Return and Refund Policy

At Zen Brew Collective, we take great care to ensure every order reaches you in perfect condition. Each item is checked before dispatch, and we work closely with our suppliers to maintain consistent quality standards.

However, as many of our products are handcrafted or naturally delicate, occasional issues such as breakage or minor faults in transit can occur. If this happens, we’ll make every effort to resolve the matter quickly and fairly.

Items Damaged or Faulty on Arrival

If your order arrives damaged, faulty, or with missing items, please notify us within 3 business days of delivery.

  • Contact us via email or chat with your order number and a brief description of the issue.

  • In most cases, we’ll ask for a clear photo showing the damage or fault.

Once verified, we’ll arrange a credit for the value of the affected item(s) or, where appropriate, provide guidance for returning the product. All returns or credits are processed in line with our supplier’s fulfilment procedures to ensure the fastest resolution possible.

Missing Items

If something from your order is missing, please let us know within 3 business days of receiving your parcel.

  • Include your order number and the missing item name/code.
    After verification, a credit will be issued for the value of the missing item.

Incorrect Items Received

If you receive an item you didn’t order, please contact us promptly. We’ll arrange collection or provide a prepaid return label, and if you were charged for the item in error, a full refund or credit will be applied once it’s returned and checked.

Items Ordered by Mistake

If you ordered the wrong product or too many items, please let us know within 3 working days of delivery.

  • You’ll receive a simple Returns Form to include with your return.

  • Return postage is the buyer’s responsibility, and the original shipping fee will be deducted from any credit issued.

If needed, we can assist by arranging a collection service for a small fee (for UK mainland customers).

Hygiene & Safety Items

For hygiene reasons, certain personal or skin-contact items (such as earrings or similar accessories) cannot be returned once opened or used. Unopened items in original packaging may be eligible for return at our discretion.

Our Commitment

Your satisfaction means everything to us. We handle all returns, replacements, and credits as swiftly as possible, ensuring that every situation is resolved with care and fairness.

If you have any questions, please contact our support team — we’re always happy to help.