Refund policy
Effective Date: Sept. 23, 2026
At Zenvora, we want customers to have clear information about our return and refund process. This Returns & Refunds Policy explains when products can be returned, how to request a return, who is responsible for return shipping, applicable fees, refunds, exchanges, and how damaged or defective products are handled.
This policy applies to purchases made directly through the Zenvora website and should be read together with our Shipping Policy and Terms & Conditions.
1. Return Window
Zenvora accepts eligible returns within 30 days of the date the order is delivered.
The return request must be submitted within the applicable return period. Products returned after the stated return window may not be accepted unless otherwise required by applicable law.
For international shipments, where applicable, the return period may begin after the estimated delivery date in accordance with the applicable return-policy requirements.
2. Return Eligibility
To be eligible for a return, the product must generally:
· Be within the applicable return window.
· Be in its original condition.
· Be unused and not installed.
· Be free from damage caused after delivery.
· Include the original packaging, where reasonably possible.
· Include original accessories, components, manuals, and other items supplied with the product.
· Include the original order information or order number.
· Be returned using the return instructions provided by Zenvora.
For chandeliers and lighting products, customers should not install or wire the product if they intend to request a return for a reason other than damage or defect.
Products that have been installed, modified, rewired, altered, or damaged after delivery may not qualify for a change-of-mind return.
Zenvora may inspect returned products before approving a refund.
3. How to Initiate a Return
To request a return, contact us at:
Email: support@zzenvora.store
Please include:
· Order number
· Customer name
· Product name
· Reason for the return
· Date the order was delivered
· Photos of the product, when requested
For damaged, defective, or incorrect products, photographs may be required to help us assess the issue before providing return instructions.
Do not send a product back to an address obtained from an old order, package label, or third-party source without first receiving return instructions from Zenvora.
After reviewing your request, we will provide the applicable return instructions and return address.
4. Return Procedure
Once your return request has been approved:
1. Zenvora will provide the applicable return instructions.
2. Package the product securely using the original packaging where possible.
3. Include the required order information inside or with the return package.
4. Ship the product using the return method specified by Zenvora.
5. Retain your return tracking information until the return has been received and processed.
Customers should use suitable protective packaging for chandeliers and other fragile products to reduce the risk of damage during return transportation.
A return is not considered complete until the returned product has been received by Zenvora or the applicable return facility.
5. Return Shipping & Return Label
Return-shipping responsibility depends on the reason for the return.
Change-of-Mind or Customer Preference
For eligible returns based on change of mind, preference, ordering the wrong item, or another customer-related reason:
Return shipping responsibility: Customer
If the customer is responsible for return shipping, the customer must arrange and pay for the return shipment unless otherwise stated by Zenvora.
Defective, Damaged, or Incorrect Products
If a product arrives damaged, defective, or materially different from the product ordered, contact Zenvora before returning the product.
Where the issue is confirmed to be attributable to Zenvora or transportation, Zenvora will provide a prepaid return label , subject to the circumstances and applicable law.
Return labels are only provided where applicable and in accordance with the return instructions issued for the specific order.
6. Return Method
Returns are currently accepted by mail/carrier shipment.
Zenvora does not currently operate physical retail locations for in-store returns.
Customers must use the return address and shipping instructions provided by Zenvora for an approved return.
7. Restocking Fee
For eligible returns:
Restocking Fee: No restocking fee
If a restocking fee applies, it will be clearly communicated in this policy and may be deducted from the applicable refund where permitted.
No restocking fee will be charged where prohibited by applicable law.
For damaged, defective, or incorrect products caused by Zenvora or the carrier, [no restocking fee will apply], subject to verification of the issue.
8. Damaged, Defective, or Incorrect Items
We recommend inspecting your package and product promptly after delivery.
If your chandelier or another product arrives:
· Damaged
· Defective
· Missing components
· Incorrect
· Significantly different from the product ordered
please contact us as soon as reasonably possible at:
Please provide:
· Order number
· Description of the problem
· Clear photographs of the product
· Photographs of the shipping box and packaging
· Photograph of the shipping label, where available
· Photographs of any damaged components
Do not install, modify, repair, rewire, or otherwise alter a damaged or defective chandelier before contacting us, unless necessary to prevent immediate safety risks.
