Terms and Conditions

Last updated: 30 October 2026

1. About ZENVIAA

ZENVIAA is an online store operated by:

Legal company name: Valceris s.r.o
Registered office: Sokolovská 178/10, 040 11 Košice, Slovakia
Company registration number (IČO): 57189773.
Commercial Register: Registered in the Commercial Register of Mestský súd Košice, section Sro, entry 63345/V.

Website: https://zenviaa.store
Email: contact@zenviaa.store

In these Terms, “ZENVIAA”, “we”, “us”, and “our” mean the company identified above. “You” means the customer purchasing through our store.

We are the seller responsible for your purchase, even when a fulfillment partner or supplier dispatches your goods directly.

2. Scope of these Terms

These Terms govern consumer purchases made through our online store.

Please read these Terms together with our Shipping Policy, Returns and Refunds Policy, and Privacy Policy.

Nothing in these Terms excludes or restricts mandatory consumer rights. If a provision conflicts with applicable mandatory law, that law takes precedence.

For purchases made for business purposes, please contact us before ordering so we can confirm the applicable arrangements.

3. Product information

We aim to describe products, variants, dimensions, materials, and availability accurately.

Please review the product description and select the intended size, color, quantity, and other options before placing your order.

Product photographs are illustrative, and screen settings can affect how colors appear. This does not excuse delivery of a materially different product or an incorrect variant.

Where information is unclear or inconsistent, contact us before ordering. If we discover a material error affecting an order, we will contact you to explain the issue and the available options. We will not substitute a materially different product or increase an agreed price without your consent.

Products should be used in accordance with their instructions, warnings, intended purpose, and any relevant size or suitability guidance.

4. Placing an order and contract formation

Before submitting your order, you can review the selected goods, quantities, delivery information, and order total.

By selecting the checkout button indicating an obligation to pay, you submit an order and agree to pay the amount displayed.

An automated acknowledgment that we have received your order does not, by itself, constitute acceptance unless it expressly states that the order has been accepted.

The sales contract is concluded when we send an express acceptance or dispatch confirmation, whichever occurs first.

A payment authorization or capture alone does not change this acceptance process. If payment has been collected and we cannot accept your order, we will return it without undue delay.

We may decline an order before acceptance where there is a genuine reason, such as unavailable stock, an unsupported delivery destination, an unresolved material listing error, or a reasonably suspected unauthorized transaction. This does not permit arbitrary cancellation of an already concluded contract.

Please retain your order confirmation and these Terms for your records.

5. Prices, charges, and payment

The currency and product price are displayed in the store. Any applicable shipping charges and taxes collected by us are shown before you place your order.

You will not be charged an additional amount by us without your agreement.

Payment methods available for your order are shown at checkout. Payments are processed through the payment providers made available there.

We do not require customers to send full payment-card details by email.

If a payment fails or requires further authentication, the order may not be completed. Contact us if you are unsure whether your order or payment succeeded.

Prices may change for future purchases. Changes do not retrospectively alter the price of an accepted order.

6. Delivery destinations and shipping charges

We deliver to the supported EU destinations available at checkout.

Standard shipping is free for supported EU orders with a merchandise subtotal of €59.99 or more after discounts. For orders below that threshold, the applicable shipping charge is displayed before payment.

The same threshold applies to the merchandise subtotal rather than the total including shipping charges.

Products fulfilled by different partners may arrive in separate parcels. Where tracking is available, we will provide the relevant information.

7. Estimated delivery and delivery problems

Estimated delivery is generally 7–14 business days from order placement, depending on the product and fulfillment partner.

Where available, the product page provides a more specific estimate of:

• 7–10 business days; or

• 10–14 business days.

These estimates include order handling and transit. They are not an additional transit period after a separately stated processing period.

Business days exclude weekends and relevant public holidays.

We will inform you of material delays of which we become aware. Delivery estimates do not remove your statutory rights concerning late delivery or non-delivery.

Unless a different delivery period has been agreed, we will deliver within the period required by applicable law. Where a delivery deadline is missed, you may have the right to require delivery within an appropriate additional period and, if delivery still does not occur, terminate the contract. In circumstances where the law permits immediate termination, no additional period is required.

