Refund policy

Here at Zenli, we are committed to providing quality products that create a beautiful space for connection and comfort for you and your family.

 

Defects / Product Issues:

 

For manufacturing faults, you are covered by a 12-month defect warranty. Please email to inform us of the issue, and we will arrange for a replacement product to be sent to you, or a suitable solution as discussed on a case-by-case basis.

 

You are covered for all circumstances covered by Australian consumer guarantees. However, staining, marks, sweat stains, grease, spills, and any and all damage or wear and tear caused by the customer are not covered under warranty. Failing to follow care instructions of the product will also void any warranty, including incorrect cleaning practices. You must have original proof of purchase and be the original purchaser for the warranty to apply. 

 

Change of Mind:

 

If you have changed your mind, you are welcome to return or exchange your product within 30 days of receiving it (excludes international orders) – however this is only applicable if you have not removed your product from its original packaging (including plastic compression packaging).

 

Customers will be responsible for the cost of shipping + a return and restock fee which will be discussed via email and calculated based on location and shipping requirements. We will provide a return label when required and costs deducted from the refund amount.

 

Memory Mats and Billow Crash Pads that have been removed from their compression packing, unfortunately, cannot be returned for Change of Mind.

 

Due to the nature of these products and the significant increase in size once removed from packaging, it makes returns prohibitive. We are also unable to guarantee the quality of the product for resale if it has been removed from packaging, and we are not willing to compromise on quality for each of our valued customers. For these reasons, we are unable to accept Change of Mind returns once removed from packaging.

 

To help avoid disappointment, we strongly recommend measuring your space to make sure you order the correct size to suit your home. At Zenli, we aim to provide ample photographic and product video examples to support customers in making their design selection before purchasing.

 

Please note, there can be slight differences in the appearance of designs (eg. lighting, saturation) across different devices and screens, which may mean the colouring differs slightly in your home to what you’ve seen online. There can also be slight colour variations that occur through the process of printing and manufacturing, though we endeavour to have as much consistency as possible. As such, we make a point on the product page to remind customers that colours may differ slightly to what they have seen online.

 

Initiating a Return:

 

To initiate a return, please first contact Zenli directly to have your return approved, after which you will receive return instructions. Contact must be initiated within 30 days of receipt of your order. The return must be posted by you within 14 days of Zenli approving the return. Returns must be sent with Australia Post via registered mail. The customer is required to cover the cost of return shipping. 

 

Please contact us to initiate a return at: hello@zenli.com.au

Unapproved returns will not be accepted.

 

Changes to Orders:

 

Due to our same day dispatch, changes to your order after ordering (such as cancellations, size changes, design changes, or change of shipping address), are not able to be fulfilled. Please take extra care to place the correct details when ordering.

If you have purchased a product on pre-order, please contact us prior to dispatch if you would like to request a change to your order, which can generally be accommodated.

 

Postage and / or Processing Fees:

 

We may require a restocking, postage and/or processing fee (usually $45 per Memory Mat depending on location). Refused or uncollected deliveries will attract an additional shipping charge, payable by the customer. This includes orders that have not been picked up from local post offices which will be returned to our warehouse after approximately 7 days. All orders require signature for delivery.

 

Missing or Lost Items:

 

For missing orders or items lost in transit by Australia Post, please contact us within 50 days of the item being sent so that we can remedy the situation.

 

Returns During Sale Periods and Orders Including Bonuses or Giveaways:

 

Orders that attract bonus benefits or products will not be eligible for returns (ie. if you unlock a Gift with Purchase for ordering 2 items, we will not accept returns that negate the eligibility of the bonus). This also includes orders that have attracted higher discounts due to the contents or value of the order.