Refund policy

1. Returns for Rented Equipment

  • All rental gear must be returned by the return date specified in your order confirmation.

  • Returns must include all original accessories, packaging, and parts in the condition they were received.

  • Please use the prepaid return label provided (if applicable) or return the item using the same carrier service.

  • Customers are responsible for ensuring gear is securely packaged to prevent damage during return shipping.

2. Late Returns

  • If your rental is not shipped back by the return date, a late fee of $[X] per day will be charged to your payment method on file.

  • After [X] days overdue, the gear will be considered unreturned, and you will be charged the full replacement value.

3. Refunds for Subscription or Points Purchases

  • Subscription fees and points purchases are non-refundable once billed.

  • If a rental booking is canceled:

    • 48+ hours before ship-out date → Points will be refunded to your account.

    • Less than 48 hours before ship-out date → Points will not be refunded.

4. Damaged or Missing Items

  • Upon return, all items are inspected.

  • You are responsible for:

    • Repair costs for minor damage (scratches, dents, etc.).

    • Full replacement cost for lost, stolen, or irreparably damaged items.

  • Replacement costs are listed in the Rental Agreement for each product.

5. Refund Method

  • If eligible, refunds will be issued in the same form of payment originally used or as store credit (for points-based orders) within 5–7 business days after inspection of the returned item.

6. Non-Returnable / Non-Refundable Items

  • Any product purchased outright (not rented) is final sale and cannot be returned unless defective.

  • Digital products, subscriptions, and add-on services are non-refundable.

7. Contact Us

If you have questions about your return or refund, contact us at:
📧 zense.help@gmail.com