Refund and Returns Policy

Return & Refund Policy

At ZENOVA, we want you to feel confident when shopping with us. Please read our return and refund policy carefully before placing an order.

Order Cancellation

Orders may be cancelled within 12 hours after purchase if the order has not yet been processed or shipped.

Once an order has been processed, packed, or shipped, it can no longer be cancelled.

Return Window

We accept return requests within 14 days after delivery.

To be eligible for a return, the item must be unused, undamaged, and in its original packaging. Items that show signs of use, wear, damage, stains, missing parts, or missing packaging may not be accepted.

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

Return Shipping

For returns due to personal reasons, including changing your mind, ordering the wrong item, or no longer wanting the product, the customer is responsible for return shipping costs.

Because our products may be shipped from international fulfillment partners, the return address may be different from the shipping address shown on the package.

Please do not return your order to the sender address on the package without contacting us first. We will provide the correct return instructions by email.

We recommend using a trackable shipping service for returns. ZENOVA is not responsible for returned packages that are lost in transit.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging
  • A short description of the issue

After reviewing the case, we may offer a replacement, partial refund, or full refund depending on the situation.

Non-Returnable Items

The following items cannot be returned:

  • Used items
  • Items damaged by the customer
  • Items without original packaging
  • Items returned without prior approval
  • Items that are not in their original condition

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Original shipping fees, if any, may not be refundable unless the item arrives damaged, defective, or incorrect, or unless otherwise required by applicable law.

Lost or Delayed Packages

All orders are shipped with tracking when available.

If your package is significantly delayed or appears to be lost in transit, please contact us and we will help investigate the issue with the shipping carrier.

If the package is confirmed lost, we may offer a replacement or refund depending on the situation.

Contact Us

If you have any questions about returns or refunds, please contact us before sending any item back.

Email: xmao3093@gmail.com