We are sorry about that! Please check your goods for visible damage or defects as soon as possible after receipt and report any damage to us within 48 hours of receipt by email to support@zen-zone.ch.
What we need for a quick review
- Order number and item number
- Photos of the entire item as well as the damaged area
- Photos of the packaging
- A clearly legible photo of the shipping label
- A photo of the product label showing the item number
- A short description of the damage
Damage already visible upon delivery?
If possible, have the transport damage noted directly by the driver or on the proof of delivery and document it with photos. You do not have to automatically refuse acceptance.
Important: Keep the original packaging and all labels until the review is complete.
What happens next?
As soon as we have received all the information in full, we will review the case. If the complaint is justified, we will offer a suitable solution depending on the type and extent of the defect:
- Replacement of the affected item or component
- Repair or rectification (upon request)
- Store credit
We will determine which solution applies in the specific case after the review and get back to you.