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ZENOVA

Returns & Refunds Policy

At Zenova, every product is crafted with care and science.

If you need to return or request a refund after purchase, we’ll handle it thoughtfully so your skin-care journey stays worry-free.

Return Window & Conditions

  • You may request a return/refund within 7 days of receiving the item (based on the courier’s delivery record).

  • Items must be brand new, unopened, and unused, with all original packaging, gifts, or bundle components included.

  • Please contact Customer Support to obtain authorization before sending anything back. Unauthorized returns will not be accepted.


Non-Returnable Items

  • Items that have been opened or used
  • Requests made after 7 days from receipt
  • Personal preference reasons (e.g., scent or texture not as expected)
  • Sale items, items labeled “non-returnable,” sample sachets, and gift cards

Damaged, Leaking, or Incorrect Items

  • If you receive a damaged, leaking, or incorrect product, please contact us within 48 hours with photos.

  • Once verified, we will replace or refund the item free of charge (subject to stock availability).

Shipping Fees & Refund Process

  • Returns due to personal reasons: Return shipping is borne by the buyer; the original shipping fee is non-refundable.

  • Returns due to Zenova’s error or product defects: We will cover the shipping cost.

  • After inspection, refunds will be processed within 7–14 business days to the original payment method.

Exchanges

  • General exchanges: Please return the item for a refund and place a new order.

  • Defective or incorrect items: We will arrange a direct replacement, with all costs covered by Zenova.

Our Commitment

Zenova believes skin care is a long-term journey.

If you experience any issues while using our products, please reach out—we listen and respond with care.

Customer Support: zenova.skincare@gmail.com