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.

Our 30-Day Guarantee

We know it's hard to imagine how Zephi feels until you've tried it. So you have 30 days from delivery to use your mask and decide. If it isn't for you, send it back for a refund — even if you've worn it.

To be eligible:

  • Let us know within 30 days of delivery.
  • Proof of purchase (order number or receipt) is required.
  • Please return the mask in its box where you still have it.
  • Return postage is at your cost. We'll send you the address and instructions.

Once your return is received, 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.

A note on used returns. Any mask that comes back to us having been used is retired — never cleaned up, never resold, never sent to someone else. That's the cost of offering a real guarantee, and we think it's worth it.

Faulty or Damaged Items

All Zephi products are carefully inspected before shipping, but if your mask arrives damaged or faulty, please contact info@zephi.co 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

We don't swap a used mask for a different colour — every returned mask is retired rather than re-sent. If you'd prefer a different colourway, return your mask under the 30-day guarantee and place a new order.

Sale Items

The 30-day guarantee applies to every Zephi mask, including any bought during a promotion.

Shipping Costs

We offer free standard shipping on all Australian orders, with Express Shipping available for $10. We also offer free standard shipping on all United States orders.

For returns under our 30-day guarantee, customers are responsible for return postage. If your item is faulty or damaged, Zephi will cover all return shipping costs.

International Orders

Zephi currently ships to Australia and the United States. The same 30-day guarantee and return process above apply to orders from both countries. Don't see your country listed? Get in touch at info@zephi.co — we're expanding and would love to hear from you.

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.