AFTER-SALES SUPPORT
A clear route from product concern to resolution.
The accepted quotation and order acknowledgement contain the terms for a specific order. This page explains the information ZEN normally needs to assess a return, shortage, transit issue or product claim.
Contact ZEN before returning goods
Do not send products back without written return authorization and shipping instructions. Include the buyer name, order or invoice reference, ZEN article code, affected quantity, date discovered and a concise description. Photos, video, measurements, packing records and the carrier report may be requested.
Transit damage, shortage or incorrect goods
Inspect deliveries promptly and report an issue within the period stated in the order documents. Retain the products and all original packaging while the claim is reviewed. Visible transit damage should also be recorded with the carrier. Acceptance of a claim depends on the evidence, delivery term and applicable carrier procedure.
Standard products returned for convenience
A convenience return is available only when ZEN agrees it in writing. Products must remain unused, unaltered, unmarked and in their original saleable packing. Authorization may include an inspection, restocking or freight charge. Goods sent without approval may be refused or held at the sender's cost.
Custom, marked and private-label products
Made-to-order, modified, buyer-branded, specially packed or otherwise customized products cannot normally be returned for convenience. ZEN will still assess a supported claim that the goods have a manufacturing defect or do not conform to the specification accepted for the order.
Warranty scope
Unless the accepted order states a different written warranty, coverage is limited to defects in material or workmanship and conformity with the agreed specification under normal intended use. The buyer must follow applicable use, cleaning, sterilization, maintenance and storage instructions and ensure that products are suitable and legally permitted for the buyer's market and use.
What is outside warranty coverage
Coverage does not extend to normal wear; consumable or sharpenable working surfaces reaching the end of service life; misuse; impact; overloading; alteration; unauthorized repair; unsuitable chemicals; improper cleaning, sterilization or storage; corrosion caused by care conditions; or use outside the agreed purpose. Fair wear and an inherent product life are not manufacturing defects.
Assessment and remedy
ZEN may request samples or independent evidence and will assess the goods against the agreed article, approved reference and order specification. For an accepted claim, the appropriate remedy may be repair, replacement, credit or refund as stated in the applicable contract. Return freight and disposition are confirmed after assessment. Nothing on this page limits rights that cannot lawfully be limited.