Refund policy

The Zeen is a device unlike any other on the market. We know that the Zeen will let many people facing mobility limitations do more for longer and increase their enjoyment of life. But like a new bicycle or an unfamiliar exercise machine, it will take some time for you to feel completely comfortable and natural with the Zeen. We humbly ask that new Zeen customers take at least two weeks of regular use to learn and become accustomed to the Zeen. During that time, you should watch our tutorial videos that explain how to adjust the Zeen and how to use it in different situations and environments. If you still have questions or any concerns, reach out to us. Our team is available to you to make the experience as enjoyable and successful as possible.

The Zeen Team offers a session of up to one hour that we encourage all users to take advantage of early in their trial period. We also offer a second session of up to thirty (30) minutes for extended training and adjustment. Any additional training is offered at $200/hour charged up front. Please speak with our support team with any questions or to schedule.

If within the initial 21 days of receiving the Zeen and after your orientation process, you are not fully satisfied with the product, you may return the Zeen to us for a refund (excluding a $275 restocking fee and two-way shipping fees) by following the steps described here.

Process for Returns

1. Contact customer service at 1-833-FOR-ZEEN (1-833-367-9336) or support@gozeen.com. If you meet the requirements, we will give you a Return Authorization number (RA number) and send written instructions for returning the Zeen. Please note that returns must be authorized by Exokinetics and assigned an RA number before shipping the product. Returned Zeens that do not have an associated RA number will not be accepted.

2. Please keep your original packaging during this 21-day evaluation period, as the Zeen MUST be returned in its original packaging. If the primary packaging is not available, request new packaging to be sent to you. If a replacement box is required, a $325 charge will be due. You can choose to be charged or have the fee deducted from the refund.

3. The Zeen must be clean and in "like new" condition, allowing for reasonable wear and tear under normal conditions during the 21-day trial period. Please take photographs to document the current condition before packing. Please capture all sides of the Zeen as this will help determine any liability regarding shipping damages. Exokinetics reserves the right to charge a sanitation fee if a Zeen is returned with filth or bodily fluids.

4. Exokinetics will send a prepaid shipping label for the Zeen return with the provided RA number. Please attach this label to the packaging and schedule your box pickup for return shipment/or deliver the box directly to the shipping vendor selected by Exokinetics.

All returns must originate from within the United States and US territories. Return shipping fee is $275 for shipments using the original Zeen packaging within the continental United States. Additional fees will be incurred from shipments originating outside of the continental United States. Please contact our team for further details.

5. Upon receipt of the returned Zeen, the Exokinetics team will assess the Zeen for damage. If your Zeen is damaged, either during use or shipment, your refund may be reduced accordingly. Our team will notify you once the product is received and fully inspected for refund details. Please expect the refund to take 4–6 weeks for completion.

Exokinetics will extend the return period for your Zeen to 31-days from receipt if:
• The Zeen being returned is in unopened condition inside the original shipping box.
• A manufacturing defect exists and is confirmed by Exokinetics customer service.
• No Zeen replacement parts are available to bring the Zeen to working condition.

We hope you enjoy your Zeen! If there is any help you need with the product, please review our library of training videos or reach out to us at any time.

You may contact customer service in any of the following ways:
• Call 1-833-FOR-ZEEN (1-833-367-9336) Monday through Friday 9 AM–5:00 PM EST. If we are closed, you can leave a message, and someone will respond as soon as possible.
•Email us at support@gozeen.com
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