Refund & Return Policy
At Zenviy, we want you to be completely “envious” of your own purchase. If a piece doesn’t meet your expectations, we are here to help. Please review our guidelines below.
1. 7-Day Exchange Window
We offer a 7-day exchange or store credit policy for most items. If 7 days have passed since your delivery date, we unfortunately cannot offer you an exchange or credit.
2. Eligibility for Returns
To be eligible for a return/exchange:
- The item must be unworn, unused, and in the same condition that you received it.
- It must be in the original Zenviy packaging (pouch/box) with all tags still attached.
- You must provide a receipt or proof of purchase.
3. Non-Returnable Items (Hygiene Policy)
For the safety and hygiene of all our customers, the following items cannot be returned or exchanged under any circumstances:
- Earrings: Due to health and hygiene regulations.
- Customized/Name Jewelry: Any piece specifically engraved or made-to-order.
- Sale Items: Items purchased during a “Clearance” or “Flash Sale” are final sale.
4. Damaged or Defective Items
We take pride in our quality, but if a piece arrives damaged:
- You must report the damage within 24 hours of delivery.
- Send a clear photo and video of the defect to returns@zenviy.store or our WhatsApp support.
- We will replace the item at no extra cost to you. If the item is out of stock, a full refund or store credit will be issued.
5. The Refund Process
- Cash Refunds: We only offer cash refunds in the event of a manufacturing defect or if we cannot fulfill your order.
- Store Credit: For “Change of Mind” returns, we issue a digital Zenviy Gift Card/Store Credit for the value of the item, which you can use for any future purchase.
- Processing Time: Once your return is received and inspected, we will notify you of the approval or rejection. Approved refunds are processed within 5-7 business days.
6. Return Shipping
- Customer Responsibility: For exchanges due to “Change of Mind,” the customer is responsible for paying the shipping costs for returning the item.
- Non-Refundable Shipping: Original shipping charges are non-refundable.
- Safe Transit: We recommend using a trackable courier service. Zenviy is not responsible for items lost or damaged during the return transit.
How to Initiate a Return
- Email us at returns@zenviy.store with your Order ID.
- Our team will provide the return shipping address for our Islamabad warehouse.
- Pack the item securely and ship it back to us!