Return & Replacement Policy

At ZENVYX, customer satisfaction is our priority. We carefully check and pack our products before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete product, we are here to help.

1. Return & Replacement Period

Customers can request a return or replacement within 3 days (72 hours) of receiving the order.

Requests submitted after this period may not be accepted, except where otherwise required under applicable consumer protection laws.

2. Eligible Reasons for Return or Replacement

You may request a return or replacement if:

• You receive a damaged product.

• You receive a defective or non-working product.

• You receive a different product from what you ordered.

• Any essential item or accessory is missing from the package.

• The product has a manufacturing defect.

All requests will be reviewed and verified by our support team.

3. Mandatory Unboxing Video

To help us verify delivery-related issues quickly, customers are strongly requested to record a continuous, unedited unboxing video while opening their package.

Please follow these instructions:

• Start recording before opening the shipping package.

• Clearly show the sealed package and shipping label.

• Record the entire opening process without cuts, pauses, or editing.

• Show the product and all included accessories clearly.

• Highlight any visible damage, missing items, or defects.

Important: An unboxing video is strongly recommended as supporting evidence for faster claim verification. However, the absence of a video alone will not automatically remove any rights available under applicable consumer protection laws.

4. Conditions for Return or Replacement

For a return or replacement request:

• The product should be returned with its original packaging.

• All included accessories, manuals, and other supplied items should be included.

• The product should not show damage caused by misuse, accidents, or unauthorized modifications.

• Proof of purchase or order details must be provided.

• The issue must be reported within the applicable 3-day period.

5. Non-Returnable Situations

Returns or replacements may not be accepted for:

• Physical damage caused by the customer after delivery.

• Products damaged due to improper use or handling.

• Products showing unauthorized repairs or modifications.

• Change-of-mind requests or personal preference, unless covered by our applicable return offer or consumer law.

These exclusions do not affect remedies available for defective, damaged, incorrect or misrepresented products under applicable law.

6. How to Request a Return or Replacement

To submit a request:

1. Contact our customer support within 3 days of delivery.

2. Share your order ID and registered contact details.

3. Explain the issue clearly.

4. Share product photos and the unboxing video, if available.

5. Our team will review your request and provide the next steps.

7. Refund Policy

If a refund is approved, it will be processed to the original payment method wherever possible.

The processing time may depend on your bank or payment provider. We will communicate the applicable refund timeline after approval.

8. Return Shipping Charges

If the product is damaged, defective, incorrect, or incomplete due to an issue attributable to ZENVYX or its fulfilment process, we will arrange an appropriate return or replacement process without charging the customer for the return.

For other eligible returns, any applicable shipping charges will be communicated in advance, subject to applicable law.