Return & Refund Policy

Last Updated: September 21, 2026

At ZenoviaLiving, we want you to be satisfied with your purchase. If something is not right with your order, please contact us and we will do our best to assist you.

This Return & Refund Policy applies to purchases made directly through www.zenovialiving.com.

1. 30-Day Return Policy

We accept eligible returns within 30 days of the date your order is delivered.

To be eligible for a return:

• The item must be unused, unworn, unwashed, and in the same condition in which you received it.

• The item must include its original packaging, accessories, manuals, tags, and other components, where applicable.

• You must provide your order number or other proof of purchase.

• The return request must be submitted within 30 days of delivery.

Items that are used, damaged after delivery, altered, washed, assembled incorrectly, or returned with missing parts may not qualify for a full refund.

To request a return, please contact:

Email: support@zenovialiving.com

Please include your order number, the item(s) you wish to return, and the reason for the return.

Do not return an item before receiving return instructions from us. Our fulfillment facilities may vary depending on the product and destination. Returns sent to an unauthorized address may not be accepted or refunded.

2. Return Shipping Costs

Change-of-Mind Returns

If you are returning an item because you changed your mind, ordered the wrong item, no longer want the product, or for another reason that is not caused by an error on our part, you are generally responsible for the return shipping costs.

Original shipping charges are generally non-refundable, except where required by applicable law.

We do not charge a restocking fee for eligible returns unless specifically disclosed to you before purchase and permitted by applicable law.

Damaged, Defective, or Incorrect Items

If you receive an item that is:

• damaged in transit;

• defective;

• materially different from the product ordered; or

• the wrong item due to an error on our part,

please contact us at support@zenovialiving.com as soon as possible.

For faster assistance, please provide:

• your order number;

• a description of the problem; and

• clear photos or videos showing the item, packaging, shipping label, and the relevant damage or defect where applicable.

We recommend notifying us of visible shipping damage or incorrect items within 14 days of delivery. This notification period does not limit any rights you may have under applicable consumer law.

After reviewing your claim, we may offer an appropriate solution such as a replacement, refund, partial refund, or other remedy as required by applicable law.

Where the return is required because the item is defective, damaged on arrival, or incorrect due to our error, we will cover reasonable return shipping costs or provide other return instructions where applicable.

3. Non-Returnable Items

Certain items may not be eligible for return, including:

• items that have been used, washed, altered, or damaged after delivery;

• items returned without essential components or original packaging where their absence materially affects the item's value;

• personalized, customized, or made-to-order products;

• gift cards;

• products clearly marked as Final Sale or Non-Returnable before purchase; and

• sealed hygiene-sensitive products once the seal has been opened, where permitted by applicable law.

These exclusions do not apply where the item is defective, damaged, incorrectly supplied, or where applicable law gives you a right to return the item.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

4. Return Authorization

All returns must first be authorized by our customer support team.

To start a return, email support@zenovialiving.com with your order information.

If your return is approved, we will provide the appropriate return address and instructions.

Please do not send returns to the company registration address or to the address shown on the original shipping package unless our customer support team specifically instructs you to do so.

Different products may be shipped from or returned to different fulfillment facilities.

We are not responsible for products returned to an incorrect or unauthorized address.

5. Returning Your Product

When returning a product, please package it securely to prevent damage during transit.

For customer-arranged returns, we strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking number until your refund has been completed.

Unless otherwise required by law, we cannot guarantee that we will receive a returned item sent without tracking, and we may be unable to issue a refund if the return cannot be verified as delivered.

6. Refunds

Once we receive and inspect your eligible return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days after refund approval for the refund to appear in your account. The exact processing time may vary depending on your bank, credit card company, PayPal, or other payment provider.

We cannot control processing delays caused by banks or payment providers.

Unless otherwise required by applicable law, refunds for change-of-mind returns generally cover the purchase price of the returned product and any applicable refundable taxes, but do not include the original shipping charges or return shipping costs.

Where applicable consumer law requires us to refund standard outbound delivery charges, we will comply with those requirements.

7. Partial Refunds

In certain circumstances, only a partial refund may be granted where permitted by applicable law. This may apply when:

• an item shows signs of use beyond what is reasonably necessary to inspect it;

• an item is returned damaged for reasons not caused by us;

• parts, accessories, manuals, or packaging are missing; or

• the condition of the product has materially reduced its value.

