ZEN ELEMENTS SDN BHD works to ensure that our motorcycle tools, repair equipment and related accessories are correctly described, properly packed and supplied according to the details of each confirmed order.
Customers should examine the product specifications, dimensions, functions, compatibility and selected variations before placing an order. Unless an item meets one of the qualifying conditions stated in this Policy, all completed purchases are final and are not eligible for a return, refund or exchange.
Qualifying Product Issues
A return, refund or exchange request will only be considered in the following situations:
- The merchant sent an incorrect product, model, size or variation.
- The delivered item does not match the specifications, description, features, functions or product information published on the website.
- The item was spoiled, physically damaged or defective at the time it was delivered.
- The delivery exceeded the timeframe stated in the Company’s Shipping Policy.
An item will not qualify merely because it is incompatible with the customer’s motorcycle, vehicle, equipment or intended application when the relevant compatibility or product information was correctly stated on the website.
Customers are responsible for checking measurements, specifications, voltage requirements, connector types and compatibility information before completing their purchase.
Inspection Before Installation or Use
Customers should inspect all items immediately after delivery and before installing, modifying or using them. If a problem is discovered, customers should stop using the product and contact the Company within the required claim period.
The product, accessories, components, manuals and original packaging should be retained while the claim is under review. Customers should not dismantle, modify, repair or allow a third party to repair the affected item before the Company has assessed the claim.
Damage caused after delivery through incorrect installation, misuse, improper handling, unauthorised modification, unsuitable tools or failure to follow product instructions may not be regarded as a product defect upon delivery.
Required Claim Evidence
Customers requesting a return, refund or exchange are required to provide:
- A clear and continuous unboxing video that begins while the parcel is still unopened and clearly shows the shipping label, parcel condition, packaging and product received.
- A clear video showing the first use, testing or installation attempt, where applicable.
- Clear photographs showing the item, packaging, damaged section, defect, missing component or difference from the advertised product.
- The relevant order number, product name and a detailed explanation of the issue.
- Any additional documents, photographs or videos requested by ZEN ELEMENTS SDN BHD for verification purposes.
The unboxing video must be recorded continuously and should not contain cuts, pauses or edited portions. The shipping label and the condition of the parcel must remain clearly visible during the relevant parts of the recording.
Incomplete, unclear or edited evidence may prevent the Company from confirming whether the problem existed when the order was delivered.
Twenty-Four-Hour Reporting Period
All return, refund and exchange requests must be emailed to zen-elements@outlook.com within 24 hours of receiving the item.
The customer’s email should contain the order information, description of the problem and all available supporting evidence. Requests submitted after the 24-hour reporting period will not be accepted.
Claims that do not include the required unboxing video, first-use video where applicable, photographs or requested supporting documents will also not be eligible for further processing.
Claim Assessment
ZEN ELEMENTS SDN BHD will review the order records, advertised product details and evidence provided by the customer. Sending a request does not mean that a return, refund or exchange has automatically been approved.
When a claim is verified and approved, the Company will inform the customer of the appropriate outcome and provide further instructions. The resolution may include a return, replacement, exchange or refund, depending on the nature of the verified issue.
Customers must not return any product before receiving written authorisation and return instructions from the Company. Unauthorised returns or items sent to an incorrect address may be refused.
ZEN ELEMENTS SDN BHD
Registration No.: 202501010697 (1612111-A)
Website: https://zenelements.online/
Email: zen-elements@outlook.com
