Refund policy
We want you to feel confident in your purchase. This policy applies to purchases made directly through zenyuanenergy.com; marketplace purchases may also be subject to the relevant platform’s policies.
UK and EU customers: Please review your statutory withdrawal rights or submit an eligible request through our online return and cancellation portal.
Return Eligibility
Eligible standard products may be returned under our voluntary return policy if a return request is submitted within 14 days of delivery and proof of purchase is provided.
Except where applicable law provides otherwise, a product must meet all of the following requirements to qualify for a voluntary change-of-mind return:
- it is unused, unworn, unwashed and unaltered;
- it is in the same condition in which it was received;
- it is free from signs of skin or hair contact, oil, skincare, cosmetics, water, odor or other use;
- it is returned with its original packaging, tags, accessories and included components; and
- it remains sealed where it was supplied with a hygiene or tamper-evident seal.
Please choose carefully before purchasing. Except where required by applicable law, or where a product is faulty, damaged, incorrect, unsafe or not as described, the following products are not eligible for change-of-mind returns or exchanges:
- gua sha, scraping, massage, scalp-massage and acupressure tools after the hygiene seal or sealed inner packaging has been opened, broken, removed or tampered with;
- any personal-care tool that has been used or brought into contact with skin, hair, massage oil, skincare products, cosmetics, water or other substances;
- opened massage oils, gua sha oils, topical products, acupressure patches, moxibustion products, herbal bath products, foot-soak products and other hygiene-sensitive products;
- personalized and made-to-order products;
- digital and virtual products once delivery or access has begun, subject to any consent and acknowledgement required by applicable law;
- personalized reports, consultations and other services after the service or individual work has begun, subject to applicable law;
- gift cards;
- sale, sample, trial-size, limited-edition or promotional products clearly identified as Final Sale before purchase, except where a statutory withdrawal right applies; and
- products damaged through misuse, accidental damage, improper storage, failure to follow instructions, unauthorized alteration or normal wear and tear.
Personalized and made-to-order products include products made, materially adjusted or individually prepared according to a customer’s measurements, personal information or specific individual requirements, and which are not standard stock products. This includes, but is not limited to, custom-sized or individually personalized energy jewelry, such as bracelets, necklaces, pendants, watch straps and other jewelry; bespoke Five Elements energy products; personalized herbal aromatherapy jewelry; personalized energy wallpapers; Feng Shui reports; and other products or content individually created for a specific customer.
Nothing in this policy limits any mandatory rights you may have where a product is faulty, damaged, incorrect, unsafe or not as described.
Why Can’t Opened Personal-Care Tools Be Returned?
All of our gua sha, scraping, massage, scalp-massage and acupressure tools are personal-care products designed for direct contact with the face, scalp or body. This applies regardless of whether the tool is made from crystal, jade, natural stone, wood, brass, stainless steel or another material.
For health and hygiene reasons, we cannot accept change-of-mind returns once the hygiene seal or sealed inner packaging has been opened, or where the product may have been used or brought into contact with skin, hair, oils, skincare products, cosmetics or water.
Please inspect the visible product and review the product description before opening the hygiene seal. This restriction does not affect your rights if the product is faulty, damaged, incorrect, unsafe or not as described, and applies only to the extent permitted by applicable law.
How Do I Start a Return?
Please contact us at sofiayinyang8635@gmail.com before sending any item back. Include your order number and the item you wish to return.
If your request concerns a damaged, faulty, incorrect or incomplete item, please also include clear photographs or video so that we can review the issue.
If your voluntary return request is authorized, we will provide the return address and return instructions. Please do not send products to the address shown on the original parcel, our registered office or any other address unless we have expressly instructed you to do so.
For voluntary returns under this policy, items sent without first contacting us or sent to an unauthorized address may not be accepted. This return-authorization process does not restrict any statutory right to notify us of cancellation or withdrawal by another legally permitted method.
