Refund policy

This policy explains when we replace an item, when we refund it, and where the limits are. It is written plainly on purpose.

Before your order is dispatched

We dispatch within 24 hours, so tell us quickly. Email hello@zenso.store with your order number — if it has not left the warehouse we can change the address or cancel it and refund you in full.

Damaged, wrong, missing or not authentic

If what arrives is damaged, incomplete, not what you ordered, or you have any doubt 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 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.

What happens next:

  • We confirm your case within 1 to 2 working days.
  • We dispatch the replacement; 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.
  • If we genuinely cannot replace the item, we refund it instead.

Change of mind

Because these are consumable food supplements, we cannot accept returns of opened products, or of unopened products where we cannot be certain how they have been stored. This is a safety position rather than a commercial one — you would not want to receive a supplement that had been in someone else's house either.

If your order is unopened, unused and still sealed, contact us within 7 days of delivery and we will consider a return case by case. Return postage for a change of mind is yours; postage for a problem we caused is ours.

How refunds are issued

Approved refunds go back to your original payment method. Your bank or payment provider usually takes 5 to 10 working days to show it, which is outside our control.

What this policy does not cover

This is about getting the product to you in good condition. It is not a results guarantee, and we will not pretend otherwise.

What we promise on results is a person rather than a payment: your ZENSO Consultant stays with you through your 30 days, reads your body assessment before day one, and adjusts your plan when it stalls — with our in-house dietitian, nutritionist and the MRBA panel behind her. 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 promise only works if you are in it with her. She can only adjust what she can see, so it depends on you replying to her check-ins and telling her what is actually happening.

Nothing in this policy limits any right you have under Malaysian consumer law.