top of page

Zen Tent Events Ltd Policies

Refund Policy

The Zent Tent Ltd - Refund Policy


Policy Effective Date - 1st February 2024


At The Zen Tent, we are committed to ensuring our customers are satisfied with their purchases. However, we also understand that sometimes, items or experiences may fail to meet your expectations or encounter issues during transit, and we are here to help. Your rights and our level of responsibility depend upon what service or product you purchase. Please read the following agreement between us, once your order is confirmed.


1.0 Ticketed Events


1.1 Under the Consumer Protection from Unfair Trading Regulations 2008, you are only entitled to a refund if we cancel, postpone indefinitely, reschedule or significantly change, an event for which you have booked and paid for.


1.2 We will inform all event ticket holders of any changes as defined in 1.1, within 48 hours of any changes being confirmed. You then have up to 14 days to request a refund, after which any refund requests will not be met.


1.3 Refunds, subject to 1.1 will be refunded at full-face value you have paid, but does not include any transaction or booking fees incurred at your point of sale.


1.4 Payment will be made via the same payment method you used to purchase, and made within 10 working days of an eligible claim.


1.5 Payments, bookings or future events agreed between 3rd party event contributors, are between the purchaser and the 3rd party. As such they are not the responsibility of The Zen Tent Ltd., and are not covered by this policy.


1.6 You have the right to transfer your ticket to another person, up to 48 hours before the event, and only upon approval from the event manager. Requests for ticket transfer must be made via email to, and include the following details, of the person(s) you wish to transfer tickets:

  • Full Name

  • Postal Address

  • Contact Telephone

  • Date fo Birth


1.7 Ticket transfers are subject to both age and suitability criteria of any person tickets are being transferred to, and The Zen Tent reserves the right to refuse transfer, at its discretion.


1.8 Zen Tent Ltd is not responsible for any repayment or ticket cost transfer of any monies between original ticket holders and persons the tickets are being transferred.


1.9 Transfers are not eligible for tickets currently under a payment plan and must be paid in full before transfers are accepted.


2.0 Right to Cancel Order or Refund - Digital Products


2.1 Under The Consumer Rights Act 2015, once a digital product is downloaded, it is only eligible for a refund if the item is corrupted and/or does not function correctly.


2.2 If you believe a download meets the eligibility under 2.1, please contact us at, describing the issue encountered, along with the operating system and hardware you are trying to access the download with.


3.0 Refunds & Returns  - Physical Products


3.1 Under the UK Consumer Contracts Regulations, you can cancel your order within 14 days of receiving your goods, regardless of reason, but subject to  “3.3. Conditions for Return” below. This 14-day period begins the day after you receive the items.


For items damaged or delivered not as ordered, you have the right to return and request a refund within 30 days of receiving your order, but again subject to part “3.4. Conditions for Return” below.


3.2 Check Your Order Upon Delivery

Please inspect your order upon receipt and contact us immediately at if the item is defective, or damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.


3.3 How to Request a Return and Refund

To initiate a return and refund, please email us at with the subject line "Return and Refund Request". In your email, please provide the:

  • Order number

  • Date of purchase

  • Reason for return

  • If damaged or defective, a photograph of the issue.


If your return is accepted, we’ll email you a return shipping label, as well as instructions on how and where to send your package. Unless specifically directed to manufacturers, returns will need to be sent to the following address:


The Zent Tent Ltd

Lake View



CF72 9JT

United Kingdom


Note: Items sent back to us without first requesting a return will not be accepted.


Please remember that if your country of residence is not the United Kingdom, shipping your goods to us may take longer than expected, as will our processing of refunds. Please keep evidence of shipping, in case there are any issues in transit.


3.4 Conditions for Returns

Items must be returned in their original condition, with tags/labels, unused, and in their original packaging.

Items must be returned within 14 days of notifying us of your intention to return.

Proof of purchase, such as a receipt or order confirmation, must be included with the return.


3.5 Exclusions

The following items cannot be returned or refunded:

Custom-made or personalised items.

Digital products or downloadable content.

Items that have been used or damaged after delivery.

Any item not in its original condition or packaging.

Any perishable or organic goods

Any personal care items, already ingested or applied to the body

Any items having been in direct contact with genital areas, such as underwear, or swimwear, outer clothing worn without underwear.

Any item purchased during a sale

Physical Gift Cards and/or Digital Vouchers  


3.6 Refunds

We will notify you once we’ve received and inspected your return to let you know what happens next. Once we receive your returned item and it meets our return conditions, we will process your refund.


