30-day postage paid returns
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Return and Exchange Policy

 

1. Return & Exchange Period

From the date you receive your item, you may apply for a return or exchange within 30 days if the item meets the conditions listed in this policy. Requests submitted after this period will not be accepted.

2. Conditions for Returns & Exchanges

Within the valid period, you may request a return or exchange if the item meets any of the following conditions:

  • The item has visible appearance defects;

  • The item has quality issues that affect normal use;

  • The item has an unusual odor or significant color differences that impact the user experience;

  • The item received does not match the order information;

  • Returns or exchanges without reason (the item must be kept in reasonable condition).

3. Return Process

  • Please contact us via email or customer service phone to submit a return request, and provide the order number, payment proof, reason for return or exchange, and relevant photos or videos;

  • Our customer service team will review your request promptly. If approved, you will be notified via your contact details and provided with the return address;

  • Please return the item to the designated return address and wait for our confirmation of receipt;

  • Upon receiving the item, we will inspect it to confirm whether it matches the reported condition. If approved, we will arrange a refund;

  • The return label will be included with the product.

4. Exchange Process

  • Please contact us via email or customer service phone to submit an exchange request, and provide the order number, payment proof, reason for exchange, and relevant photos or videos;

  • Our customer service team will process your request promptly. If approved, you will be notified and provided with the return address;

  • Please return the item to the designated return address and wait for our confirmation of receipt;

  • After we receive and inspect the item, if it meets the exchange conditions, a replacement item will be shipped to your address within 1–3 business days.

5. Refund Process

Once a return request is approved, refunds will be processed within 1 to 5 business days. The refund will be issued to your original payment method (such as Visa, MasterCard, etc.). The exact time for the funds to appear depends on your bank’s processing time.

6. Shipping Cost Rules

  • For returns or exchanges due to appearance defects, quality issues, unusual odors, significant color differences, or items not matching the order, the return shipping cost will be covered by us;

  • For returns or exchanges without reason, the return shipping cost must be borne by the customer.

7. Disclaimer

Returned or exchanged items must be kept in reasonable condition and meet the requirements of this policy. We are not responsible for delays or inability to process requests caused by failure to follow the stated procedures or provide required materials.

8. Contact Us

Address: 12720 BRANT:ROCK DR APT 2008, HOUSTON, TX 77082, US
Customer Service Phone: +1 (254) 330-1028
Customer Service Email: team@zeniliva.com
Service Hours: Monday to Friday, 9:00–12:00 and 14:00–18:00 (Australian Eastern Standard Time, AEST)