Authorization to send a voluntary return does not guarantee a refund. The returned product must first be received and inspected to confirm its condition and eligibility.
For change-of-mind returns, customers are responsible for arranging and paying for tracked return shipping, suitable packaging, insurance where appropriate, and any return-related customs charges. Original shipping charges and return shipping costs are non-refundable, except where applicable law requires otherwise.
Please package the product securely, include your order number and return all original components, accessories and promotional gifts. Send us the tracking number after dispatch and retain your shipping receipt until the return has been completed.
Unless a different statutory period applies, an authorized voluntary return must be dispatched within 14 days after we provide the return instructions.
Where permitted by law, we are not responsible for a return that is lost or damaged by a carrier selected by the customer.
If an item is confirmed as faulty, damaged, incorrect or not as described, we will cover the reasonable authorized return cost where a return is required. Please contact us before purchasing return postage, as unapproved premium, express or unusually expensive postage may not be reimbursed.
What If My Order Arrives Damaged, Incorrect or Incomplete?
Please contact us as soon as reasonably possible, preferably within 72 hours of delivery, and provide your order number together with clear photographs or video of the product, shipping label, external and internal packaging, and all items received.
Please retain the product and all packaging while we review the issue. We may require additional information or ask that the product be returned before providing a replacement or refund.
Reporting an issue after 72 hours does not automatically remove any mandatory consumer rights, but prompt notice helps us verify the condition of the parcel and submit a claim to the carrier.
What If Tracking Shows That My Package Was Delivered, but I Cannot Find It?
Please first check the shipping address on your order, ask members of your household or neighbors, and look around any reception area, parcel locker or designated safe place. Please also review any delivery photograph, text message or notice provided by the carrier.
Occasionally, a delivery scan may appear shortly before the parcel is physically delivered. If possible, please allow until the end of the next business day and contact the local delivery carrier or delivery office.
If you still cannot locate the package, please contact us as soon as possible and provide your order number and confirmation of the delivery address. We will review the available tracking and proof of delivery and, where appropriate, open an investigation with the carrier. We may ask you to provide a written confirmation of non-receipt and to cooperate with the carrier’s investigation.
Each case will be assessed based on the delivery records, any delivery photograph or signature, the shipping address and delivery instructions supplied with the order, the carrier’s findings, and applicable law. If the investigation confirms that the package was lost or delivered to the wrong location, we will arrange an appropriate replacement or refund.
Where the package was delivered according to delivery instructions provided by the customer, including to a nominated person or location, or where an incorrect or incomplete address was supplied, this may affect the available resolution. We may reasonably complete the initial delivery investigation before issuing a replacement or refund, but we will not unreasonably delay the resolution of a valid claim.
Nothing in this section limits any rights you may have under applicable consumer law.
Are Digital and Virtual Products Refundable?
Subject to applicable law, digital and virtual products are final sale and cannot be returned, exchanged or refunded once delivery or access has begun. For UK and EU customers, this applies only after any consent and acknowledgement required by law has been obtained.
This includes PDF guides, recorded courses, follow-along videos, personalized energy wallpapers, Feng Shui reports and other downloadable or electronically delivered content.
If digital content is not delivered, cannot be accessed or is materially different from its description, please contact us so that we can investigate and provide an appropriate remedy.
UK and EU customers should also review our UK & EU Right of Withdrawal page.
What About Feng Shui Consultations and Other Services?
Subject to applicable law, Feng Shui consultations, personalized analyses, reports and other individual services are not eligible for voluntary change-of-mind refunds after the consultation, analysis, preparation or other agreed work has begun.
Any cancellation, rescheduling, late-arrival or missed-appointment conditions displayed on the applicable service or booking page also form part of the booking terms.
For UK and EU customers, any statutory cancellation right and any proportionate charge for work already performed will be handled in accordance with our UK & EU Right of Withdrawal page.
