Terms of Service

OVERVIEW

Welcome to ZENGUE.

Throughout these Terms, “we”, “us”, and “our” refer to ZENGUE. These Terms govern your use of our website and purchases from our store.

Our store is powered by Shopify. Personal information is handled as described in our Privacy Policy.

Please read these Terms, our product descriptions, and the policies linked below before placing an order. Nothing in these Terms limits your statutory consumer rights.

1. ACCESS & ELIGIBILITY

You must have the legal capacity to place an order. If you are under the age required to enter into a purchase contract in your location, a parent or legal guardian must make the purchase on your behalf.

Please provide accurate and complete contact, payment, and delivery information. Notify us promptly if you discover an error.

You are responsible for keeping your account credentials confidential and notifying us of suspected unauthorized account use.

2. HANDMADE PRODUCTS & DURABILITY

Our squishy balls and sensory bags are handmade, delicate sensory products—not heavy-duty toys.

Small variations in color, shape, texture, and inner details may occur. Images are illustrative, but products must still meet their descriptions and applicable quality requirements.

Our handmade sensory products naturally wear with repeated use and are not designed to last indefinitely. Their lifespan depends on their design, frequency of use, handling, temperature, and storage.

Sharp nails, pulling, stretching, excessive pressure, and rough play may damage the outer skin or seals. Heat and pressure during shipping may also affect their condition.

Please review each product’s durability information and follow our Care Guide. If you need a product suitable for prolonged or vigorous play, our delicate designs may not be suitable for you.

Handmade variations and normal wear are distinct from manufacturing defects or damage present on arrival. These product characteristics do not remove your rights concerning faulty or misdescribed goods.

Our products are not edible. Follow all product-specific age and safety warnings. Stop using any damaged or leaking item.

3. ORDERS

Please check your selected items and delivery details before completing checkout.

An order is confirmed when payment has been successfully processed and we send an order confirmation.

We may need to review an order because of stock availability, an apparent listing error, or reasonable concerns about unauthorized payment or fraud. We will contact you where clarification is needed.

If we cannot fulfill an order, we will notify you promptly and refund amounts paid for the cancelled items, including any applicable delivery charges. We will not increase the price of a confirmed order without your agreement.

Any cancellation or refusal remains subject to applicable law and your rights.

4. PRICING & PAYMENTS

Prices and available currencies are displayed on our website. Applicable delivery charges and taxes collected by us are shown at checkout.

Prices may change for future purchases, but changes do not alter the agreed price of an existing confirmed order.

You must use a payment method you are authorized to use and provide accurate billing information.

Any destination-country import charges not collected at checkout should be reviewed in the applicable shipping information before purchase.

5. SHIPPING & DELIVERY

Please refer to our Shipping Policy for processing and estimated delivery times.

Delivery estimates may be affected by carrier schedules, customs clearance, seasonal demand, or other disruptions. Estimates do not remove any agreed delivery commitments or your legal rights if an order is delayed.

Handing a parcel to a carrier does not, by itself, end our responsibilities to you.

If your parcel is significantly delayed, lost, damaged, or marked delivered but cannot be located, contact support@zengue.com. We will investigate with the carrier and arrange an appropriate resolution based on the circumstances and applicable law.

If you notice an address error, contact us immediately. Changes may not be possible after dispatch. Any proposed additional shipping costs will be explained before you agree to them.

6. RETURNS, DAMAGE CLAIMS & REFUNDS

Our Return & Refund Policy explains return eligibility, evidence requirements, and available resolutions.

Our voluntary change-of-mind return window is 7 days from delivery, subject to the conditions in that policy. This does not limit longer statutory cancellation periods or rights concerning defective goods.

Please inspect items before use. We strongly recommend recording a continuous unboxing video starting with the unopened parcel.

If an item arrives damaged, defective, incorrect, or missing, contact us promptly with your order number and clear photos or video. We will consider other available evidence if you do not have an unboxing video.

Partial refunds may be offered for minor damage with your agreement. Other circumstances may require replacement or refund in accordance with your applicable rights.

7. FRAUDULENT CLAIMS & POLICY ABUSE

We take fraud seriously. The following are not acceptable:

• Submitting fabricated or altered evidence.
• Deliberately damaging an item to obtain compensation.
• Knowingly providing false information to support a claim.
• Knowingly seeking duplicate reimbursement for the same loss.

Where fraud or deliberate abuse is established through a review of the evidence, we may decline the fraudulent claim and restrict future purchases, including permanently where warranted and permitted by law.

Customers may contact support@zengue.com to request a review if they believe a decision was made in error.

A genuine complaint, refund request, or good-faith payment dispute is not abuse. Restrictions do not remove statutory rights or our obligations regarding existing orders.

8. INTELLECTUAL PROPERTY

Website content, including our original product designs, branding, photographs, and text, belongs to ZENGUE or its respective licensors unless otherwise stated.

Commercial copying, reproduction, or distribution requires permission from the relevant rights holder, except where permitted by law.

9. THIRD-PARTY SERVICES

Our website may link to or use services provided by third parties. Those services may have their own terms and privacy policies.

We do not control independent third-party websites. However, this does not exclude our responsibilities for your purchase or for services used to fulfill our obligations to you.

10. LIABILITY & CONSUMER RIGHTS

We remain responsible for our products and services as required by applicable law.

We do not exclude or limit liability where doing so would be unlawful, including liability for fraud, death or personal injury caused by negligence, or breaches of mandatory consumer protections.

These Terms do not disclaim requirements that products match their descriptions, be of satisfactory quality, and be fit for their intended purpose where those protections apply.

11. PERSONAL USE & RESALE

Our retail store is intended for personal purchases. Please contact us before placing orders for wholesale or commercial resale.

Any restrictions we apply remain subject to applicable law.

12. CHANGES TO THESE TERMS

We may update these Terms for future use of our website and future orders.

Changes will not retrospectively reduce your rights or alter the agreed terms of an existing order without your agreement, except where required by law.

13. CONTACT

For questions about these Terms, your order, or a product issue, contact:

ZENGUE Support
support@zengue.com