Return & Refund Policy — Zenvia

Important Note: Zenvia operates as an international ecommerce store. Return conditions and shipping costs may vary depending on the customer’s location.

Returns

We want you to be satisfied with your purchase. If something isn’t right, we’re here to help.

You may request a return within 30 days of receiving your order.

Return Eligibility

• Items must be unused, unworn, and in original condition
• Items must be in original packaging (with tags where applicable)
• Proof of purchase is required

How to Request a Return

To initiate a return, contact us at:

Email: info@zenvia.co.za

• Your order number
• The item(s) you wish to return
• Reason for return
• Photos (for damaged or incorrect items)

Please note: Returns must be approved before items are sent back.

Return Shipping Costs

• Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect
• In such cases, Zenvia will cover return or replacement shipping where applicable
• Shipping costs may vary depending on destination

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect item, contact us within 48 hours at info@zenvia.co.za.

We may request photos to resolve the issue.

Non-Returnable Items

• Sale or clearance items
• Gift cards
• Personal care and hygiene products
• Custom or personalised items
• Perishable goods
• Hazardous or flammable materials

Exchanges

We do not offer direct exchanges. If you want a different item, return the original (if approved) and place a new order.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

• Refunds are issued to the original payment method
• Processing time: 7–10 business days
• Additional time may be required by your bank or provider

Order Cancellations

Orders can only be cancelled before dispatch. If already shipped, follow the return process.

Consumer Rights

This policy does not limit any rights under applicable consumer protection laws.

Contact Us

Email: info@zenvia.co.za