If we cancel a service and cannot provide a suitable alternative, you will be entitled to an appropriate refund. This does not affect any mandatory rights that apply to you.
How Do Natural Materials Affect Returns?
Crystal, jade, natural stone, wood, brass and other natural or reactive materials may vary in color, tone, translucency, grain, mineral pattern, texture, shape, weight and dimensions.
Natural inclusions, mineral lines, grain patterns, small color variations and gradual natural oxidation of brass are not normally manufacturing defects when they are consistent with the product description and the nature of the material.
Please contact us if you believe a natural-material product has a structural defect, affects normal use or is materially different from its description.
When Will I Receive My Refund?
Once we receive and inspect an authorized return, we will notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method within 5–10 business days after approval, and always within any applicable statutory deadline. Your bank, card issuer or payment provider may require additional time to display the refund.
Where permitted by law, we may withhold reimbursement until we have received the returned product or the customer provides acceptable evidence that it has been sent back, whichever occurs first.
Where permitted by law, we may reduce a refund to reflect loss of value caused by handling beyond what was reasonably necessary to inspect the product, missing components or accessories, missing promotional gifts, or damage that occurred after delivery.
Can I Exchange an Item?
We do not offer direct exchanges for change-of-mind returns. If an eligible return is authorized, please send the original product back for inspection and place a new order separately.
Personalized, custom-sized and made-to-order products cannot be exchanged because of a change of mind, sizing preference or incorrect information supplied or approved by the customer.
If a product is faulty, damaged, incorrect or not as described, we may offer an appropriate repair, replacement, refund or other remedy in accordance with applicable law.
We may require the original product to be returned and inspected before a replacement is dispatched. Where a return is required for a confirmed product issue, we will provide instructions and cover the reasonable authorized return cost. In some cases, we may decide that returning the original product is not necessary.
Can I Cancel or Change My Order?
Standard, non-personalized orders may be cancelled within 1 hour after the order is placed by emailing sofiayinyang8635@gmail.com with your order number and the words “Cancellation Request”.
After the 1-hour cancellation period, we may still try to accommodate a voluntary cancellation or order change if processing has not begun, but this cannot be guaranteed.
Personalized and made-to-order products may be cancelled before the customer’s information or requirements have been confirmed and before work begins. Once the details have been confirmed and production, preparation, analysis or design work has begun, the order cannot normally be cancelled because of a change of mind.
Digital products cannot normally be cancelled after delivery or access has begun, subject to applicable law and any consent and acknowledgement required by law.
If a physical order has already been dispatched, it cannot be cancelled through our standard cancellation process. If the product is eligible, you may request a return after delivery.
These cancellation rules do not limit any mandatory rights that apply to you. UK and EU customers should review our UK & EU Right of Withdrawal page.
What Happens to Sets, Bundles, Promotions and Gifts?
Sets and bundles must normally be returned in full. We do not normally accept partial returns from a set or bundle unless approved in advance or required by law.
Any promotional gift supplied because an order met a qualifying condition must also be returned. If the gift is not returned, its disclosed value may be deducted from the refund where permitted by law.
Where permitted by law and disclosed as part of the promotion, a refund may be adjusted if a partial return means the retained products no longer qualify for a bundle price, order-level discount, promotional price or free gift.
UK and EU Customers
Customers in the United Kingdom and European Union may have statutory withdrawal rights in addition to this voluntary return policy. Certain personalized goods, unsealed hygiene-sensitive products, digital content and services may be excluded where the applicable legal requirements are met.
Please read our UK & EU Right of Withdrawal page for full details and instructions on how to exercise those rights.
Nothing in this policy limits any mandatory consumer rights that apply to you.
Contact Us
ZHENG YUAN YI is operated by ZHENGYUAN LIMITED.
If you have questions about a return, refund, damaged product or this policy, please contact sofiayinyang8635@gmail.com. Please include your order number when contacting us about an existing order.