At ZibZen, we strive to deliver the highest quality skin care and wellness products, including our BCSIR-tested “Itcho Killer” cream. We want you to feel completely secure and confident with your purchase. This policy defines how we handle exchanges, returns, and refunds in compliance with international advertising standards.
1. Return & Exchange Policy (7-Day Window)
We offer a transparent 7-Day Return & Exchange window from the date of package delivery. Please inspect your items upon arrival.
- Defective, Broken, or Damaged Items: If your product is damaged during shipping, leaks, or has any physical packaging defects, we will send you a brand-new replacement immediately at **zero extra cost**.
- Wrong Product Delivered: In case you receive a different item than what you ordered, we will coordinate the return and send you the correct item immediately. We will pay all shipping fees.
- Change of Mind (Skincare Hygiene Rules): Due to strict medical, sanitary, and dermatological hygiene standards, **we cannot accept returns or provide refunds for products that have been unsealed, opened, or used** unless there is a proven product defect. If the packaging is completely unopened, sealed, and in its original state, you can exchange the item (the customer pays the delivery charge).
2. Our Open Box Inspection Guarantee
- Inspect Before You Pay: We offer 100% Cash on Delivery (COD) across Bangladesh. We highly recommend and encourage you to **open the courier package and inspect the product’s outer packaging in front of the delivery agent** before paying.
- Instant Reject Option: If you find the wrong product, damaged packaging, or are unsatisfied with the physical appearance of the order, you can reject the package on the spot. You do not have to pay anything, and the package will return to us safely.
3. How Refunds are Processed
If you are eligible for a cash refund under our policy, here is how the financial settlement will take place:
- Refund Timeframe: Once the returned product arrives back at our warehouse and passes our quality check, your refund will be processed within **3 to 7 business days**.
- Refund Methods: We can send refunds directly via Bkash, Nagad, Rocket, or direct Bank Transfer as requested by you.
- Shipping Cost Deductions: If a refund is processed due to a mistake on our part (damaged/wrong product), you will receive the **full paid amount**. If the return is due to a personal preference change (unopened item), the standard courier charge will be deducted from the refunded sum.
 Meta Commerce & Ads Compliance Statement:
In accordance with Meta’s strict advertising guidelines regarding merchant transparency and delivery assurance, ZibZen guarantees that we do not charge hidden restocking fees, nor do we engage in deceptive subscription traps. All purchase costs are explicit at checkout, and our refund guidelines are strictly enforced.
4. How to Submit a Return or Refund Request
  To resolve your issues as quickly as possible, please follow these simple steps:
- Step 1: Take a clear photo or record a short video of the damaged/wrong product (along with the paper courier invoice label pasted on the polybag).
- Step 2: Send the photos/videos to our official customer care via **WhatsApp at 01863074735** or email us at **zotnokorun@gmail.com**.
- Step 3: Our customer support agent will verify the details and arrange the exchange shipment or process your refund within 24-48 hours.
Need Immediate Help with an Order?
Our dedicated customer care team is online to solve any delivery mistakes or process your refund smoothly