🌿 zenviovo™ Returns, Refunds & Purchase Support

RETURNS · REFUNDS · PRODUCT CONCERNS · EXCHANGES · CANCELLATIONS

Sometimes a Decorative Detail Needs a Different Ending. 💐

Hello there, and welcome to the zenviovo™ Returns & Refunds Center!

Maybe the decorative accent you ordered doesn't quite suit your room.

Perhaps you selected a seasonal ornament in the wrong color.

Or maybe your package arrived with a broken decoration, an incorrect item, or a missing component.

Oh dear! That's certainly not how you pictured the unboxing moment. 🫧

We understand that different situations deserve different solutions.

Changing your mind about a purchase isn't the same as receiving a damaged or incorrect product.

That's why this policy explains the steps involved in requesting a return, reporting a product problem, arranging an eligible replacement, and receiving an approved refund.

We'll also clarify who is responsible for return shipping and why you should contact us before sending merchandise back.

Customer Support: service@zenviovo.com

Telephone: +86 147 0449 5482

🗓️ 01 · Your Return Window

How Long Do You Have to Contact Us?

For eligible products, the proposed standard return period is:

30 CALENDAR DAYS AFTER CONFIRMED DELIVERY

The 30-day period begins on the date the order is confirmed as delivered.

If you wish to request an eligible return, please contact us within this period.

Return eligibility may depend on:

🎀 Product Type

📦 Product Condition

🧾 Reason for Return

🧩 Included Components

🏷️ Applicable Product Restrictions

⚖️ Consumer Rights Under Applicable Law

This standard return period does not limit any additional rights provided by applicable consumer-protection laws.

🪞 02 · Two Reasons for Returning a Product

Let's Find the Right Solution

Not every return begins with the same problem.

We distinguish between two main situations.

🌸 PATH A — You've Changed Your Mind

Perhaps:

• The decorative item is larger than you expected.

• The color doesn't complement your room.

• Your celebration plans have changed.

• You ordered an extra ornament.

• You've decided the product isn't suitable for your intended arrangement.

For an eligible preference-based return, the product should generally:

✓ Remain unused and in its original condition

✓ Be free from intentional damage or material alteration

✓ Include the components and accessories originally supplied

✓ Include original packaging where reasonably possible

✓ Be identifiable through a valid order or proof of purchase

For example, a decorative item that has been intentionally repainted, permanently modified, or damaged through misuse may not qualify for an ordinary change-of-mind return.

Applicable statutory rights remain protected.

🚨 PATH B — Something Is Wrong With the Product

Please contact us promptly if a product arrives:

💥 Damaged

⚙️ Defective

🔀 Incorrect

🧩 Missing Included Components

📦 Incomplete

📝 Materially Different From Its Confirmed Description

These situations are reviewed separately from ordinary preference-based returns.

Unused-condition requirements for change-of-mind returns do not automatically override rights relating to defective, damaged, incorrect, or otherwise legally protected merchandise.

📨 03 · How to Begin a Return Request

Contact Us Before Shipping Anything

Thinking about sending an item back?

Please contact our customer support team first.

📧 service@zenviovo.com

Include the following information where relevant.

🧾 Order Number

The reference associated with your purchase.

🎁 Product Name

Identify the decorative product involved.

✍️ Reason for Return

Briefly explain why you would like to return the item.

📸 Relevant Photographs

Helpful when the request concerns visible damage, an incorrect item, or another product-condition issue.

🎥 Supporting Video

Useful where a functional problem is easier to demonstrate through video.

After reviewing your request, our team will explain the applicable next steps.

Where physical return shipment is required, please wait for the correct return destination and instructions.

📍 04 · Where Should You Send an Approved Return?

The Registered Office Isn't Automatically the Return Warehouse

This distinction is especially important.

zenviovo™ is owned and operated by Dongguan Qianyun Shangpin Trading Co., Ltd.

Our registered business address identifies the legal company responsible for operating the online store.

However, it is not automatically the location that receives and processes returned merchandise.

Once an eligible physical return has been reviewed and approved, our support team will provide the relevant instructions.

