Refunds & Return

What is Zenvorin’s return policy?

Zenvorin can accept your return for a refund within the first 14 days after you receive your package. If you have not requested a return within 14 days, we cannot offer a refund under this policy.

If you are eligible for a return, please note that we do not cover return shipping costs for returns due to personal reasons. Your returned goods and packaging should be in good condition.

If your return is due to a product malfunction, please first take photos or videos of the item and contact us. We will cover your return shipping costs and issue a refund. Alternatively, you can choose to have us send a replacement and offer you a discount.

How do I start the return process?

To begin the return process, please email support@zenvorin-uk.com with your order number and the reason for your return.

What if I don’t have my order number?

To locate your order number, we will need a valid email address, your full name, and the shipping address for your order. Your order number can also be found in your Zenvorin account, on your packing slip, and in your order confirmation emails.

How should I package my return?

Please use a cardboard box to ship your return and include a piece of paper with your order ID inside the package. Fill any excess space with packing peanuts or bubble wrap to ensure that your item is not damaged during transit. Items returned damaged due to poor packaging will not be eligible for a refund.

Zenvorin will provide the return address. Please do not send a return without contacting us first, to avoid inconvenience and unnecessary losses. Please note that our return address is not the address on the parcel’s label.

Before sending any returns, please contact our customer service team. They will provide the correct return address and help ensure the process goes smoothly.

Important: Returns sent without contacting us first may be delayed or lost.

How long will Zenvorin take to process my return?

It takes 5–7 business days to process a return once it has been delivered to our warehouse. If approved, your refund will be issued within 48 hours of processing your return. For US credit cards, it typically takes 2–3 business days for the refund to appear in your account. For international credit cards, it can take 5–7 business days, sometimes longer depending on your financial institution’s policy.

If you have not received your refund, please contact us at support@zenvorin-uk.com.

If I return my order for a refund, must I return the free gifts that came with it?

No. Please feel free to keep any free gifts that came with your order at the time of purchase.

Does Zenvorin provide return labels?

We do not provide return shipping labels or cover the cost of domestic or international returns, except in specific situations.

What happens if my return is lost in the mail?

We highly recommend saving your return tracking number until you receive confirmation from Zenvorin that your package has been processed. Always take a photo of your return receipt from the courier, as it may help if your package is lost during transit back to Zenvorin.

Refunds cannot be issued for items that are not received safely by Zenvorin. However, a claim can be opened if you provide a return tracking number showing confirmed delivery to Zenvorin.

Why did I not receive a full refund?

Shipping fees for all orders are nonrefundable and may be deducted from your refund. There are also certain situations where only partial refunds are granted.

14-Day Return Policy

Our customers are very important to us. If you are not satisfied with your merchandise for any reason, you may return it within 14 days from the day your order is received, subject to the conditions below. You may choose to exchange your returned items for other merchandise, receive account credit towards future purchases, or receive a refund to your credit card.

The cost to you would be the shipping fees plus a 20% restocking fee. The conditions for a refund are listed below.

To Return

If you wish to return your order, please email us. Please ensure you have read the following before contacting us:

• Merchandise must be returned in its original packaging.
• All original packaging, poly bags, display boxes, and hang tags must be included.
• The customer is responsible for all shipping charges.
• A 15% handling fee will be deducted from the refund.
• We are not responsible for the package until it arrives at our warehouse. We highly recommend purchasing shipping insurance and obtaining a tracking number before sending it back.

Canceled Orders

If you place an order and decide to cancel it while it is in transit, you will be responsible for all shipping fees. Once a package has been shipped, shipping fees apply both to and from your location. Canceled orders are also subject to a 20% restocking fee. If you have any questions, please contact us before returning your merchandise.

We only accept order cancellations within 24 hours of placing an order and before shipment. We will arrange shipment within 3 days of placing the order. To qualify for cancellation, your request must meet both conditions: it must be submitted within 24 hours of placing the order and before the order is shipped.

If the return is due to the customer’s fault, the customer will be responsible for shipping costs, as determined by the selected courier.

If the goods received are damaged or incorrect due to our error, the customer will not be required to pay return shipping costs.

Notices

1. Returned products should be packed in their original boxes. If the original box is lost, an additional fee of GBP 25 applies.
2. An additional shipping fee of GBP 50 applies in either of the following situations:
   • Delivery fails because the customer provided an incorrect address when ordering.
   • The customer refuses delivery or does not collect the package when it arrives.