Refund & Return Policy

At Zenova Wellness, we stand behind the quality of our products. Because our products are made on demand, we do not accept general returns or exchanges. However, we are committed to making things right if something goes wrong with your order. Because our products are made to order through our fulfillment partner, we do not accept general returns or exchanges. If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery at hello@zenovawellness.me with your order number and photos. We will arrange a replacement or refund at no cost to you

Refunds & Replacements

Claims for misprinted, damaged, or defective items must be submitted within 30 days of receiving your order. For packages lost in transit, claims must be submitted no later than 30 days after the estimated delivery date.

If the issue is confirmed to be an error on our part, we will cover the cost in full and either replace the item or issue a full refund — your choice.

To submit a claim, please contact us at support@zenovawellness.me with:

Your order number
A photograph of the item and/or packaging
A brief description of the issue

We will review your claim and notify you of approval or rejection. If approved and you request a replacement, a new order will be shipped within 3 business days. If you request a refund, it will be applied to your original payment method within a few business days.

What Is Not Covered

We are unable to offer refunds, replacements, or credits in the following situations:

Wrong or insufficient address — If a shipment is returned to our facility due to an address issue, you will be responsible for reshipment costs once a corrected address is confirmed.
Unclaimed packages — Shipments that go unclaimed and are returned to our facility will require reshipment at your expense.
Buyer's remorse — We do not accept returns or issue refunds for change of mind. If you wish to offer returns or exchanges to your customers, these would need to be arranged at your own discretion and expense, with a new order placed separately.
Customs rejection — If a package is refused or returned due to customs, we cannot issue a refund. It is the customer's responsibility to be aware of their country's import regulations and to pay any applicable customs fees.
Order already in production — If your order has already been prepared for fulfillment (status: "Accepted"), we are unable to cancel or refund it.
Product discontinuation or extended out-of-stock — We do not provide compensation for advertising costs or product creation expenses if a product is discontinued or out of stock for an extended period.
Undeliverable FedEx shipments — If an order shipped via FedEx cannot be delivered due to reasons attributable to the recipient (e.g., unreachable recipient, incorrect phone number, refusal to pay import duties), the shipment may be abandoned or destroyed by the carrier. In such cases, we are unable to offer a refund, replacement, or reshipment.

EU customers: To exercise your right to cancel under the EU 14-day cooling-off period, you must accept delivery of the goods. Failure to accept delivery does not constitute a valid cancellation and may result in the loss of your right to a refund.

Late or Missing Refunds

If you haven't received your refund yet, please take the following steps:

Check your original payment method — it may take a few business days to post.
Contact your credit card company or bank, as processing times vary.
If you still haven't received your refund after completing the above steps, contact us at support@zenovawellness.me and we will assist you.

Order Cancellations

Because production begins shortly after an order is placed, cancellations must be requested before the order enters production. Please contact us immediately at support@zenovawellness.me or (330) 577-3176 if you need to cancel. We cannot guarantee cancellation once production has begun.

Questions?

Contact our support team at support@zenovawellness.me or (330) 577-3176, Monday–Friday, 9:00 AM – 5:00 PM EST.