Refund & Return Policy

At Zenvey Shop, we want every purchase to be a positive experience. We understand that sometimes a product may arrive damaged, defective, incorrect, or different from what you reasonably expected.

Our Refund & Return Policy explains when a return or refund may be requested and how we handle such situations.

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1. When Can You Request a Return?

A return request may be considered when:

• You received the wrong product.
• The product arrived damaged.
• The product has a manufacturing defect or significant functional issue.
• The product received is materially different from the product ordered.
• The product qualifies for return under a specific product listing or promotional condition.

Eligibility may vary depending on the nature of the product.

2. Items That May Not Be Eligible

Certain products may not be eligible for return due to their nature, hygiene considerations, usage, or supplier/manufacturer restrictions.

A return may also be rejected where damage or malfunction appears to have resulted from:

• Accidental damage or physical drops
• Misuse or improper handling
• Liquid or moisture damage
• Unauthorized modification or repair
• Physical damage caused after delivery
• Normal wear and tear
• Failure to follow product instructions

3. Report an Issue Promptly

If there is a problem with your order, please contact us within 24 to 48 hours of receiving the product.

When contacting us, please provide:

• Order number / Invoice number
• Customer name and phone number
• Product name
• Detailed description of the issue
• Clear unboxing photos or videos showing the defect

4. Return Assessment

Once we receive your return request, our team will review the order details and available evidence.

Depending on the situation, we may ask for photos, videos, or additional information before approving a return.

If the return is approved, we will provide you with step-by-step return delivery instructions.

5. Product Condition

For eligible returns, the product must be returned in original condition with its packaging, accessories, user manuals, and tags included.

Products that have been heavily used, altered, physically damaged, or returned without essential components may not qualify for a refund or replacement.

6. Refund & Resolution Options

Depending on the circumstances and product availability, an approved claim may be resolved through:

• Product Replacement: Replacement with an identical new item.
• Exchange: Exchange with an equivalent alternative product.
• Refund: Refund of the eligible purchase amount.

7. Refund Processing

Once a refund has been verified and approved, processing time takes 3 to 7 business days depending on the payment provider.

For electronic payments (such as bKash, Nagad, Rocket, or Bank Transfer), the refund will be processed directly to your respective account.

For Cash on Delivery (COD) orders, our customer support team will coordinate with you to issue the refund through bKash or Nagad.

8. Delivery & Shipping Charges

Where a return is approved because Zenvey Shop sent an incorrect product or the product arrived with a verified defect, we will bear the applicable return shipping cost.

For returns arising from customer preference, incorrect order details supplied by the customer, or reasons outside our control, the return delivery cost will be the customer’s responsibility.

9. Change of Mind

We encourage customers to review product descriptions, specifications, and images before placing an order. A change of mind does not automatically qualify for a return or refund once the item has been opened or dispatched.

10. Warranty Claims

Where a product is covered by a specific brand/manufacturer warranty, issues arising after the return window will be serviced under the respective warranty policy.