We will review the information provided and determine the appropriate resolution.
Depending on the circumstances, the resolution may include a replacement, replacement component, return, repair where applicable, or refund.
9. Exceptions / Non-Returnable Items
Unless otherwise required by applicable law, the following may not qualify for a standard change-of-mind return:
· Products that have been installed or used.
· Products that have been modified, rewired, altered, or repaired.
· Products damaged after delivery due to improper handling or installation.
· Products missing significant original components or accessories.
· Products returned without prior return authorization where authorization is required.
· Products returned after the applicable return window.
· Customized or made-to-order products
Defective, damaged, or incorrectly supplied products will be handled separately according to the applicable circumstances and legal requirements.
10. Exchanges
Zenvora accepts exchanges
If exchanges are available, eligible customers must request an exchange within the applicable return period.
Exchange eligibility is subject to the same product-condition requirements applicable to returns unless otherwise stated.
If the requested replacement product is unavailable, Zenvora may offer another available resolution, such as a refund, where appropriate.
Any price difference between the original product and replacement product will be handled before the exchange is completed.
11. Change of Mind
Zenvora accepts eligible change-of-mind returns within the stated return window, subject to the return conditions described in this policy.
A change-of-mind return may include circumstances such as:
· You no longer want the product.
· You selected the wrong product.
· The product does not suit your intended use.
· You changed your purchasing decision.
The product must meet the applicable return-condition requirements.
Return shipping for change-of-mind returns: Customer responsibility
Any applicable restocking fee:
No fee
Change-of-mind returns are separate from claims involving damaged, defective, or incorrectly supplied products.
12. Refunds
Once an eligible returned product has been received and inspected, Zenvora will process the approved refund according to this policy.
Refund processing time: 7 business days after the returned product is received and approved.
Refunds are generally issued to the original payment method used to place the order.
Depending on the payment provider, bank, or card issuer, additional time may be required before the refunded amount appears in the customer's account.
Unless otherwise required by applicable law, the refund amount may be adjusted for:
· Applicable return shipping charges that are the customer's responsibility.
· Any applicable restocking fee disclosed in this policy.
· Other amounts that may legally be deducted under the applicable circumstances.
Original shipping charges will be handled according to the applicable return circumstances and applicable law.
13. Refunds for Damaged, Defective, or Incorrect Products
If Zenvora confirms that a product was damaged during delivery, defective, or incorrectly supplied, the applicable resolution will be provided according to the circumstances.
Where a refund is approved, it will generally be issued to the original payment method.
Any applicable return-shipping or restocking treatment for these situations will follow the terms stated in this policy and applicable law.
14. Late or Missing Refunds
If you have been notified that your refund has been processed but you have not received it, first:
1. Check your bank or card account again.
2. Contact your payment provider or card issuer.
3. Check whether the refund is still pending.
4. Allow the payment provider's normal processing period to pass.
If you still cannot locate the refund, contact us at:
Please provide your order number and refund details so that we can review the transaction.
Zenvora cannot control the exact time required by a bank, card issuer, PayPal, Stripe, or another payment provider to post an approved refund to the customer's account.
15. Policy Updates
Zenvora may update this Returns & Refunds Policy from time to time to reflect changes in our business practices, products, payment or shipping arrangements, or applicable legal requirements.
Any changes will be published on this page with an updated Effective Date.
The version published on this page will apply to orders placed after the applicable update, subject to applicable law and any rights that cannot legally be excluded or changed.
16. Contact Us
For return, exchange, damage, defect, or refund questions, contact:
Zenvora
Email: support@zzenvora.store
Phone: +1 (440) 962-7730
Business Address: 5008 Avenue H, Austin, TX 78751, United States
When contacting us about an existing order, please include your order number so that we can identify the purchase and assist you efficiently.
Last Updated: Sept. 23, 2026