Please provide accurate delivery information. Contact us promptly if you need to request a correction. We cannot guarantee that an address can be changed after dispatch.

If a parcel is lost, damaged, or marked delivered but not received, contact contact@zenviaa.store. We will investigate and provide the remedy required by applicable law.

Where we arrange delivery, the risk of loss or damage generally remains with us until you, or a person you designate other than the carrier, physically receives the goods. Any statutory exception for a carrier independently commissioned by you remains applicable.

8. Cancellation before dispatch

You may contact us to request cancellation before dispatch. We will try to stop fulfillment, but this may not be possible once processing or dispatch has progressed.

An inability to stop dispatch does not remove an applicable statutory right to withdraw after purchase.

We will explain whether the order can be canceled immediately or whether a return process is necessary.

9. Your statutory right of withdrawal

For purchases covered by the applicable consumer withdrawal rules, you may withdraw from the contract without giving a reason within 14 days of receiving the goods.

For several goods ordered together but delivered separately, the withdrawal period generally runs from receipt of the last good. For goods delivered in several lots or pieces, it generally runs from receipt of the last lot or piece.

To exercise your right, send us a clear statement of your decision to withdraw:

Email: contact@zenviaa.store

You may use the model withdrawal form at the end of these Terms, but you are not required to do so.

It is sufficient to send your withdrawal notice before the applicable withdrawal period expires.

You do not need to wait for a supplier’s approval to notify us that you are withdrawing.

10. Returning goods and free return shipping

After notifying us of withdrawal, return the goods without undue delay and no later than 14 days after giving that notice. The deadline is met if you dispatch the goods before that period expires.

Please contact us promptly so we can provide the correct destination and free return-shipping instructions. We will provide those instructions promptly and will not use the instruction process to obstruct your withdrawal rights.

Depending on the item, an authorized return may go directly to the relevant supplier.

If that supplier cannot accept a return that we are required to handle, we will provide instructions for returning it to our company address in Košice.

Do not send goods to an unverified supplier address.

ZENVIAA covers standard return shipping for returns under this policy. We will provide a prepaid return method or agree a reasonable reimbursement arrangement before you purchase postage.

Please contact us before choosing an alternative or premium return service so we can agree the appropriate method and cost.

Please pack items securely and include the supplied components. Use the original packaging where reasonably possible. Missing original packaging does not automatically remove your statutory withdrawal right.

Our responsibility to you does not depend on receiving reimbursement from a supplier.

11. Inspection, use, and diminished value

You may handle goods as reasonably necessary to establish their nature, characteristics, and functioning.

You are responsible only for any diminished value resulting from handling beyond what is necessary for that purpose, where permitted by applicable law.

For example, prolonged use, avoidable damage, or misuse may affect the amount refundable. Opening packaging or reasonably inspecting an item does not automatically remove your withdrawal right.

If we believe a deduction is justified, we will explain the reason and calculation. We do not impose an automatic restocking fee.

These provisions do not restrict rights concerning goods that were supplied faulty, unsafe, incorrect, or otherwise not in conformity with the contract.

12. Refunds following withdrawal

Following a valid withdrawal, we will reimburse the payments required by law, including the cost of the least expensive standard outbound delivery offered for the purchase where applicable.

If you expressly chose a more expensive delivery method, we are not required to reimburse the additional cost beyond standard delivery.

For partial-order withdrawals, any delivery-charge reimbursement will be determined according to applicable law and the circumstances of the order.

We will reimburse you without undue delay and no later than 14 days after receiving your withdrawal notice.

Where permitted by law, we may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.

We will use the original payment method unless you expressly agree otherwise, and you will not incur fees because of the reimbursement method.

Your bank or payment provider may require additional time to display a refund after it has been issued.

We will not require you to accept store credit instead of a monetary refund where you are legally entitled to reimbursement.

13. Exceptions to withdrawal

A statutory exception applies only where its legal conditions are met for the particular product.

Examples may include goods made to your specifications or clearly personalized, and certain sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once unsealed.

We do not classify all pet products, grooming products, or opened products as non-returnable.

