Return Policy
Return & Refund Policy
Effective Date: October 2026
At Zenviua, we want every customer to feel confident when purchasing jewelry and accessories from our store.
We understand that an item may occasionally need to be returned because it does not meet your expectations, arrives damaged, or there is an issue with the order. This policy explains how return, refund, exchange-related and cancellation requests are handled.
For assistance, please contact our customer support team at:
Email:
service@zenviua.com
When contacting us about an existing order, please provide your Order ID and the email address used at checkout whenever possible.
1. 180-Day Free Return Guarantee
Zenviua provides an 180-Day Free Return Guarantee for eligible purchases.
A return request may be submitted within:
180 calendar days from the date the order is delivered
Requests submitted after the 180-day period may not be eligible for return unless applicable consumer protection laws provide otherwise.
Before returning an item, please contact Zenviua and obtain return approval and the applicable return instructions.
Please do not mail products back without first contacting our customer service team.
2. Return Eligibility
To qualify for a standard return, jewelry or accessories should generally be returned in an appropriate condition.
Depending on the product and reason for return, we may ask that the item:
- Has not been unnecessarily worn or used;
- Remains in its original condition where reasonably possible;
- Includes its original packaging when available;
- Includes any accessories, inserts, cases, pouches, chains, attachments, or other components originally supplied with the item;
- Matches the product associated with the original order.
Minor packaging damage caused during normal opening will not automatically make an item ineligible for return.
Certain items may require additional review where hygiene considerations apply, particularly jewelry intended for pierced areas. This does not limit a customer's rights where an item is defective, damaged, incorrect, incomplete, or materially different from its description.
3. Damaged, Defective or Incorrect Items
Please contact Zenviua if your order arrives with a problem such as:
- Jewelry damaged during delivery;
- Manufacturing defects;
- Incorrect jewelry or accessories received;
- Missing components or accessories;
- An item that differs materially from the description presented on our website.
To help us assess the issue efficiently, we may ask you to provide:
- Your Order ID;
- Your name;
- The email address associated with the purchase;
- A brief explanation of the issue;
- Clear photographs or videos showing the product and the relevant problem.
After reviewing the information, Zenviua will determine the appropriate solution based on the circumstances.
Possible solutions may include:
- Sending a replacement;
- Issuing a full or partial refund where appropriate;
- Arranging a return;
- Providing another reasonable resolution.
Where Zenviua confirms that an item is damaged, defective, incorrect, incomplete, or materially misdescribed, the customer will not be charged additional return costs for resolving the confirmed issue.
4. Returns for Change of Mind
Eligible items may also be returned within the 180-day period when the customer simply decides not to keep the product.
Examples include situations where:
- The jewelry no longer suits your preference;
- You selected the wrong style or item;
- You decide you no longer need the product;
- You change your mind after receiving your order.
These returns remain subject to the eligibility requirements stated in this policy.
Under our 180-Day Free Return Guarantee, approved qualifying returns can be returned without an additional return shipping charge to the customer when the return procedure provided by Zenviua is followed.
Customers must contact us before arranging the return.
Returns sent independently through an unauthorized carrier, return address, or shipping method may not qualify for reimbursement of shipping expenses.
5. Starting a Return
To begin a return request, contact:
Email:
service@zenviua.com
Please include the following information when relevant:
- Order ID;
- Product name;
- Reason for requesting the return;
- Customer name;
- Email address used to place the order;
- Photos or videos if the item is damaged, defective, incorrect, or incomplete.
Our support team will review your request and provide the applicable return instructions.
Do not return an item until you have received confirmation from Zenviua.
Products mailed back without authorization may take longer to identify and process.
6. Authorized Return Address
Approved returns must be sent only to the return address provided by our customer service team.
The instructions may include:
- The designated return facility;
- Shipping or carrier instructions;
- Return reference information;
- Packaging requirements;
- Any additional steps required for the specific return.
