Refund policy

Last updated: 29 October 2026

ZENVIAA is operated by Valceris s. r. o., Sokolovská 178/10, 040 11 Košice - mestská časť Západ, Slovakia. Contact for returns, complaints and product concerns: contact@zenviaa.store.

Right to withdraw

For purchases covered by applicable EU consumer withdrawal rules, you may withdraw without giving a reason within 14 days of receiving the goods. For goods in one order delivered separately, the period generally runs from receipt of the last item; for goods consisting of multiple pieces, from receipt of the last piece. Applicable statutory rules govern other delivery arrangements.

To exercise this right, send us a clear statement by email or post that you wish to withdraw. Please include your name and order number to help identify your purchase. Our optional model form appears below. Sending your notice before the withdrawal deadline is sufficient; our approval is not required.

Returning goods

Send the goods back within 14 days after notifying us of withdrawal. We will email the correct return address and practical instructions promptly. Depending on the product, the return may go directly to an accepting supplier. If that route is unavailable, our fallback receiving address is Valceris s. r. o., Sokolovská 178/10, 040 11 Košice - mestská časť Západ, Slovakia.

Do not send goods to an unverified supplier address. Our routing instructions do not replace or restrict a valid statutory withdrawal notice. You do not need to obtain supplier approval yourself. ZENVIAA remains responsible for your rights regardless of supplier reimbursement.

Free return shipping

ZENVIAA covers standard return shipping for returns covered by this policy. We will provide a prepaid method or agree a reasonable reimbursement arrangement before you purchase postage. Please contact us so we can arrange it.

Return condition

You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. Return supplied components and, where possible, original packaging. Missing original packaging alone does not remove your statutory withdrawal right.

Where permitted by law, a refund may be reduced for diminished value caused by handling beyond necessary inspection. This does not remove your rights regarding faulty or incorrectly supplied goods. We do not apply a blanket exclusion to opened or used pet or grooming products.

Refunds

Where withdrawal applies, we refund the relevant payments, including the cost of the least expensive standard outbound delivery offered for the purchase where required by law. An expressly chosen premium delivery service is refundable only up to the applicable standard delivery amount where the law permits.

For a partial-order withdrawal, the refund covers the returned goods and any attributable delivery charges required by law; delivery charges for goods you keep are not automatically refundable. We do not retrospectively add a shipping charge solely because a return reduces the original qualifying free-shipping subtotal.

Refunds are made without undue delay and within 14 days after we receive your withdrawal notice. Where permitted, we may withhold reimbursement until we receive the returned goods or evidence they have been sent back, whichever occurs first.

We use the original payment method unless another method is expressly agreed without additional cost to you. We do not impose restocking fees or require store credit instead of a statutory refund. Your bank or payment provider may take additional time to post the refund.

Faulty, damaged or incorrect goods

Contact us if goods arrive damaged, are defective or do not match your order. We may request reasonable information or photographs. Prompt reporting helps our investigation but does not replace statutory time limits.

New goods carry the applicable legal guarantee of conformity, including the EU minimum two-year protection. Depending on the circumstances, you may be entitled to repair or replacement at no cost, or an appropriate price reduction or termination and refund where the legal conditions are met. Applicable national rules and any stronger mandatory protection remain available.

We bear necessary return costs for legally required remedies. Supplier deadlines or refusal to reimburse ZENVIAA do not replace your rights against us.

Exceptions

A statutory withdrawal exception applies only where legally applicable to the specific product and appropriately disclosed. None of this policy restricts mandatory consumer rights.

Model withdrawal form

Complete and send this form only if you wish to withdraw. It is optional.

To: Valceris s. r. o., Sokolovská 178/10, 040 11 Košice - mestská časť Západ, Slovakia; contact@zenviaa.store.

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if sent on paper:
Date:

(*) Delete as appropriate. You may include the order number to help us identify the purchase.