Refunds will be made to the original payment method within 10 business days. It may take longer to appear in your account, depending upon your own bank's systems.


If more than 15 business days have passed since we’ve approved your return, please contact us at to let us know and we will confirm when payment was sent.


3.7. Return Shipping

Customers are responsible for return shipping costs unless the item was damaged or incorrect upon arrival.


3.8. Faulty or Damaged Items

If your item arrives already damaged or faulty, please contact us immediately at with the details as explained in part “3.2: How to Request a Return and Refund”. Where we can arrange for a replacement or refund, and we will cover the return shipping costs.


4.0 General Contact

For any questions or concerns regarding our refund policy, please contact us at

Privacy Policy

The Zen Tent Web Sites - Privacy Policy

Last updated: 1st February 2024

This Privacy Policy describes how The Zen Tent Ltd. in all its trading forms (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from (the "Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.

How We Collect and Use Your Personal Information

To provide the Services, we may collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

What Personal Information We Collect

The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.

Information We Collect Directly from You

Information that you directly submit to us through our Services may include:

  • Basic contact details including your name, address, phone number, email.

  • Order information including your name, billing address, shipping address, payment confirmation, email address, phone number.

  • Account information including your username, password, security questions.

  • Shopping information including the items you view, put in your cart or add to your wishlist.

  • Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.

Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect through Cookies

We may also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). 

Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.

Where cookies are present on any of our sites, you will notified immediately on the page, and given the option to accept or reject those not necessary for your use of the site and services.

Information We Obtain from Third Parties

Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:

  • Companies who support our Site and Services, such as Wix or Stripe.

  • Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfill your orders and provide you with products or services you have requested, in order to perform our contract with you.

  • When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible or liable for the accuracy of the information provided to us by third parties and are not responsible for any third party's policies or practices. For more information, see the section below, Third Party Websites and Links.

How We Use Your Personal Information

  • Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, fulfill your orders, to send notifications to you related to you account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and to enable you to post reviews.

  • Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for new products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites.

  • Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.

  • Communicating with you. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.


Like many websites, we may use Cookies on some of our Sites. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimize the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.

Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

  • With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping).

  • With business and marketing partners, including social media sites, to provide services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices.

  • When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations, with your consent.

  • With our affiliates or otherwise within our business group, in our legitimate interests to run a successful business.

  • In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including responding to writs, search warrants and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

We have, in the past 12 months disclosed the following categories of personal information and sensitive personal information (denoted by *) about users for the purposes set out above in "How we Collect and Use your Personal Information" and "How we Disclose Personal Information":


Categories of Recipients

  • Identifiers such as basic contact details and certain order and account information

  • Commercial information such as order information, shopping information and customer support information

  • Internet or other similar network activity, such as Usage Data

  • Vendors and third parties who perform services on our behalf (such as Internet service providers, payment processors, fulfillment partners, customer support partners and data analytics providers)

  • Business and marketing partners

  • Affiliates

We do not use or disclose sensitive personal information for the purposes of inferring characteristics about you.

User Generated Content

The Services may enable you to post product reviews and other user-generated content. If you choose to submit user-generated content to any public area of the Services, this content will be public and accessible to anyone.

We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.

Third Party Websites and Links

Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children’s Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.

As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we “share” or “sell” (as those terms are defined in applicable law) personal information of individuals under 18 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use insecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

  • Right to Access / Know. You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.

  • Right to Delete. You may have a right to request that we delete personal information we maintain about you.

  • Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.

  • Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.

  • Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information.

  • Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.

  • Appeal: You may have a right to appeal our decision if we decline to process your request. You can do so by replying directly to our denial.

  • Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.

We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity, such as your email address or account information, before providing a substantive response to the request. In accordance with applicable laws, You may designate an authorised agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorised them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.



If you have complaints about how we process your personal information, please contact us using the contact details provided below. If you are not satisfied with our response to your complaint, depending on where you live you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

International Users

Please note that we may transfer, store and process your personal information outside the country you live in. Your personal information is also processed by staff and third party service providers and partners in these countries.

If we transfer your personal information out of the UK, we will rely on recognised transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.


Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at or write to us at The Zen Tent Ltd., Lake View, Talygarn, Pontyclun, Wales, CF72 9JT, United Kingdom.

For the purpose of applicable data protection laws, we are the data controller of your personal information. Our representative in the EEA and the UK is Samantha Williams and is contactable via email at

If you are not satisfied with our responses to a complaint regarding use of your data, you have the right to lodge a complaint with the Information Commissioners Office, here at



bottom of page