Politique de remboursement
Return & Refund Policy
Last updated: September 17, 2026
ALL SALES ARE FINAL
All purchases from Zen Collection are final sale unless a remedy is required under applicable law or Zen Collection confirms that an order qualifies under the problem-order process described below.
Zen Collection does not accept returns, refunds, or exchanges because of change of mind, buyer's remorse, personal preference, an incorrect size selected by the customer, natural product variation, or because a customer later decides that they no longer want an item.
Please review product descriptions, measurements, sizing information, photographs, variation notices, materials, and other product-specific information carefully before completing your purchase.
Nothing in this Policy limits any consumer right or remedy that cannot legally be excluded or waived.
Digital Products
All digital downloads, electronic files, digital materials, downloadable content, and other digitally delivered products are final sale and non-refundable, except where applicable law requires otherwise.
If you experience a verified technical issue receiving or accessing a digital purchase, please contact Zen Collection so that we can assist with access or delivery.
Final-Sale Products
All Zen Collection products are final sale, including but not limited to crystals and minerals, jewelry, bracelets, chains, books, tarot and oracle decks, sale or discounted merchandise, gift cards, personal-care products, massage tools, meditation products, special-order products, personalized or customized products, and digital products.
A product being designated final sale does not remove any right or remedy that applies under law where an item is genuinely damaged, incorrect, materially not as described, or otherwise subject to a legally required remedy.
Bracelet and Jewelry Sizing
Customers are responsible for selecting the correct bracelet, chain, or jewelry size before placing an order.
Please review the sizing information provided on the applicable product page and measure carefully before purchasing.
Selecting an incorrect size does not qualify for a return, exchange, refund, complimentary replacement, or free remake.
If Zen Collection sends a size different from the size shown on the customer's confirmed order, please report the issue under the Damaged, Incorrect, or Missing Orders section below.
Where available, Zen Collection may choose to offer resizing or restringing as a separate paid service. Availability depends on the item and design. Any applicable service charges, replacement materials, and shipping costs are the customer's responsibility. Offering this service does not create a right to an exchange or free resizing.
Natural Crystals, Minerals & Product Variation
Natural crystals, minerals, stones, fossils, and gemstone products are inherently unique.
Natural characteristics can include variations in color, shade, transparency, pattern, shape, formation, inclusions, matrix, veins, pits, cavities, druzy areas, growth lines, surface texture, uneven surfaces, natural edges, and other naturally occurring characteristics.
These characteristics are not automatically defects.
Where a product listing uses representative or stock photographs and states that the customer will not receive the exact piece pictured, the photographs are examples of the product type and are not a representation that the piece received will be identical to the photographed example.
Where a listing states that an item is intuitively selected, Zen Collection will select one piece from the available inventory. Unless specifically promised in the listing or provided as a selectable option, a particular shape, shade, pattern, formation, marking, inclusion, or exact appearance is not guaranteed.
Natural variation that is consistent with the product listing is not grounds for a refund, return, exchange, replacement, or discount.
Where a listing expressly states Exact Piece, the customer will receive the specific individual piece shown.
Additional information will be provided in our Natural Crystals & Product Variation Disclaimer.
Damaged, Incorrect, or Missing Orders — 48-Hour Reporting Requirement
Customers are required to inspect their order promptly after delivery.
Visible shipping damage, a broken item received in the shipment, an incorrect item, or a missing item must be reported to Zen Collection within 48 hours of the carrier's recorded delivery time.
The 48-hour requirement allows Zen Collection to document the shipment accurately, verify its condition, review packing information, and pursue a carrier claim where applicable.
Claims submitted outside the 48-hour reporting period may be declined where Zen Collection is unable to reasonably verify the condition of the shipment or circumstances surrounding the claim.
The 48-hour reporting requirement does not limit any right that cannot legally be excluded under applicable law.
Photographic Evidence Is Required
Photographic evidence is required for damaged, broken, incorrect, or missing-item claims.
Customers must provide clear photographs showing the item received and the issue being reported, together with photographs of the outer shipping box or mailer, internal packaging, and shipping label.
For missing-item claims, Zen Collection may also require photographs showing the package and all contents that were received.
Additional photographs or information may be requested where reasonably necessary to investigate the claim.
