Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@zenviira.com . Please note that returns will need to be sent to the following address: [WE WILL LET YOU KNOW AT THE TIME OF RETURN REQUESTS ]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@zenviira.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Exceptions & Non-Returnable Items
Certain product categories are not eligible for return due to safety, hygiene, or product-integrity guidelines. This includes perishable or consumable goods, personal-care items, flammable materials, gases, and assembly-based model kits that are intended for hands-on construction and display.
In particular, we are unable to accept returns for the following assembly products, including CISON V8 Engine Model Kit, Teching Turbo 4 Engine Kit, and Toyan Twin 7 Engine Kit, as they are highly detailed engineering kits supplied as assembly projects. Similarly, Kitty Kiss Balls are considered perishable consumable goods, and are not returnable. Please note that we also cannot accept returns on sale items, gift cards, or gift certificates, including gift cards issued through Shopify.
If you have questions or concerns about your specific item, we encourage you to contact our dedicated support team at support@zenviira.com for the fastest assistance.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@zenviira.com.