At ZenWay Life, Our priority is the satisfaction of our customers. Below are our return and refund policies for purchases made through our website, including specific conditions for bulk orders.

Product Returns

You may request a return if the product received has manufacturing defects or significant damage that is not the result of shipping. To be eligible for a return, the item must be unused and in the same condition in which you received it.

• Application deadline: You have 5 working days from the date of receipt of your order to report any problems.
• Process: To initiate a return, please contact us through our contact form or email us at info@zenwaylife.com. You must attach photos or videos showing the damage or failure of the product.

Once we have reviewed your request, we will send you instructions for shipping the product back to our warehouse.

2. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed and automatically applied to your original payment method within 10-15 business days.

• Items not eligible for reimbursement: A product that has been opened is not eligible for a refund based on mere desire or change of mind. A refund will only be considered if a problem with the contents of the product is credited. Products damaged by misuse or that do not comply with the original conditions will also not be refunded.
• Special conditions for open bulk products: In the case of Essential Oils, Vegetable Oils or Raw Materials, If a customer opens the package and wants a refund due to an alleged problem with the contents, he/she must provide proof of this with a laboratory analysis performed by an external and recognized entity. The cost of this analysis will be the full responsibility of the customer. If the analysis confirms a quality problem attributable to our product, the cost of the analysis and the value of the product will be refunded in full.

3. Specific Conditions for Direct Import Bulk Orders

The following policies apply exclusively to Bulk Importers that manage direct orders with us:

• Minimum amount: Wholesale (bulk) price applies to purchases over $500,000 per origin (Spain, China, etc.).
• Form of payment: To process your order, an initial payment of at least 60% of the total value is required. The remaining balance is due once the products arrive at our warehouse in Chile.
• Failure to pay: If the customer pays a part of the order and, when the merchandise arrives in Chile, does not pay the outstanding difference, ZenWay Life will withhold the amount paid and will apply a 15% penalty of the total order value. The remainder of the credit note, if any, will be returned to the customer within 15 working days.

4. Important Aspects to Consider

• Office: Prices do not include shipping cost from our warehouse to your address. Once the merchandise arrives in Chile, we will coordinate with you the final delivery.
• Values: All prices published on the website are expressed in Chilean pesos and include Value Added Tax (VAT).
• Price variations: Final product prices may vary due to exchange rate volatility and availability of raw materials. We will inform you of any changes prior to delivery.
• Delivery times: Arrival time in Chile is 45 working days from Spain and 75 working days from China, counted from the closing date of the joint import.