Refund policy
ZENVIKO RETURN & REFUND POLICY
Zenviko is a trading name of Solomon Muchangi.
We want you to be happy with your purchase from Zenviko. This policy explains how to cancel an order, return an item or report a delivery problem. Nothing in this policy limits your statutory consumer rights. Updates to this policy do not reduce any rights or return terms that applied when you placed your order.
RETURNS
For a change-of-mind return, please notify us within 14 days, starting the day after delivery. If goods from one order arrive separately, this period starts the day after the last item arrives.
Email shopzenviko@gmail.com with your order number and the items you wish to return. You do not have to give a reason for exercising your statutory cancellation rights.
Please contact us for return instructions and the correct parcel destination. Our approval is not a condition of a valid statutory cancellation.
Pack items securely and include their accessories. Original packaging is helpful where available, but it is not generally a condition of exercising your statutory rights.
UK CANCELLATION RIGHTS
For most goods bought online, UK consumers can cancel from the time they place their order until the end of the 14-day cancellation period described above. The exceptions are explained under NON-RETURNABLE ITEMS.
To cancel, send a clear statement to shopzenviko@gmail.com or write to our correspondence address under CONTACT. Sending your cancellation notice before the deadline is sufficient; you do not need to wait for our reply.
After notifying us, you must send the goods back without undue delay and within a further 14 days, unless we have agreed to collect them.
If a cancellation or return deadline falls on a Saturday, Sunday or UK bank holiday, it extends to the next working day.
You may inspect goods to establish their nature, characteristics and functioning, as you reasonably would in a shop. Opening ordinary packaging does not automatically remove your cancellation rights. Specific sealed hygiene exceptions are explained below.
If handling goes beyond what is reasonably necessary and reduces an item's value, we may make a deduction reflecting that loss of value, only where permitted by law. We will explain any deduction. We do not charge a restocking or cancellation fee.
If you cancel before dispatch, we will take reasonable steps to stop shipment. If the goods have already been dispatched, your applicable cancellation rights continue and we will explain how to return them.
You may use the optional cancellation form below, but any clear cancellation statement is sufficient.
Optional cancellation form
To: Solomon Muchangi, trading as Zenviko, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom.
Email: shopzenviko@gmail.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods: ________
Purchase date / delivery date: ________
Your full name: ________
Your postal address: ________
Order number, if available: ________
Sign here if sending this form on paper: ________
Today's date: ________
Delete the wording that does not apply.
DAMAGED, FAULTY OR INCORRECT ITEMS
If your item arrives damaged, is faulty, does not match its description or is the wrong item, contact shopzenviko@gmail.com as soon as reasonably possible.
Please include your order number and a description of the problem. Photographs or video can help us assess the issue where appropriate, but they are not an absolute condition of exercising your legal rights.
We are responsible for resolving problems with goods we sell. We will arrange the remedy you are entitled to under UK consumer law.
Generally, you have a 30-day short-term right to reject non-conforming goods for a full refund, starting from delivery. Rights to a repair or replacement can continue after this period. You may be entitled to a price reduction or refund if a repair or replacement fails, is unavailable, or is not provided within a reasonable time and without significant inconvenience.
The 14-day change-of-mind window does not limit these rights. Please retain the item while we arrange any necessary return or collection. If you believe it is unsafe, stop using it.
MISSING ITEMS
If an item or parcel is missing, email shopzenviko@gmail.com with your order number and details of what has not arrived.
Some orders may arrive in separate parcels. We will check the order and delivery information and investigate with the relevant supplier or carrier.
We remain responsible for resolving delivery problems with carriers we arrange, and will provide any replacement or refund required by your legal rights.
EXCHANGES
We do not currently offer a direct exchange service for changes of preference.
If you want a different product, colour or variant, contact us about returning the original item under this policy and placing a new order.
This does not affect your right to a replacement for faulty or incorrect goods where applicable.
REFUNDS
Refunds will be made to the original payment method unless you expressly agree to another method. We do not charge a refund fee or require you to accept store credit instead of a statutory refund.
For a valid statutory cancellation:
- If goods are being returned and we have not offered to collect them, we will refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever happens first.
- If no goods need to be returned, or we have offered to collect them, we will refund without undue delay and no later than 14 days after receiving your cancellation notice.
- If you cancel the whole order, we will also refund the cost of our least expensive standard delivery option. Any additional amount you paid for a premium delivery service does not have to be refunded.
Any lawful deduction for diminished value will be explained as described under UK CANCELLATION RIGHTS.
Where you are entitled to a refund for rejecting faulty or non-conforming goods, we will issue it without undue delay and within 14 days of agreeing that you are entitled to it.
We will confirm when the refund has been issued. Your bank or payment provider may take additional time to display it in your account.
RETURN SHIPPING COSTS
For change-of-mind returns, you are responsible for the direct cost of return postage unless we agree to pay it.
For faulty, damaged, misdescribed or incorrect goods, we will arrange collection or cover reasonable return costs where required by law. Contact us so we can agree a suitable method.
We recommend retaining proof of postage. A tracked service is helpful, but is not an absolute condition of your statutory rights.
NON-RETURNABLE ITEMS
Change-of-mind cancellation rights may not apply to:
- Goods made to your specifications or clearly personalised.
- Goods likely to deteriorate or expire rapidly.
- Goods delivered with a health-protection or hygiene seal that are genuinely unsuitable for return once unsealed, if you have broken that seal.
We apply exceptions only where the legal conditions are met and will explain any applicable restriction before purchase.
An item is not automatically excluded simply because it is a beauty or personal-care product, is discounted, or is described as “final sale”.
These exceptions do not remove your rights if goods are faulty, damaged, incorrect or misdescribed.
RETURN ADDRESS
Please email shopzenviko@gmail.com for the correct parcel return address and instructions before sending goods back. We will provide these promptly to help you meet the applicable return deadline.
Please do not send return parcels to our correspondence address, the original supplier or an address printed on the parcel unless we specifically instruct you to use it.
You do not need our approval to give a valid cancellation notice, and our return procedure does not restrict your statutory rights.
CONTACT
Solomon Muchangi, trading as Zenviko
Email: shopzenviko@gmail.com
Business correspondence address:
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom
This address is for correspondence, cancellation notices and complaints. Please contact us for parcel return instructions.