Return Policy

Return & Refund Policy

1. Order Cancellation

We accept order cancellations under the following conditions:

Unpaid Orders

  • If your order has not been paid for, you may cancel it yourself or contact service@zorven.online for assistance.

Paid Orders

  • Orders can be canceled within 3 working days of placement for a full refund.
  • Once an order has been processed and/or shipped, cancellation is no longer possible.
  • If you wish to cancel a paid order, please contact service@zorven.online as soon as possible.

📌 If the cancellation request is made within the specified time frame and before the order is shipped, a full refund will be processed.

2. Returns & Exchanges

We offer a 30-day replacement/refund warranty from the date of purchase.

Return Eligibility

To qualify for a return:
✔ The item must be unused and in its original condition.
✔ It must be properly packed in its original packaging.
✔ A return request must be submitted within 14 days of receiving the product.
✔ A receipt or proof of purchase is required.
✔ Do not return the item to the manufacturer.

📌 Customers will only be charged once for shipping costs, including returns. No restocking fees apply.

How to Request a Return/Exchange

  1. If the received item does not match the description on our website or does not fit, email service@zorven.online within 14 days to request a return or exchange.
  2. The request must include:
    • Order Number
    • Item Code(s) to be returned
    • Reason for return (refund, size exchange, color exchange, etc.)
    • Explanation and photographs of the issue
  3. Once approved, our customer service team will provide you with the return address (this is not the original shipping address).
  4. Send the item back as soon as possible and provide us with the tracking number.
  5. Returned items will undergo inspection before we process a refund or replacement.

📌 If you encounter an issue not listed above, email us at service@zorven.online within 14 days of delivery, including details and photographs.

3. Shipping Costs for Returns

Return Shipping Costs

  • Customer covers return shipping costs if the return is due to personal reasons (e.g., dislike, wrong color/size choice).
  • Merchant covers return shipping costs if the product is defective, damaged, mis-shipped, or incorrect.
  • If the customer selects an expedited shipping method, the expedited shipping costs are non-refundable.

📌 Return Shipping Time:

  • Returns must be shipped within 7 days after your return request has been approved.
  • Standard return shipping may take 7-21 days depending on your location.

4. Defective, Damaged, or Mis-Shipped Items

If the item you receive is defective, damaged, or mis-shipped, you are eligible for a partial or full refund or exchange.

📌 For damage caused during shipping, please obtain “Proof of Damage” documentation from your delivery carrier and include it in your return package.

Merchant Responsibility:

  • If the item arrives damaged, defective, or mis-shipped, we will cover all return shipping costs and provide a free repair, replacement, or full refund.
  • We will also provide a prepaid return shipping label for defective or damaged items.

5. Refund Process

Refund Eligibility

Once we receive and inspect your returned package:

  • If eligible, a full refund will be issued to your original payment method within 7-10 business days.
  • A refund receipt will be emailed to you once the refund is processed.

📌 Refund Deductions:

  • If the item is returned damaged (not due to shipping or factory defects), a deduction may be applied to the refund to cover the loss of value.
  • Missing components (such as accessories or packaging) may also result in a partial refund.

Refund Request Instructions

When requesting a refund, you will be provided with clear instructions on the process:

  • Step 1: Contact us within 14 days of receiving your product.
  • Step 2: Fill out the return form [link] and send the item to the provided return address.
  • Step 3: After receiving your item, we will process your refund within 5 business days.
  • Step 4: We will notify you via email once your refund has been approved and processed.

📌 Required Documentation:

  • For damaged or defective items, please include photos or videos of the issue along with your return request.

6. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank/PayPal account again.
  2. Contact your bank or credit card company—it may take up to 7-10 business days to process your refund.
  3. If you still haven’t received it, please email us at service@zorven.online.

7. Customer Support

For any return, refund, or shipping-related inquiries, please contact us: Email: service@zorven.online

 

Return address：

3/F, Building A, Factory Building, Heyu Industrial Zone, Zancheng Community, Fuhai Street, Bao'an District, Shenzhen, China.