. If the month does not go the way you hoped, she keeps working with you at no extra cost — beyond the 30 days if that is what it takes. That is how Wellous has operated since 2016.
That promise only works if you are in it with her. She can only adjust what she can see, so it does depend on you replying to her check-ins and telling her what is actually happening. If you go quiet, she cannot do her half.
Talking to a human
Email: hello@zenso.store
Hours: Monday to Saturday, 9am to 6pm (Malaysia time)
Messages that arrive outside those hours are answered the next working day. We would rather tell you that than promise you a reply at midnight and not deliver it.
Nothing on this page limits any right you have under Malaysian consumer law.