Overview
At ZEN ELEMENTS SDN BHD, we take pride in offering high-performance motorcycle parts and accessories, including air filters, frame sliders, drive chains, belts, and engine oils designed to elevate both the performance and aesthetics of your ride. Your satisfaction is extremely important to us. If for any reason you are not completely satisfied with your purchase, we are here to help.
1. Definitions
For the purpose of this Return & Refund Policy:
- “Company”, “We”, “Us”, or “Our” refers to ZEN ELEMENTS SDN BHD.
- “Goods” refers to the products offered for sale on our platform.
- “Order” means a completed transaction where a customer has purchased one or more Goods from us.
- “You” refers to the customer or user of our website.
2. Return Policy – 30 Days
We offer a 30-day return window from the date of delivery.
To be eligible for a return:
- The product must be unused, uninstalled, and in its original condition.
- All packaging, labels, and included accessories (if any) must be intact and in resalable condition.
- You must have a valid proof of purchase (e.g., invoice or order confirmation).
We reserve the right to inspect returned items and refuse returns if the items show signs of use, installation, tampering, or damage not caused during delivery.
If your return is approved, we will process your refund as per the refund procedure outlined below.
3. Refund Process
Upon receiving your return:
- We will inspect the item(s) within 5–7 business days.
- If your return is approved, your refund will be initiated to your original method of payment.
- Please allow up to 14 business days for the refund to appear, depending on your bank or payment provider.
If a refund is delayed or does not reflect after 14 business days, please contact us at zen-elements@outlook.com for assistance.
4. Cancellation Policy – 12 Hours
Orders can be cancelled within 12 hours of placement.
To request cancellation:
- Send an email to zen-elements@outlook.com with your order number and the word “Cancellation” in the subject line.
- If your cancellation request is received within the 12-hour window and the order has not yet been processed or shipped, we will cancel the order and issue a full refund.
- Orders cannot be cancelled once they have been processed or dispatched. In such cases, you may proceed to return the item after delivery, in accordance with our return policy.
5. Damaged or Defective Goods
We thoroughly inspect all items before shipping. However, if you receive a defective or damaged item:
- Please contact us within 48 hours of receiving the item.
- Include your order number, a clear description of the issue, and photographic evidence of the damage/defect.
- Once verified, we will offer either a replacement or a refund, depending on stock availability and your preference.
6. Non-Returnable Items
The following are generally not eligible for return or refund:
- Items that have been installed, modified, or used in any way.
- Engine oil, lubricants, or fluids that have been opened or unsealed.
- Custom or made-to-order performance parts.
- Items returned after the 30-day return window.
7. Exchanges
We offer item exchanges for the same product if the item received is defective or incorrect. If you wish to exchange for a different product, we recommend initiating a return for a refund and placing a new order.
8. How to Initiate a Return or Cancellation
To initiate a return or cancellation, contact us at:
ZEN ELEMENTS SDN BHD
📧 Email: zen-elements@outlook.com
🏢 Address: No. 175, Jalan Machang Bubok 1, Taman Machang Bubok, 14000 Bukit Mertajam, Pulau Pinang, Malaysia.
In your email, please include:
- Your full name
- Order number
- Item(s) you wish to return or cancel
- Reason for return or cancellation
- Supporting photos (if applicable)
Our team will guide you through the next steps and provide any necessary instructions.
9. Policy Amendments
We reserve the right to amend or update this Return & Refund Policy at any time to reflect changes in our business processes, products, or regulatory requirements. All updates will be published on our official website.
