Refunds and returns
If something didn’t go as expected with your order, you can request a refund directly from the merchant.
If the merchant accepts your return:
- The refund is issued as a ZEN.COM CashCard voucher
- It’s sent to the email address you used during payment
Refund timing depends on the merchant’s policy. Each store processes returns differently, so it may take some time.
ZEN.COM does not control the refund process, but we can help you check what’s happening. If the merchant confirmed a refund and you haven’t received it, contact ZEN.COM support. We’ll help you check the status.
Problems with an order
If there’s an issue with your purchase, we're here to help. Here’s how to move forward.
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Start with the merchant
They manage orders, returns, and refunds, so they’re best placed to resolve the issue quickly. -
If you still need help
ZEN.COM support can confirm if your payment was successful and check transaction details.
ZEN.COM CashCard does not support chargebacks. It works differently from debit or credit cards because it’s prepaid.
Before paying, it’s a good idea to review the merchant’s terms and conditions. This helps you understand their refund rules in advance.
If something goes wrong, you can still rely on us to help you understand what happened.
Fees
You don’t pay extra fees when using ZEN.COM CashCard. You pay the value upfront and use it directly.
However, keep in mind:
- Merchants may apply their own fees or rules
- These are defined in their terms and conditions
- If the voucher currency is different from the payment currency, a foreign exchange fee may apply
For full details, see Terms for ZEN.COM CashCard.
Expiry
ZEN.COM CashCard does not expire, so you can use your balance anytime.
If you don’t use the voucher for more than 12 months after purchase, an inactivity fee may apply.