Refund policy

Returns

We accept returns only for products purchased directly from Zenco.com that are:

  • unopened,
  • unused, and
  • in the original sealed packaging.

Return requests must be made within 14 days of delivery.

To request a return, customers must provide:

  • proof of purchase, and
  • a clear photo showing the product in its sealed, unopened box.

Opened products are not eligible for return.
If the seal has been broken, the product cannot be returned.

Customers are responsible for return shipping costs. Zenco does not provide return labels.

Returns sent without approval may be refused. Products purchased from authorized retailers are subject to that retailer’s own return policy.


Limited Warranty

Authentic Zenco devices purchased from Zenco or an authorized retailer are covered by a 1-year limited warranty against defects in materials and workmanship under normal use.

Important: Products returned for warranty inspection must be cleaned before shipment. Excessively dirty or clogged returns may be subject to a $100 cleaning and handling fee.

If a valid warranty claim is approved, Zenco may replace the product with the same model or, if unavailable, a comparable replacement product. Zenco does not repair devices and does not provide refurbished replacements.

This warranty does not cover:

  • glass,
  • coils, atomizers, screens, filters, or other consumable parts,
  • charging cables, adapters, and accessories,
  • damage caused by drops, misuse, liquids, improper cleaning, unauthorized modifications, or normal wear and tear.

To submit a warranty claim, customers may be asked to provide:

  • proof of purchase,
  • photos or videos of the issue, and
  • troubleshooting details.

If inspection is required, customers are responsible for shipping the product to Zenco.

Returned products must be emptied, cleaned, and securely packaged before shipment.

Customers are expected to perform basic cleaning before returning a product for inspection. Basic cleaning means removing visible residue and buildup before shipment. If a returned product is excessively dirty, clogged, or blocked by residue or buildup, and that condition prevents or delays testing, diagnosis, or warranty evaluation, Zenco may charge a $100 cleaning and handling fee where permitted by law.

This warranty applies only to authentic Zenco products purchased from Zenco or an authorized retailer.