Zenova Return and Exchange Policy
Zenova Return and Exchange Policy
1. Return and Exchange Rules
Zenova accepts returns within 7 days and exchanges within 15 days from the day after you receive the product, provided the following conditions are met (excluding self-operated flash sale products, which are not eligible for exchanges). Submit your return/exchange request online.
Eligibility Criteria:
1. Functional faults or quality issues under national laws:
- Requires confirmation by an authorized service center or Zenova’s team via an inspection report.
- Eligible for returns within 7 days or exchanges within 15 days. Return shipping fees apply unless you purchased Zenova Care+ (free returns).
- *Note:* Contact Zenova if local inspection is unavailable.
2. Shipping damage, missing parts, or product mismatch:
- Report within 24 hours of delivery for verified issues (e.g., damage, leaks, missing components).
- Eligible for returns within 7 days (no exchanges). Return shipping fees apply.
- *Note:* Zenova may request courier proof or product photos for verification.
3. Other reasons (non-faulty products):
- Eligible for returns within 7 days if the product and accessories are intact (excludes custom items, perishables, or products marked "non-returnable").
- Return shipping fees apply (Zenova Care+ members enjoy unlimited free returns).
- *Note:* Customers bear return shipping costs unless exempt under Zenova Care+.
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2. Delivery Date Calculation
- Zenova-delivered orders: Counted from the day after the confirmed receipt date.
- Third-party deliveries: Based on the logistics platform’s recorded arrival date. If unavailable, Zenova will confirm the date with you.
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3. Non-Returnable Products
The following products are not eligible for non-faulty returns:
1. Customized/personalized items.
2. Perishable goods (e.g., fresh food).
3. Opened/unsealed digital media (software, audio/video downloads).
4. Newspapers/magazines.
5. Products deemed non-returnable due to nature or safety concerns, including:
a. Items affecting health/safety if opened (e.g., hygiene products).
b. Value-depreciated goods after activation/trial (e.g., electronics).
c. Products sold with defects or near-expiry dates (clearly marked).
d. Items labeled "non-returnable" and confirmed at purchase.
6. Products returned in non-original condition (missing parts, damage).
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4. Exclusions from Returns/Exchanges
Zenova will not process returns/exchanges for:
1. Non-Zenova products (mismatched serial numbers).
2. Items beyond the Three Guarantees Warranty Period.
3. Damage from unauthorized repairs, misuse, accidents, or tampering (e.g., removed labels).
4. Altered or mismatched warranty documents.
5. Other cases as legally prescribed.
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5. Additional Terms
- Refund adjustments: Cashback rewards, coupons, or credits earned via reviews will be deducted from refunds.
- Gift returns: Return all complimentary gifts with the main product. Failure to return gifts may reduce refund amounts.
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Note: Terms like "Zenova Care+" and "Three Guarantees Warranty" align with China-specific policies. Ensure localized adaptations for international audiences.