Return and Refund Policy
Zen Paradise, Inc. guarantees that if the product has a manufacturer's defects in the product within the first 3 years we will replace the product. "Manufacturers defects" are defined to be defects caused due to issues with the manufacturing of the product. It does not apply to normal wear and tear of the product. The defective product must be returned with a written explanation of the defect. Include your contact information. Zen Paradise, Inc. does not warranty the finish or normal wear in the finish. Teak wood finishes will naturally patina to a silvery gray finish. Zen Paradise, Inc. also does not warranty wood “checking”. These are small natural cracks in the wood grain that can result in the aging of wood. Zen Paradise, Inc. does not warranty normal product wear or industrialized use of the product.
We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If the return is not due to our error, or a manufacturing defect, the customer will be responsible for paying the return freight on the product. This warranty policy is subject to change.
Return Policy for Zen Paradise Marketplace:
Zen Paradise offers one of the strongest manufacturers warranty in the industry. We stand behind the quality of our products and want satisfied customers for life, so our happy customers will continue to purchase from us and recommend us.
To Return Products:
Packaging the product for return:
All returns must have a return authorization number. You can obtain the RA number by calling customer service at (805) 324-4936. The return authorization number must be printed on the shipping label and within the package. The customer should take care to package the product so that no further damage occurs during shipment. We'll notify you via e-mail of your refund once we've received and processed the returned item.
To receive full credit, the product should be returned in its original packaging with all the provided materials, and hardware. The product should be packaged carefully to avoid any further damage during shipment. Products that are not returned in their original packaging will be subject to a 15% restocking fee. Refund Time:
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Call or email regarding any questions:
* Accidental orders or Delivery Refusal will be subject a 15% fee. If a customer purchases the wrong item the customer will be responsible for all shipping charges. As well with any package that is Refused upon delivery, the customer will be responsible for all shipping charges to and from. These charges will be deducted from the refund. --------------------------------
Additional Return Policies for Tile:
We do not take partial returns. We must receive back in good condition the full quantity originally ordered. Mark the box with the original po # and return, making sure the boxes are repacked well, so the material arrives to us in good condition. Any damaged material and shipping must be paid for.READ BEFORE INSTALLATION:
Zen Paradise products are made of natural stone materials with naturally occurring variations in color, shape, and size. Check all boxes to make sure materials are correct before installation. Zen Paradise is not responsible or liable for any materials after installation. Claims of variation in shade or defects of any kind will not be considered after tiles are installed. Please contact Zen Paradise if there is a problem with your order, prior to installation.