Where an exception applies, it must be appropriately disclosed before purchase.

An exception to change-of-mind withdrawal does not remove your rights concerning faulty or incorrectly supplied goods.

14. Faulty, damaged, or incorrect goods

You have the statutory rights applicable to goods that are faulty, do not match their description, or otherwise fail to conform to the contract.

For consumer goods, applicable EU rules generally provide a minimum two-year legal guarantee from delivery, with longer or additional protection where required by applicable national law.

Depending on the circumstances, you may be entitled to repair or replacement free of charge, or to a price reduction or termination/refund where the applicable conditions are met.

Please contact contact@zenviaa.store and provide your order number and a description of the problem. Reasonable photographs may help us investigate, but contact us if you cannot provide them.

Please report delivery damage promptly to help investigation. A request for prompt reporting is not a two-day or 48-hour limit on your statutory rights.

We bear the necessary costs of remedies we are legally required to provide, including applicable return shipping.

Supplier warranties, supplier reporting deadlines, or commercial guarantees do not replace or shorten your rights against ZENVIAA.

15. Product safety

Follow the product’s instructions and warnings and select products appropriate to your pet’s size, behavior, and needs.

Stop using a product if it becomes damaged or appears unsafe, and contact us where a product concern may require investigation.

Any safety guidance in these Terms does not excuse unsafe goods, remove our statutory obligations, or exclude liability that cannot legally be excluded.

We will provide legally required information and cooperate with applicable corrective action or product recalls.

16. Complaints and alternative dispute resolution

Please first contact contact@zenviaa.store so we can investigate your complaint and try to resolve it.

We will acknowledge and handle complaints within the applicable legal requirements. Any statutory remedy or complaint deadline takes precedence over an internal customer-service process.

If you are dissatisfied with how we handle a complaint, you may request redress.

Where the applicable conditions are met, including where we reject a request for redress or do not respond within 30 days, you may submit a proposal to a competent alternative dispute-resolution body.

For disputes within its competence, one such body is the Slovak Trade Inspection:

Slovenská obchodná inšpekcia
Website: https://www.soi.sk
Email: ars@soi.sk or adr@soi.sk

Eligibility and procedural requirements apply. You may also seek advice from the European Consumer Centre serving your country of residence.

Nothing in this section prevents you from pursuing remedies through a competent court.

17. Privacy

Our Privacy Policy explains how personal data is processed in connection with browsing the store, payment, fulfillment, customer service, and other applicable activities.

These Terms do not constitute blanket consent to marketing, advertising cookies, or unrelated processing.

Where consent is required, it must be obtained through the appropriate separate process.

18. Website content and acceptable use

The website’s branding, original text, design, and other protected materials belong to us or the relevant rights holders.

You may use the website for legitimate browsing and purchasing. You must not misuse the website, attempt unauthorized access, interfere with its operation, or use it for unlawful activity.

Nothing in this section restricts lawful quotation, reviews, consumer complaints, or other legally permitted use.

19. Liability

We are responsible for our contractual and legal obligations as the seller.

We do not exclude or limit liability where doing so is prohibited by applicable law, including liability relating to mandatory consumer rights, fraud, or personal injury where applicable.

Technical interruptions, supplier problems, or carrier delays do not automatically remove your rights or our obligations.

20. Applicable law and courts

These Terms are governed by Slovak law.

If you are a consumer habitually resident in another country, this choice of law does not deprive you of mandatory consumer protection that would otherwise apply.

Nothing in these Terms removes your right to bring proceedings before a court that has jurisdiction under applicable consumer-protection rules.

21. Changes to these Terms

We may update these Terms for future purchases.

The version applicable to your order is the version made available when the contract was concluded, subject to mandatory law.

We will not use later changes to retrospectively remove rights arising from an existing purchase.

22. Contact

For questions about these Terms, orders, delivery, withdrawal, returns, refunds, or complaints:

Email: contact@zenviaa.store
Website: https://zenviaa.store

Appendix — Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract.

To:

Valceris s.r.o
Sokolovská 178/10
040 11 Košice
Slovakia
Email: contact@zenviaa.store

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Goods:

Order number, if available:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if submitted on paper:

---

Date: