Effective Date: January 1, 2020
Last Updated: September 16, 2025

At ZEHN Wipes, customer satisfaction is one of our top priorities. We understand that sometimes a product may not meet your expectations or needs. This Refund & Returns Policy outlines the circumstances under which we accept returns, issue refunds or replacements, and the process to do so. It applies to all purchases made through our online store (and any other official ZEHN sales channels, if applicable). By making a purchase with us, you agree to the following terms regarding returns and refunds.

Please read this policy carefully, and feel free to contact us if you have any questions or need assistance with a return. We strive to make the return process as straightforward and fair as possible, in compliance with applicable consumer laws.

1. Eligibility for Returns

Timeframe: In general, you may request a return of a product within 30 days from the date you received it (i.e., the delivery date as shown by the carrier’s tracking). If more than 30 days have passed since delivery, we unfortunately cannot guarantee approval of a return or exchange, except as required by law or under specific exceptions noted below.

Condition of Items: To be eligible for a return, the product must be in an unused and resalable condition, unless the reason for return is due to a defect or damage in transit. Specifically:

• The item should be in its original packaging with all seals, labels, or tags intact.

• For ZEHN sanitizing wipes or similar consumable products, the container must be unopened and in its original state (for health, safety, and hygiene reasons, we cannot accept returns of opened or partially used wipe containers, except in cases of product defect or error on our part).

• The product should not be visibly damaged or altered by the customer. (Minor shipping box wear is acceptable, but the product itself should be as you received it.)

If you attempt to return a product that is not in acceptable condition (e.g., opened, used, or missing parts not due to our error), we reserve the right to decline the return or apply a restocking fee (see Section 4 below). Items that are returned to us in an unsanitary or unsafe condition will be disposed of and no refund issued, so please ensure compliance with the above criteria.

Non-Returnable Items: Some types of products or sales are final and not eligible for return, including:

• Final Sale or Clearance Merchandise: Any item marked on our site as “Final Sale,” “Clearance,” or similarly indicated to be non-returnable cannot be returned. These deeply discounted or end-of-line products are sold as-is.

• Bulk/B2B Orders: Large volume purchases by businesses (such as wholesale orders or custom bulk orders) may not be returnable unless defective.

• Gift Cards or Digital Goods: If we offer gift cards or any digital products (unlikely for wipes, but for completeness), those are typically non-returnable and non-refundable (except as required by law).

• Used Personal Items: If we sell any personal use accessories or wearables (e.g., reusable dispensers, apparel, etc.) that have been used or worn, those might not be eligible for return unless defective. We will specify such conditions on the product page if applicable.

• Customized Products: Any custom-branded or personalized products (e.g., if you special-order wipes with your company logo or unique formulation) are not returnable unless they arrive defective or not as described in the order specifications.

Defective or Damaged Items: If the product you received is defective (for instance, if a wipes container is sealed but completely dry, or the wipes are improperly saturated) or was damaged in transit, you are definitely eligible for a return or exchange. In such cases, please report the issue to us as soon as possible (ideally within 7 days of delivery, so we can document the damage with the carrier if needed). We will request photos of the defect or damage in order to be able to process the claim. For defects or shipping damage, you do not need to worry about the 30-day window; we will address those issues promptly regardless of timing, within any applicable warranty or shelf-life period.

Wrong Item Received: If we made a mistake and shipped the wrong product or the wrong variant (e.g., you ordered Lemon Scent wipes and got Unscented), you can return it for a full refund or exchange it for the correct item. We will cover all shipping costs in such cases.

2. Return Process – How to Initiate a Return

To ensure a smooth returns process, please follow these steps:

Step 1: Contact Us: You can reach out to our customer support by submitting the Order Support form at the bottom of this page, or via email (info@zehnwipes.com) to initiate a return. Provide your order number and the item you wish to return along with the reason for the return. Our support team will respond with return authorization and instructions.

Step 2: Return Authorization: After you contact us directly, your return request will be reviewed for eligibility. If it meets our policy criteria, we will issue a Return Merchandise Authorization (RMA) number or code and provide you with further instructions. If your request is missing information or is outside the policy, we may reach out for clarification or to inform you of any issues.

Step 3: Receive Return Shipping Label: In many cases, once a return is authorized, we will provide you with a prepaid return shipping label. This label may be available for download through the return portal, or we will email it to you. The label will be addressed to our returns facility (which is managed via our fulfillment partner’s warehouse).

• If the return is due to our error, a defect, or a warranty issue, the return shipping will typically be free of charge to you (we pay for the label).

• If the return is due to buyer’s remorse or a change of mind, and there was no error on our part, we may deduct the cost of return shipping from your refund, or ask you to cover shipping, depending on the scenario. (See Section 3 below about return shipping costs.)

If you prefer to use your own shipping method, let us know. We generally recommend using our label for tracking and efficiency, but you can choose to mail the item at your own cost to the address we provide – just be sure to use a trackable shipping service and share the tracking number with us.

Step 4: Pack the Item Securely: Please pack the item(s) you are returning safely in the original packaging if possible. Include all parts, accessories, booklets, or freebies that came with the product. If you no longer have the original shipping box, use a suitable sturdy box or padded mailer. Remove or cover any old shipping labels on the box. You must also include a note with your name, original order number, and RMA number inside the package to identify it easily.

Step 5: Ship the Return: Affix the return shipping label to the package and drop it off at the appropriate shipping carrier (e.g., USPS, UPS, FedEx – as indicated on the label). If you’re using our label, shipping is already addressed; if you’re using your own carrier, please send to the return address provided by our team and ensure you pay for adequate postage. We recommend obtaining a receipt or proof of drop-off. We advise that returns be sent out within 7-10 days of receiving the label/authorization, to ensure it arrives in a timely manner (and within any communicated deadline).

Step 6: Verification & Processing: Once the returned item arrives at our facility (or our designated returns warehouse via ShipHero/Packiyo), it will be inspected. We will check that the item matches the RMA and is in the condition stated. Our warehouse team will update the return status typically within 5 business days of receipt. We will then proceed with the refund or exchange as requested (see next sections).

We will keep you updated via email throughout the process – you should receive a notification when the return is authorized, when we receive the package, and when the refund has been issued or the replacement shipped.

Please note: Items returned without authorization (no RMA) or sent to the wrong address may not be recognized or processed, and we cannot guarantee a refund in such cases. Always follow the instructions given. If you accidentally send a return to the wrong location, contact us immediately with the tracking info; we’ll try to assist but it may delay processing.

3. Who Pays for Return Shipping?

The responsibility for return shipping costs depends on the reason for the return:

• Our Error / Defective Product / Damage: If the return is due to an error on our part (wrong item shipped, product defect, item arrived damaged) or a product quality issue, we will cover the return shipping cost. In such cases, as noted, we provide a prepaid return label at no cost to you. You will not be charged any fees for the return, and your refund (or replacement) will be issued in full as described below.

• Customer-Initiated (Remorse, etc.): If you are returning an item because you changed your mind, ordered too much, decided you don’t need it, or other reasons not due to any fault of ZEHN, then the return shipping cost is typically your responsibility.

  • If we provide a prepaid label for convenience, we may deduct the cost of that return shipping from your refund. The deduction amount will usually be equivalent to our actual shipping cost (we don’t mark it up). We will be transparent about this deduction in your refund communication. For example, if return shipping cost was $5, and your item cost $50, you would receive a $45 refund.

  • Alternatively, we might ask you to arrange shipping yourself. In that case, you pay the carrier directly and no deduction is taken by us, since we’re not involved in that transaction.

• Exchanges: If you are exchanging a non-defective item for a different item (and it’s an approved exchange within policy), we may treat it similar to a return & new purchase. Often we’ll process as a return (refund minus any shipping) and then you place a new order for the replacement. If it’s a direct exchange, you might still cover return shipping to send the original back, and we may cover shipping of the new item to you as a courtesy, depending on circumstances.

Refused or Undeliverable Packages: If a package is returned to us by the carrier because it was refused by the recipient or was undeliverable (wrong address, not claimed, etc.), we will reach out to you. If you still want the item, we may charge a re-shipment fee. If you don’t want it re-shipped, we can treat it as a return. Depending on the reason it was undeliverable, we may deduct original shipping and return shipping from the refund (especially if the address provided was incorrect or the package was not picked up, leading to extra fees for us). We will follow the guidelines of California Civil Code §1723 and similar laws – meaning if the product is returned undeliverable and you seek a refund, we will handle it as per our stated return policy and any legal minimums.

4. Inspection and Restocking Fees

When your return is received, our team will inspect the item to verify its condition:

• If the item is in the condition you described and meets our return criteria (unused, intact, etc.), we will approve the return for a full refund (minus any shipping if applicable, as discussed) or for the exchange/credit promised.

• If the item is found to be not in the acceptable condition (for example, the product was used or missing components, or the return was initiated under false pretenses about a defect), we reserve the right to adjust the refund amount or deny the return:

  • Partial Refund / Restocking Fee: In some cases, we might accept the return but deduct a restocking fee to cover the reduced value of the opened/used product or the cost of repackaging. A typical restocking fee might be around 15-20% of the purchase price, depending on the severity of the issue. We will communicate the reason and amount before finalizing the refund. For example, if a wipes canister was opened and a few wipes used, we might still take it back (to dispose of), but deduct 20% since it can’t be resold.

  • Return Rejection: If the product returned is severely used, damaged by the customer, or it’s a different item entirely, we may reject the return. In this case, we would not process a refund. We can either send the item back to you (at your cost) or dispose of it, according to your preference. We will document with photos the condition if we have to reject a return, so you understand our decision.

For any return that is not straightforward, our customer support will proactively reach out to discuss the findings and agree on a resolution.

We do not generally charge a restocking fee for simply changing your mind as long as the item is resalable. We aim to only apply fees when returns deviate from policy in a way that causes loss to us. Our goal is fairness both to you and to our business.

5. Refunds (or Replacements)

Once a returned item passes inspection, we will process your refund or exchange promptly:

Refund Method: Refunds will be issued to the original payment method you used for the purchase, whenever possible. This means:

• If you paid by credit/debit card, the refund will go back to that card.

• If you paid via PayPal or another payment service, the refund will go to your account with that service.

• If you used a gift card or store credit, the refund might be issued as store credit (or a replacement gift card) rather than cash.

• If for some reason the original method is not available (e.g., the card is expired and the bank rejects the refund, or a gift card used is now gone), we will contact you to arrange an alternative, like a check or store credit.

Refund Amount: The amount of your refund will equal the purchase price you paid for the item, plus any applicable taxes, minus any applicable fees or deductions:

• Original shipping charges are generally non-refundable, except if the return was due to our error or a defect. So if you paid $5 for shipping initially and simply decided to return because you changed your mind, we would refund the product price but not the $5 shipping. (Where certain jurisdictions mandate the refund of original shipping in all cases, we will comply where required.)

• If you were charged any restocking fee or return shipping fee as discussed above, that will be deducted from the refund. We will make sure these are clearly communicated. Example: Product $50 + $5 shipping = $55 paid. You return due to remorse, we deduct $5 return label and $5 original shipping, you’d get $45 back. We try to consolidate any deductions in one clear line item on your refund confirmation.

• Taxes: If you paid sales tax, we will refund the appropriate portion of the tax along with the product price (since tax was collected on the item sale which is now reversed).

Timing: We strive to process refunds within 5-7 business days after the returned item arrives and is verified. Often it is faster, but we set that window to account for any needed inspection. Once we issue the refund on our end, your bank or payment provider may take additional time to post it to your account:

• Credit cards typically show refunds in 2-5 business days after we issue them, but some can take a full billing cycle depending on the bank.

• PayPal and similar services can be within 1-3 days.

• We will send you an email notification when we have processed the refund. If you don’t see the credit in a reasonable time after our notification, we advise checking with your bank/issuer as sometimes they have internal delays.

Replacement/Exchange: If you requested an exchange or replacement (and we confirmed that in advance), we will ship out the new item to you after receiving the returned one (or in some cases, immediately, with trust that you’ll return the original). We will provide a new tracking number for the outgoing shipment. Standard shipping timelines apply unless we’ve arranged for expedited service due to a mistake or urgent need. If the exact replacement product is out of stock or unavailable, we may offer you a choice of a substitute of equal value or a full refund.

Store Credit Option: In some scenarios, we might offer you a refund in the form of store credit or a gift voucher, especially if you indicated you plan to buy something else. We do this only if it’s amenable to you; cash refund is always an option. Sometimes, as a courtesy, we might add a small bonus if you accept store credit (for example, a 5% extra value) – again, we’d only do this as a proposal, not by default.

Partial Refunds: If we agreed to a partial refund (e.g., you kept the item but we gave a partial credit for an issue, or the item was returned used and we decided to refund only part), we will process that specified amount via the original payment.

Notification: You will receive an email (or preferred contact) confirming the refund amount or that the replacement is on its way. If you don’t receive a confirmation within a week of sending back your item, please reach out to us with your RMA info so we can check on the status.

6. Special Cases and Additional Information

Promotional Items and Bundles: If you received a free gift or a discounted item as part of a promotion (e.g., “Buy one get one free” or a kit deal) and you wish to return part of that order, we will guide you on how refunds will be handled:

• For a BOGO (Buy One, Get One), if you return the paid item, you must also return the free item to get a full refund. If you choose to keep the free item, your refund may be adjusted to deduct the retail value of the free item.

• For bundled items or kits, all components of the bundle should be returned together. If you only return certain parts, we will pro-rate the refund based on standalone prices or treat it as a partial return with appropriate deductions. We will communicate any adjustments clearly.

Subscription Orders: If you are on a subscription or auto-refill program for wipes (if we offer such service) and you want to return a particular delivery:

• We treat it like a regular order return (same 30-day window, etc.). However, you should also ensure you manage your subscription (pause or cancel) if you don’t want future shipments.

• If a subscription delivery is returned to us due to address issues or refusal, we’ll reach out to confirm if you want to cancel future shipments.

• For any refund on a subscription order, if you had been given a special subscription discount, the refund will be based on the actual price you paid.

Holiday/Extended Return Periods: At times, we may offer an extended return window for holiday purchases or special circumstances (for instance, orders placed in November/December may be returnable through mid-January to accommodate gift returns). If such an extended period is in effect, we’ll announce it on our site or in receipts, and we will honor that accordingly.

Returns of Gifts: If you received a product as a gift (someone else purchased it for you via our site) and you wish to return it:

• If the order was marked as a gift at purchase and shipped directly to you, you may be eligible for a return for store credit or exchange without notifying the purchaser. We can issue you a gift credit for the value of the returned item, so you can use it on our site.

• If the order wasn’t marked as a gift or was sent to the purchaser first, the refund will go back to the original form of payment of the purchaser. So, you might need to coordinate with the gift giver.

• We’ll do our best to facilitate gift returns discreetly if needed (e.g., providing exchange or credit to the recipient).

California Residents: Our policy is intended to be consistent with California law. As such, it’s worth noting: If we fail to adhere to our stated return policy, or if no policy was posted, California law may allow returns within 30 days of purchase with proof of purchase. We have a posted policy (this document) to make everything clear. If you feel any part of this policy is inconsistent with your rights under California or other state laws, please let us know and we will address it. We do not impose shorter return windows for California customers unless the product is perishable or otherwise excepted, in which case it would be stated.

Damaged or Lost Returns: If you send a return and it gets lost or damaged on the way back to us:

• If you used our label, we will work with the carrier to investigate. Such cases are rare, but we don’t want you to be penalized for carrier issues. It might delay the refund until the investigation resolves, but we’ll keep you updated.

• If you shipped it yourself and it’s lost, unfortunately we can’t process a refund unless the item is received. That’s why we strongly encourage using tracking and insurance if the item is of high value. If it arrives damaged (and not due to improper packing on your part), we’ll still refund you as if it arrived fine, and we’ll manage the claim with the carrier.

Repeat Returns or Abuse: We want to be flexible, but we also monitor for abuse of our return policy. For instance, if a customer frequently returns products after extensive use, or we suspect fraudulent activity, we reserve the right to deny returns or require stricter conditions (like restocking fees or shorter windows) on a case-by-case basis. We will of course always act in accordance with the law, but we also have a responsibility to prevent unfair exploitation of the policy (which can increase costs for all customers). If we ever find ourselves needing to enforce this, we will communicate respectfully and try to find a solution.

Product Issues outside Return Window: If you encounter a problem with a ZEHN product after the 30-day return window – for example, if a package leaks or a defect becomes apparent later – please still reach out to us. We care about product quality and customer experience. While it might not be a “return” per policy, we may offer a replacement or discount toward a future purchase, especially if it’s a known issue or a rare defect, even if it’s beyond the formal return period. We value your feedback and the opportunity to make things right.

7. Contact for Returns

If you need to initiate a return, have questions about this policy, or want to follow up on a pending return or refund, please contact our customer service:

• Email: info@zehnwipes.com

When contacting us about a return, please provide your order number and, if applicable, your RMA number or the date you initiated the return. This will help us assist you more efficiently.

We are here to help and want to ensure you have a positive experience, even when returning a product. Thank you for shopping with ZEHN Wipes and for reviewing our policies.