Return Policy
PLEASE NOTE: Zenvora does not offer free returns. Customers are responsible for all return shipping costs.
Is it possible to return my order?
Yes. If you are not satisfied with the items you have ordered, you may return them within 30 days of receipt.
To be eligible, returns must meet the following conditions:
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Include all necessary parts, components, and original packaging exactly as received.
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The product must be in original condition; damage due to careless handling is excluded.
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Products where hygiene is important must be thoroughly cleaned before being returned.
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We reserve the right to charge shipping costs to the customer.
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Returns will be processed within 7 working days, and if conditions are met, the return will be officially acknowledged within this period.
We reserve the right to refuse returned items if we suspect they have been used or damaged beyond our control.
How can I return my order?
If your order meets the above conditions, follow these steps to initiate a return:
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Send an email to info@zen-vora.com.
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Include the following information in your email:
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Order number
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Reason for the return request
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Photo of the product if damaged
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First name and last name of the customer
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Customer's address
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We will contact you and provide the correct return address. Please do not send the return to the sender. Customers are responsible for all return shipping costs.
Cancellation
You may cancel your order if you are a consumer (natural person making a purchase for non-commercial purposes).
CANCELLATION CONDITIONS:
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Cancellation is possible within 1 hour of placing the order.
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After 1 hour, cancellation is not possible because the order is already being processed.
Due to our fully automated system, orders are processed as soon as they are placed, so we cannot interrupt the shipping process once an order is in progress. Refunds are therefore not possible until the goods are received.
To exercise your right of withdrawal, you must inform Zenvora via a clear statement (e.g., email). Withdrawal is complete once we receive the goods. Return shipping costs are the customer's responsibility.
Customs Fees
Return shipments may be subject to customs inspection and additional fees. Any duties, taxes, or handling charges applied by customs authorities are the responsibility of the customer. Zenvora does not cover or refund these costs.
Damaged or Faulty Items
If you receive damaged or faulty items, contact our customer service team immediately. Include photos as proof and clearly describe the issue.
If the fault is on our end, we will send replacement items free of charge.
Consequences of Withdrawal
If you withdraw from a contract:
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We will reimburse all payments received, excluding delivery costs (except for additional costs if you chose a more expensive shipping method).
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Reimbursement will be made without undue delay, and no later than 14 days after we are informed of your decision and have received the goods.
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Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.
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Customers will not be charged any fees for the refund.
Important: All returns are sent to our central warehouse in China, at the customer’s expense.