Returns, Refunds and Cancellations

1. Cancel or change a poster order

You can cancel a paid poster order yourself for twelve hours after payment. Open Your orders on the website or in the app, choose Cancel order, select a reason, and confirm. A timer on the order shows how long remains. The whole amount paid, including prints, delivery, taxes, and any discount already applied, is refunded automatically to the original payment method through Razorpay. No cancellation fee is charged.

Zene does not begin production or book a courier during these twelve hours. When the twelve hours end, the order goes into production and the Cancel order button is disabled; the order can no longer be cancelled from Your orders. After that, a cancellation is possible only where Zene agrees before dispatch or where applicable law provides one. A change to the design, size, quantity, or delivery address is possible only if support confirms the updated order before production or dispatch. Write to [email protected] with the order reference.

After production begins, Zene does not offer a voluntary return solely because a customer changed their mind, except where the product page expressly offers one. Mandatory cancellation and withdrawal rights, including the EU and UK rights described below, still apply. Rights concerning damage, defects, misdescription, late delivery, or an incorrect item continue to apply.

2. Change-of-mind returns where required by law

Where applicable law provides a cooling-off or change-of-mind right, notify Zene within that legal period. For EU and UK distance sales, this is generally fourteen calendar days after delivery, followed by fourteen days to send the poster back. Use the return instructions supplied by support before sending an item to Zene’s authorised-return address.

The customer pays the direct return shipping cost for a change-of-mind return unless Zene offered free returns, failed to disclose that cost before purchase where disclosure is required, or applicable law places the cost on Zene. Use suitable protective packaging and a tracked service appropriate to the item. The customer remains responsible only for diminished value caused by handling beyond what is reasonably needed to inspect the poster, to the extent applicable law permits a deduction.

Choosing one of Zene’s standard A1, A2, A3, or A4 sizes does not make a poster personalised. If Zene later offers a genuinely personalised product, a statutory personalised-goods exception applies only where the law recognises it. It never removes remedies for a damaged, defective, incorrect, late, or materially misdescribed item.

3. Damaged, defective, incorrect, or missing posters

Contact [email protected] with the subject “Poster order problem”, the order reference, and a description within fourteen calendar days after delivery if an item is damaged, defective, materially misdescribed, incomplete, incorrect, or not delivered. This reporting period helps Zene resolve the problem promptly and does not replace a longer statutory guarantee or remedy period.

Zene pays reasonable return costs for a confirmed product problem within its responsibility and provides the repair, replacement, refund, price reduction, or other remedy required by applicable law. Zene will not require a customer to accept store credit instead of a refund when the customer has a legal right to money back.

4. Poster refund amount and timing

An approved refund is sent to the original payment method. For a valid full change-of-mind withdrawal, the refund includes the poster price and the least expensive standard outbound delivery option offered for that order; an upgrade such as express delivery is not refunded beyond the standard amount. Taxes and customs or import duties collected by Zene are refunded with the corresponding item. Any exceptional charge paid directly to an authority or courier is handled under that recipient’s refund process, subject to applicable law.

For an order cancelled within the twelve-hour window, Zene requests the full refund from Razorpay at the moment of cancellation. It usually reaches the original payment method within five to seven working days, depending on the bank or card issuer; Your orders shows it as processing until Razorpay confirms it. Zene issues the refund without undue delay and within fourteen days after a valid cancellation notice where that deadline applies. For a goods return, Zene may wait until the poster is received or the customer supplies evidence of sending it back, whichever occurs first. After Zene initiates the refund, a bank, card network, or payment provider can take additional time to display the credit.

A chargeback is a payment-provider dispute, not a substitute for contacting Zene about an ordinary delivery or return issue. Using a chargeback does not remove either party’s legal rights, and Zene will not charge an undisclosed refund or cancellation fee.

5. EU and UK withdrawal notice

Where EU or UK distance-selling rights apply, a consumer generally has fourteen days after receiving goods to notify the trader of withdrawal without giving a reason, followed by the applicable period to send the goods back. The consumer normally pays the disclosed direct return cost. Zene refunds the standard outbound delivery charge and may withhold reimbursement until the goods or evidence of return are received. Separate statutory remedies apply to defective or nonconforming goods.

To withdraw, send an unambiguous email to [email protected] before the deadline. A model notice may state: “I give notice that I withdraw from my contract for the following poster order,” followed by the order reference, product, order date, delivery date, customer name, customer address, and date. A signature is needed only for a paper notice. Using this wording is optional.

The statutory withdrawal exception for goods made to the consumer’s specifications or clearly personalised can apply to a genuinely personalised poster, but not merely because an ordinary stocked design is printed after purchase. Any exception is subject to the law applicable to the order.

• EU guidance on returns and withdrawal
• UK guidance on accepting returns and giving refunds

6. Cancel a recurring purchase

For a Google Play purchase, open the subscriptions section of the Google Play account used to pay, select Zene, and follow the cancellation flow. For an Apple purchase, open the Apple account’s subscriptions settings, select Zene, and follow the cancellation flow. If the subscription is not listed, check the account and the provider named on the receipt.

Complete all confirmation steps and check the resulting expiry or renewal status. Uninstalling Zene, signing out, requesting account deletion, leaving a family group, or sending a support message does not itself cancel a store-managed renewal. If a control is unavailable, contact the billing provider promptly and keep a record of the attempt.

• Cancel a Google Play subscription
• Cancel an Apple subscription

7. Request a refund or correct a subscription charge

Use the refund or problem-reporting process of the store identified on the receipt. Refund eligibility depends on the purchase, timing, country, store policy, and applicable law. A cancellation prevents future renewal when effective; it does not automatically refund the current period.

Contact [email protected] if access was not delivered, the entitlement is incorrect, or assistance is needed identifying a purchase. Provide the store, purchase date, product, relevant order reference, and a description of the problem. Do not send full payment-card details, passwords, or authentication codes.

Zene will address matters within its responsibility; the store’s payment role does not eliminate rights against the trader responsible under consumer law. A refund, reversal, or chargeback can change the entitlement associated with the transaction, subject to the store outcome and applicable law.

• Google Play refund guidance
• Apple purchase problems and refund requests

8. Subscription rights and withdrawal

Nothing in this policy excludes remedies for an unauthorised charge, defective or nonconforming service, misleading offer, or other breach where the law provides a remedy. A general “no refunds” statement cannot override mandatory consumer protections.

Where EU or UK withdrawal rights apply, the rules depend on whether the purchase is classified as digital content or a service and on the circumstances in which performance began. Starting playback does not automatically waive every withdrawal right. Any loss of a withdrawal right requires the conditions prescribed by the applicable law, including relevant express consent and acknowledgement; rights concerning defects or nonconformity are separate.

9. Family access and promotional purchases

Leaving or being removed from a family group does not itself produce a separate payment to refund if the member did not purchase the plan. The payer’s rights depend on the original transaction and mandatory law. This document does not impose a blanket exclusion of prorated or other remedies that the law requires.

A free promotional entitlement generally has no paid purchase price to return, but a charged trial conversion or discounted subscription is still a transaction that can be disputed under applicable rules. Keep the offer and receipt when reporting an unexpected charge.