Any deduction will be reasonable and based on the loss in value of the returned product.

This section does not limit your rights regarding defective, damaged, or incorrectly supplied products.

8. Exchanges

If you would like a different product, color, size, or variant, please contact us at support@zenovialiving.com.

Where an exchange is available, our customer support team will provide instructions.

In some cases, the fastest option may be to return the eligible item for a refund and place a new order separately.

Product availability cannot be guaranteed while a return or exchange is being processed.

9. Missing Items or Incomplete Orders

If an item is missing from your order, please first check your shipping confirmation because products from the same order may sometimes be shipped separately.

If all shipments have been delivered and an item is still missing, please contact:

support@zenovialiving.com

Please provide your order number and details of the missing item.

We will investigate the issue and provide an appropriate resolution where the item is confirmed to be missing.

10. Packages Marked as Delivered but Not Received

If your tracking information shows that your package has been delivered but you cannot locate it, please:

1. Check around your delivery location and with household members or neighbors where appropriate.

2. Check with the carrier or local delivery office.

3. Contact us at support@zenovialiving.com if the package still cannot be located.

We will assist you in reviewing the available tracking and delivery information.

Cases involving confirmed loss, delivery errors, or other carrier issues will be handled based on the circumstances and applicable consumer law.

11. Refused, Unclaimed, or Undeliverable Packages

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If a package is returned because:

• the customer provided an incorrect or incomplete address;

• the customer refused delivery without prior authorization;

• the package was not collected from the carrier; or

• delivery could not be completed for reasons attributable to the recipient,

we may deduct reasonable return shipping or carrier charges from the refund where permitted by applicable law.

This section does not apply where delivery failure was caused by an error on our part or where applicable law provides otherwise.

12. Order Returned Without Authorization

Please contact us before returning any product.

Items returned without prior authorization, returned to an incorrect address, or returned in a manner that prevents us from identifying the related order may delay or prevent us from processing the refund.

Unauthorized returns do not automatically qualify for a refund.

13. Chargebacks and Payment Disputes

If you have an issue with your order, we encourage you to contact us at support@zenovialiving.com first so we can try to resolve the matter promptly.

Nothing in this Policy limits your lawful rights to dispute a transaction with your payment provider where applicable.

14. European Union and United Kingdom Customers

If you are a consumer located in the European Union, European Economic Area, United Kingdom, or another jurisdiction that provides mandatory cancellation or withdrawal rights for online purchases, you may have additional statutory rights.

These rights may include a legal cooling-off period and rights relating to refunds, delivery charges, defective products, and return costs.

Our voluntary 30-day return policy does not replace, restrict, or reduce any mandatory consumer rights available to you under applicable law.

Where this Policy conflicts with mandatory consumer protection law applicable to your purchase, the mandatory legal requirements will apply.

15. Statutory Consumer Rights

This Return & Refund Policy provides contractual rights in addition to any mandatory rights available to consumers under applicable law.

Nothing in this Policy is intended to exclude, restrict, or modify any consumer guarantee, warranty, remedy, cancellation right, or other right that cannot legally be excluded or limited.

16. Purchases from Third-Party Retailers

This Policy applies only to products purchased directly from ZenoviaLiving at www.zenovialiving.com.

If you purchased a ZenoviaLiving product through another retailer, marketplace, distributor, or third-party seller, please contact that seller directly and follow their applicable return and refund policy.

17. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes to our operations, products, legal requirements, or business practices.

The version published on our website at the time of your purchase will apply to your order, subject to any mandatory rights provided by applicable law.

18. Contact Us

If you have any questions about a return, refund, damaged item, or this Policy, please contact us:

ZenoviaLiving

Company Name: Shenzhen Qiaoetao International Trading Co., Ltd.
Registration No.: 91440300MAKDA8PX0G
Email: support@zenovialiving.com
Tel: +86 181 7561 6419
Address: Room 404, No. 71 Tiegang Village, Tiegang Community, Xixiang Subdistrict, Bao'an District, Shenzhen, China

Website: www.zenovialiving.com