Refund policy

Return & Refund Policy

Last Updated: August 29, 2026

At Zenvio, we want you to be completely satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or otherwise has an issue, we are here to help.

1. Returns & Refunds

You may request a return or refund if:

  • You received the wrong product.

  • The product arrived damaged or defective.

  • The product is significantly different from its description.

  • There is another valid issue with your order that we determine qualifies for a return or refund.

Please contact us as soon as possible after receiving your order.

2. Return Request Period

Return or refund requests should be submitted within 7 days of receiving your order.

To request a return or refund, please contact our customer support team with:

  • Your order number

  • A description of the issue

  • Clear photos or videos showing the product and the problem

We may request additional information if needed to review your request.

3. Items That Cannot Be Returned

For hygiene, safety, or product-specific reasons, certain items may not be eligible for return once opened or used.

This may include:

  • Personal-care or hygiene products

  • Products that have been used, damaged, or altered by the customer

  • Items without their original packaging, where the packaging is necessary for the return

  • Products specifically identified as non-returnable on their product page

This does not affect your rights regarding products that are defective, damaged, incorrect, or otherwise covered by applicable consumer protection laws.

4. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us promptly with photos or videos of the product and packaging.

After reviewing the issue, we may offer:

  • A replacement at no additional cost; or

  • A refund for the affected item.

5. Change of Mind

If you simply change your mind after placing an order, please contact us as soon as possible.

If the order has not yet been processed or shipped, we will do our best to cancel it.

Once an order has been shipped, cancellation may no longer be possible.

6. Return Shipping

If the return is required because we sent the wrong product or the product arrived damaged or defective, Zenvio will determine the appropriate return solution.

For other approved returns, any applicable return shipping costs will be communicated to you before the return is arranged.

7. Refunds

Once an approved refund is confirmed, the refund will be processed through the original payment method where possible.

The time required for the refund to appear in your account may vary depending on your payment provider or bank.

Shipping charges, customs duties, or other charges may be non-refundable where applicable, unless required otherwise by law or determined by Zenvio.

8. Exchanges

If an item is eligible for an exchange, we may provide a replacement depending on product availability.

If the requested replacement is unavailable, we may offer a refund or another appropriate solution.

9. Order Issues

If you believe there is a problem with your order, please contact us before sending anything back.

Do not return an item to the sender's address shown on your package unless our support team has specifically instructed you to do so.

10. Contact Us

For return, refund, or order-related questions, please contact our customer support team:

Email: zenviovault@gmail.com

Please include your order number in your message so we can assist you more quickly.

Zenvio reserves the right to review each return or refund request individually and to provide the appropriate resolution in accordance with this policy and applicable UAE consumer protection requirements.