Refund policy

Returns

 

We have a 30-day return policy, which means you have 30 days from the date your order is marked as delivered by the carrier tracking service to request a return.

 

To be eligible for a return, your item must be in its original condition, unused, with all original packaging and accessories included. You will also need proof of purchase, such as your order confirmation email, order number, or payment receipt.

 

To start a return, please contact us either by filling out the contact form on our website or by sending us an email at info@zenvrastore.com.

 

For attachments (such as photos or documents), please contact us directly by email.

 

Once your return request is reviewed and approved, we will provide you with the return shipping address and detailed instructions on how to send your item back.

 

Please do not send any returns to us before receiving our confirmation and return instructions, as we cannot accept packages that were not authorized in advance.

 

If your return is accepted, we’ll provide the necessary return information and guide you through the process step-by-step.

 

For any questions about returns or assistance with your order, feel free to reach out at info@zenvrastore.com.

 

 

Damages and issues

 

Issues must be reported within 7 days from the date of delivery, along with the requested evidence, to be eligible for resolution.

 

Please inspect your order upon delivery. If your item arrives defective, damaged, or different from what you ordered, contact us as soon as possible at info@zenvrastore.com.

 

Please include your order number and clear photos of the item and its packaging so we can review the issue. In some cases, we may request a short video demonstrating the issue to verify functionality problems.

 

Once the issue has been verified, we will determine the most appropriate resolution based on the nature of the issue. This may include a replacement or, where applicable, a full refund, depending on your preference and eligibility.

 

If a defect is reported after 7 days from delivery, the item may still be eligible for return under our standard 30-day return policy, subject to condition requirements.

 

 

Warranty

 

All Zenvra products include a 6-month limited warranty covering manufacturing defects that occur under normal, intended use.

 

This warranty does not cover damage caused by misuse, physical impact, water exposure (for products that are not designated as waterproof), or improper handling.

 

If you experience an issue that may be covered under warranty, please contact us at info@zenvrastore.com, including your order number, clear photos of the product, and a brief description of the issue.

 

Our team will review your claim and provide the next steps for replacement or refund where applicable, including defects reported after the 7-day post-delivery period.

 

 

Exceptions / Non-Returnable Items

 

For hygiene and safety reasons, certain personal-use wellness, fitness, and skincare devices cannot be returned once opened or used.

 

For hygiene and safety reasons, we cannot accept returns on items that show signs of use, contact with the skin (wearable devices, or similar products), or insertion into the body. Items that have been used beyond basic inspection will not be eligible for return.

 

If the item has not been opened, used, or tested, it may still be eligible for return under our standard return policy.

 

We also cannot accept returns on gift cards, final sale items, and custom / personalized orders.

 

Due to the digital nature of E-Books and other downloadable digital products, and the fact that access is provided immediately upon purchase, all such sales are final and non-refundable. Once the file has been sent, delivered, downloaded, or accessed, we are unable to offer refunds, exchanges, or cancellations.

 

By completing your purchase, you expressly consent to immediate access to the digital content and acknowledge that you thereby waive your right of withdrawal where applicable under consumer protection laws.

 

If you are unsure whether your item qualifies for a return, just contact us — we’re here to help.

 

Exchanges

 

At this time, we do not offer direct item-for-item exchanges.

If you would like a different model or product, the fastest way is to submit a return request for the original item. Once the return is accepted and processed, you may place a new order for the item you prefer.

 

This ensures accurate order handling and the fastest processing time, so you can receive your preferred item without unnecessary delays.

 

European Union 14-Day Cooling-Off Period

 

If your order is being delivered within the European Union, you have the legal right to cancel or return your order within 14 days of delivery, for any reason and without providing a justification.

 

To qualify, the item must be returned unused, in its original condition, with all accessories included, and in its original packaging.

 

You will also need to provide proof of purchase (such as your order confirmation email or receipt).

 

For hygiene and safety reasons, we cannot accept returns on items that show signs of use, contact with the skin (wearable devices, or similar products), or insertion into the body. Items that have been used beyond basic inspection will not be eligible for return.

 

Refunds

 

If your order has not been delivered within 60 days from the date it was shipped (as shown by the carrier’s tracking information) and the tracking status still does not show as “delivered”, you may request a refund or a replacement item. If tracking confirms delivery but the package was not received, additional verification from the carrier or postal authority will be required (Non-Delivery Certificate / Proof) to proceed with a refund or replacement request. Please contact us at info@zenvrastore.com, so we can review the shipment with our logistics partners and confirm your eligibility.

 

Refunds or replacements are issued only where the issue is confirmed to be caused by fulfillment, shipping, or manufacturing defects.

 

Once we receive and inspect your returned item, or confirm that your order is undeliverable after the 60-day period described above, we will notify you whether your refund has been approved. If approved, your refund will be processed back to your original payment method within 7–10 business days.

 

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

 

If more than 15 business days have passed since your refund was approved and funds have still not appeared, please contact us at info@zenvrastore.com and we’ll be happy to assist.