Claims cannot be approved solely on the basis of a written or verbal description when photographic or other reasonable verification has been requested.
Failure to provide the required evidence may result in the claim being declined where Zen Collection cannot reasonably verify the reported issue.
Preserve the Item and Packaging
Do not discard, alter, repair, dismantle, use, dispose of, or send back an item involved in a claim unless Zen Collection provides instructions to do so.
Keep the item, outer shipping container, shipping label, and all internal packaging until Zen Collection confirms that its review is complete.
Removing or discarding evidence may affect Zen Collection's ability to investigate or verify the claim.
Returns Required for Approved Physical-Product Claims
Customers must not return merchandise without prior authorization from Zen Collection.
Where a physical product claim is approved for return, the product must be returned in accordance with the instructions provided by Zen Collection.
Where inspection is required, the returned product must be received and inspected by Zen Collection before an approved refund, replacement, or other applicable remedy is issued.
Unauthorized returns may be refused or returned to the sender.
Jewelry Breakage and Wear
Jewelry can be damaged through pulling, stretching, snagging, impact, excessive force, improper handling, accidental damage, exposure to inappropriate conditions, or ordinary wear over time.
A bracelet, chain, or other jewelry item breaking after it has been worn is not automatically evidence of a manufacturing or workmanship defect.
If you believe an item has failed because of a genuine manufacturing or workmanship issue, contact Zen Collection with your order information and clear photographs showing the complete item and the area of concern.
Zen Collection may require the item to be returned for inspection. Where inspection is required, no refund, replacement, repair, or other remedy will be approved until the item has been received and assessed.
Damage caused by pulling, stretching, snagging, impact, accidental breakage, misuse, improper care, modification, or normal wear and tear does not qualify for a complimentary replacement or refund.
Stainless-Steel Chains
Where a product is described as 304 stainless steel, Zen Collection supplies the product as described in the applicable listing.
304 stainless steel is selected for its durability and high resistance to tarnishing and corrosion. No jewelry material should be interpreted as being guaranteed against every possible form of discoloration, staining, physical damage, or environmental exposure indefinitely.
If a customer believes a chain has a genuine material or workmanship issue, photographic evidence and return of the item for inspection may be required before a remedy is considered.
A customer's personal opinion regarding the feel, weight, appearance, or perceived value of a product does not by itself establish that the item is defective or materially different from its description.
Zen Collection Errors
If Zen Collection sends the wrong item, the wrong size compared with the confirmed order, or otherwise makes a verified fulfillment error, please contact us within the applicable reporting period.
We will review the evidence and provide instructions for resolving the error.
Customers should not independently purchase replacement shipping, dispose of the item, or send merchandise back without receiving return instructions first.
Shipping Charges
Original shipping charges are non-refundable. Shipping fees paid at checkout are not returned or credited when an order is returned, refused, unclaimed, sent back because of an incorrect or incomplete address, or otherwise returned to Zen Collection for reasons attributable to the customer.
Any additional shipping or carrier charges required to resend an order are the customer's responsibility.
Shipping costs associated with customer sizing errors, optional paid resizing, or other customer-caused issues are the responsibility of the customer.
Where Zen Collection requires the return of an item because of a verified Zen Collection fulfillment error or another qualifying problem order, return-shipping arrangements will be provided as appropriate to the circumstances.
Where applicable law requires otherwise, those legal requirements will apply.
Refund Processing
Where a monetary refund is approved after any required return and inspection, Zen Collection will process the approved refund using the applicable payment method in accordance with the resolution of the claim.
Zen Collection's processing time and the time required by the customer's bank, card issuer, payment provider, or financial institution are separate.
Fraudulent, Misleading, or Unsupported Claims
Zen Collection reserves the right to investigate claims and request reasonable evidence necessary to determine what occurred.
Providing false information, submitting altered or unrelated photographs, misrepresenting an item's condition, intentionally damaging an item, or otherwise attempting to obtain a refund, replacement, credit, or other benefit through deception may result in the claim being declined and may affect Zen Collection's willingness to accept future orders, subject to applicable law.
Contact
For refund, damage, or order-related claims:
Zen Collection
Email: info@zencollection.ca
Phone: 705-794-5505
12 Ross Street
Barrie, ON L4N 1E7
Canada