Refund policy

🛍️ Zenvira™ Return & Refund Policy (South Africa)

1. Overview

At Zenvira™, we aim to provide high-quality products and excellent service. This Return Policy is compliant with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

🔁 2. Returns for Defective or Faulty Products (CPA Section 56)

In terms of South African law:

  • Customers may return any product within 7 days of delivery if the product:

    • Is defective

    • Is not fit for its intended purpose

    • Does not match the description or images on our website

Customer Rights:

Customers may choose:

  • A repair, OR

  • A replacement, OR

  • A full refund

Zenvira™ Terms:

  • We reserve the right to inspect and verify the defect before approving a return.

  • If the defect is confirmed, we will:

    • Issue a full refund if required

Important:

  • No admin or handling fees will be charged for valid defective returns (as required by law)

  • This warranty does not apply if:

    • The product has been misused, abused, or altered

    • Damage is caused by normal wear and tear

❄️ 3. 7-Day Cooling-Off Period (Online Orders Only – ECTA)

For all online purchases:

  • You may cancel your order within 7 days of receiving the product, for any reason

Conditions:

  • Item must be:

    • Unused

    • In original packaging

    • In resellable condition

Costs:

  • Customer is responsible for return shipping costs

  • A reasonable handling/restocking fee may apply

Refunds:

  • Refunds will be processed within 30 days of cancellation as per ECTA


🚫 5. Non-Returnable Items

The following items may not be returned:

  • Products that have been:

    • Used, damaged, or altered after delivery

  • Items not in original condition or packaging (unless defective)

  • Hygiene-sensitive products (if opened), where applicable

  • Any items excluded under applicable laws

📦 6. Return Process

To initiate a return:

  1. Email us at Zenvira-Store@outlook.com

  2. Provide:

    • Order number

    • Reason for return

    • Photos (if defective)

Process:

  • We will respond within 2– 4 business days

  • Approved returns must be shipped within 5 days of approval

  • Unauthorized returns may be rejected

💳 7. Refunds

  • Refunds will be processed via the original payment method

  • Timeframes:

    • 7–10 business days after inspection (CPA-related returns)

  • We reserve the right to:

    • Withhold refunds until goods are received and inspected

Note: "Refunds are typically processed within 7-10 business days, and no later than 30 days as required by ECTA."

⚠️ 8. Important Legal Notes

  • This policy does not override your rights under the CPA or ECTA.

  • Zenvira™ cannot:

    • Refuse valid defective returns

    • Force store credit instead of refunds

  • Customers must ensure goods are properly packaged when returning items.

🛡️ 9. Protection Against Abuse

To protect our business:

  • We reserve the right to:

    • Reject returns that show signs of misuse or abuse

    • Refuse excessive or repeated return requests

    • Charge reasonable costs for damaged returns (where legally allowed)

📍 10. Contact

Zenvira™ Support Team
Email: Zenvira-Store@outlook.com
Response time: 2– 4 business days

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