Thirty days, a real address in Texas, and a written answer to the only four questions that matter: who pays return shipping, where the package goes, how long the refund takes, and whether we charge a restocking fee.
Effective date: July 31, 2026
Summary
| Item | Our policy |
|---|---|
| Return window | 30 days from the delivery date |
| Condition required | Unused, uninstalled, with original packaging and tags intact |
| Return address | 602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA |
| RMA required | Yes — email us before you ship anything |
| Restocking fee | None |
| Refund timing | 5-7 business days after we receive and inspect the item |
| Refund method | Back to your original payment method |
How to start a return
- Email us. Send your order number and the reason for the return to support@zendendecor.com. If the item arrived damaged or wrong, attach photos.
- Wait for your RMA number. We reply within 24 business hours with a Return Merchandise Authorization number and the shipping instructions that apply to your case.
- Pack and label. Write the RMA number on the outside of the box. Packages that arrive without an RMA number cannot be matched to an order and cannot be refunded.
- Ship to Texas. Send the package to 602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA, and email us the tracking number.
Please do not ship anything to our Hong Kong address. That is an administrative address with no staff and no receiving. Packages sent there will not reach anyone who can process them.
Who pays for return shipping
| Situation | Who pays return shipping | Original shipping refunded |
|---|---|---|
| Item arrived damaged | We do — prepaid label sent to you | Yes |
| Item is defective | We do — prepaid label sent to you | Yes |
| We sent the wrong item | We do — prepaid label sent to you | Yes |
| You changed your mind | You do | No |
| Item did not fit your space or match your room | You do | No |
When the fault is ours, the return costs you nothing. Report damage, defects, or a wrong item within 48 hours of delivery so we can document it with the carrier while a claim is still possible.
What we cannot accept
- Items that have been installed, mounted, wired, drilled, or otherwise modified
- Items returned after the 30-day window has closed
- Items missing their original packaging, hardware, or tags
- Gift cards
- Items marked final sale at the time of purchase
- Custom or personalized products made to your specification
Home improvement items are a special case worth stating clearly: once a fixture has been mounted or wired, we cannot resell it and cannot accept it back for a change of mind. Test-fit before you install. If a product turns out to be defective, installation does not void your right to a remedy — email us and we will make it right.
Exchanges
We do not process direct exchanges. Return the original item for a refund and place a new order for the item you want. This gets the replacement to you faster than holding the new order until the return arrives.
Cancelling an order
Email us within 24 hours of placing your order and we will cancel it in full if it has not yet left the warehouse. After that point the order is in the carrier's hands and has to be handled as a return.
Refunds
Once your return reaches Grand Prairie we inspect it and issue the refund within 5-7 business days. The refund goes back to the card or account you paid with; we cannot redirect it elsewhere. After we release the refund, your bank or card issuer typically takes another 3-10 business days to post it to your statement. That second stretch is outside our control.
We will email you when the refund is issued. If more than 10 business days pass after that email and you still do not see it, contact us and we will send you the transaction reference to give your bank.
Late or missing refunds
Check your bank statement first, then contact your card issuer, since posting times vary by institution. If neither turns anything up, email support@zendendecor.com with your order number and we will trace it.
Return address
Ship authorized returns only, with the RMA number written on the box, to:
Zen Den Decor Returns
602 Fountain Parkway Suite B
Grand Prairie, TX 75050
United States
Again: do not send returns to Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong. That address is for correspondence only.
Questions
Email support@zendendecor.com and we reply within 24 business hours. You can also use our contact form, which reaches the same inbox and gets the same 24 business hour reply.