Refund policy

At Zephi, every product is created to bring calm, clarity, and care to your daily ritual. We want you to love your experience from unboxing to use, and we're here to help if something doesn't go as expected.

Change of Mind Returns

Because our heated eye masks are considered personal wellness items, we can only accept returns on unused, unopened products in their original packaging within 14 days of delivery.

To be eligible for a return:

  • The product must be unused, unheated, and in original condition.
  • Packaging must be intact and free from marks or residue.
  • Proof of purchase (order number or receipt) is required.
  • Return shipping costs are the responsibility of the customer.

Once your return is received and inspected, we'll notify you by email. Approved returns will be processed within 5–7 business days, and you can choose:

  • A refund to your original payment method, or
  • A store credit for a future purchase.

Faulty or Damaged Items

All Zephi products are carefully inspected before shipping, but if your mask arrives damaged or faulty, please contact support@zephi.com.au within 7 days of delivery with your order number and clear photos of the issue.

We will:

  • Replace the item at no cost to you, or
  • Provide a full refund if a replacement is unavailable.

Zephi reserves the right to request that faulty items be returned for assessment before a replacement or refund is issued.

A Note on Natural Materials

Zephi masks are crafted from natural mulberry silk — a delicate, breathable, protein-based fibre that evolves with daily use. Because silk is a living material, subtle markings may develop over time, especially with warmth and the natural oils around the eyes. These soft variations are completely normal for high-grade silk and reflect the gentle evolution of an authentic, natural fabric.

A light moistness on the silk or a brief moment of blurriness after use are also natural signs of the warmth taking effect. Silk absorbs moisture beautifully, and gentle heat can soften the natural oils around the eyes. These sensations settle on their own and are not considered faults.

Zephi masks are designed for daily use over 4–6 months, depending on care and frequency of heating. To preserve your mask's beauty, always begin with a clean face and allow the silk to cool and dry fully before storing.

Exchanges

Due to hygiene standards, we do not offer exchanges for colour or preference once a product has been opened or used.

Sale Items

Items purchased during promotions or sales can only be returned or exchanged if they arrive faulty.

Shipping Costs

We offer free standard shipping on all Australian orders.

For returns due to change of mind, customers are responsible for return postage. If your item is faulty or damaged, Zephi will cover all return shipping costs.

International Orders

At this stage, Zephi ships within Australia only. Returns from outside Australia will become available once international shipping launches.

How to Start a Return

  1. Email info@zephi.co with your order number and reason for return.
  2. Our team will confirm eligibility and provide return instructions.
  3. Once your item is received and inspected, your refund or replacement will be processed within 5–7 business days.

Our Commitment

Every Zephi product is designed to support your moments of rest and renewal. If something doesn't feel right, we'll make it right with the same care and attention that goes into every mask we make.