Return Policy

The window

Eligible products may be returned within 30 calendar days of confirmed delivery.

Condition we need it back in

• Unused

  Returned in the condition it arrived in — not used up, worn through or altered.

• Complete

  Original parts and accessories included.

• Packaged

  Original packaging included where that is reasonably possible.

• Traceable

  Accompanied by valid proof of purchase or the relevant order information.

Starting a return

1. Email us firstWrite to service@zenvuq.com before sending anything back. Unannounced parcels are harder to match to an order.
2. Tell us what we needOrder number, the item being returned, the reason, and photographs or video where relevant.
3. Get the addressOnce the request is reviewed and approved, support sends the correct return warehouse address and the instructions that go with it.
4. Send itReturns are inspected on arrival to confirm the requirements above have been met.

Who pays for the return

Refund timing

Once an approved return has been received and inspected, eligible refunds are issued to the original payment method. Our side of the processing generally takes 5–10 business days.

Banks and payment providers often need additional time before the money shows in the account. That part is outside our control.

Damaged, defective, incorrect or incomplete

If an order turns up damaged, defective, incorrect, incomplete or materially different from its description, contact us as soon as is reasonably possible. Send the order number and supporting photographs or video where appropriate. After we have reviewed the issue we put forward a reasonable solution — replacement, refund or a return arrangement — based on the circumstances.

Cancelling before it ships

Cancellation requests should reach service@zenvuq.com promptly. We make a reasonable effort to process requests that arrive before fulfilment begins. Once fulfilment or shipment has started, cancellation cannot be guaranteed. No cancellation fee is charged where an order is successfully cancelled before fulfilment.

Business details