Do not send returns directly to our registered company address unless our customer support team specifically instructs you to do so.
Our operational return facility may be different from our registered business address.
Items sent to an incorrect or unauthorized location may experience delays in processing.
7. Free Return Shipping
For eligible returns approved under our 180-Day Free Return Guarantee, Zenviua will provide an appropriate free-return arrangement.
Depending on the destination and logistics provider, this may include:
- A prepaid return label;
- A designated return method;
- Return shipping instructions arranged by Zenviua;
- Another approved return solution.
Customers should follow the instructions supplied by our support team.
Return shipping costs arranged independently by the customer without prior authorization may not be reimbursed.
If an item is confirmed to be defective, damaged, incorrect, incomplete, or materially different from its online description, Zenviua will arrange an appropriate resolution without additional return-related charges to the customer.
8. Review of Returned Products
After a returned item reaches the designated return facility, it may be inspected before the refund is finalized.
The review may confirm:
- That the returned item corresponds with the original order;
- The condition of the jewelry or accessory;
- Whether relevant packaging or included components have been returned;
- Whether the return follows the instructions provided by Zenviua;
- Whether the applicable requirements of this policy have been satisfied.
Returns involving damaged, defective, incorrect, incomplete, or misdescribed products will be assessed according to the specific circumstances of the order.
9. Refund Processing
Once an eligible refund is approved, it will normally be issued to the:
Original payment method used for the purchase
When a physical return is required, the refund will generally be processed within:
5-10 business days after the returned item has been received and reviewed
If Zenviua determines that a physical return is not necessary, refund processing may begin after the return or refund request has been approved.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
Processing times after the refund is released are controlled by the relevant financial institution and may vary.
10. Original Shipping Charges
Return shipping under an approved eligible return may be free in accordance with our 180-Day Free Return Guarantee.
However, any original shipping fee selected and paid at checkout, including upgraded or express delivery charges, may be non-refundable for change-of-mind returns unless otherwise required by applicable law.
Where an order issue is caused by a confirmed error on our part, we will review the original shipping charge as part of the resolution.
11. Order Cancellations
If you wish to cancel an order, contact Zenviua as soon as possible after placing it.
We will make reasonable efforts to complete the cancellation before the order enters fulfilment or shipment.
Because order processing may begin shortly after payment confirmation, cancellation cannot always be guaranteed once preparation has started.
If an order is cancelled successfully before dispatch, any applicable refund will normally be sent back to the original payment method.
If the order has already been shipped, you may request a return after delivery under this Return & Refund Policy.
12. Lost Packages and Delivery Issues
Please contact us if:
- Tracking has not updated for an unusually long period;
- Your package appears to be lost in transit;
- There is another significant delivery issue.
Please provide your Order ID so that we can review the available shipping and tracking information.
Where appropriate, Zenviua may also contact the shipping carrier to investigate the shipment.
If a package is confirmed as lost in transit, we may provide:
- A replacement shipment;
- A refund;
- Another appropriate solution based on the circumstances.
Each delivery case will be assessed using the available order, carrier, and tracking information.
13. Refunds for Promotional Orders
Items purchased during a promotion, discount event, bundle offer, or other special campaign remain subject to this Return & Refund Policy unless different conditions were clearly disclosed before purchase.
If a qualifying promotional order is returned, the refund will normally be based on the amount actually paid for the returned item after applicable discounts.
Where multiple products were purchased as part of a bundle or promotional offer, the refund calculation may reflect the terms of the original promotion.
14. Contact Zenviua
For questions regarding returns, refunds, damaged jewelry, incorrect items, cancellations, or other order-related concerns, please contact us using the following information:
Brand Name:
Zenviua
Company Name:
Tianjin Jianyuan Technology Co., Ltd.
Business Address:
No. 129, Guangchang Road, Chaoyang Subdistrict, Baodi District, Tianjin, China
Support Email:
service@zenviua.com
Customer Service Phone:
022-29987565