These may include:

📍 Authorized Return Destination

📦 Packaging Guidance

🏷️ Return Reference Information

🚛 Shipping Instructions

📝 Other Applicable Requirements

Please do not automatically send a return to our registered company address unless our support team specifically instructs you to do so.

Sending a parcel to an incorrect location may create unnecessary delays.

🚚 05 · Who Pays for Return Shipping?

The Reason for the Return Matters

🙋 Personal Preference Returns

For an eligible change-of-mind return, the customer is generally responsible for applicable return shipping costs, unless otherwise required by law or the applicable policy.

Examples include:

🎨 Choosing the Wrong Available Color

📏 Selecting an Unsuitable Size

💭 Changing Your Mind After Delivery

🎉 No Longer Needing a Decoration for an Event

🏡 Deciding an Item Doesn't Fit Your Decorating Plans

For preference-based returns, original shipping charges are generally non-refundable unless applicable law requires otherwise.

🚨 Confirmed Product or Fulfillment Errors

If our review confirms that a qualifying product problem resulted from an error attributable to us, we will provide an appropriate resolution without requiring you to pay additional costs caused by that confirmed error.

Depending on the circumstances, the solution may involve:

🔁 Replacement

📦 Reshipment

↩️ Return Assistance

💰 Refund

Please contact us before paying for return shipping so that the appropriate process can be determined.

🧯 06 · Damaged, Defective or Incorrect Merchandise

Not the Unboxing Moment You Expected?

We know how disappointing it can be to open a package and discover that something isn't right.

Perhaps a decorative ornament arrived broken.

Maybe an illuminated item doesn't operate as described.

Or perhaps you received a different product from the one you ordered.

If this happens, contact us promptly.

What Helps Us Review the Problem?

① 🧾 Order Number

② 🎀 Product Name

③ 📝 Description of the Issue

④ 📷 Relevant Photographs

⑤ 🎬 Video, Where Reasonably Useful

⑥ 📦 Packaging Details, Where Relevant

We'll review the available information and determine an appropriate solution.

Where the problem is confirmed to be attributable to us, we will provide an appropriate remedy without requiring you to bear additional costs caused by that confirmed error.

🪄 07 · Are Exchanges or Replacements Available?

Sometimes Another Option Makes More Sense

Perhaps you'd prefer a different available color.

Maybe you selected the wrong decorative variation.

Or a product needs replacement because of a confirmed defect.

The appropriate process depends on the circumstances.

Exchange Availability May Depend On

📦 Current Inventory

🎨 Requested Variation

🧾 Order Details

↩️ Return Eligibility

⚙️ Reason for Replacement

Where a direct exchange is available, our support team will explain the applicable arrangements.

If a direct exchange is unavailable, the appropriate process may instead involve:

↩️ ELIGIBLE RETURN

↓

💰 APPROVED REFUND

↓

🛍️ NEW PURCHASE

Requests involving damaged, defective, incorrect, or incomplete merchandise will be reviewed under the applicable product-problem procedure rather than treated automatically as ordinary preference-based exchanges.

🧵 08 · Products With Additional Return Restrictions

Some Items May Require Special Consideration

Certain merchandise may have additional limitations on ordinary change-of-mind returns where such restrictions are legally permitted and appropriately disclosed before purchase.

Examples may include:

🎨 Personalized or Custom-Made Decorations

Products made or materially modified according to individual customer specifications.

🎟️ Gift Cards

Where offered and where applicable law permits an exclusion.

🏷️ Clearly Identified Final-Sale Products

Products expressly disclosed as non-returnable before purchase, where the restriction is legally permitted.

🛠️ Materially Altered or Misused Merchandise

Products intentionally damaged, substantially modified, or misused after delivery for reasons unrelated to an original defect or fulfillment issue.

Important: These restrictions do not remove mandatory legal rights.

If a product arrives damaged, defective, incorrect, incomplete, or materially different from its confirmed description, please contact us even if the product would not ordinarily qualify for a preference-based return.

🔬 09 · What Happens After We Receive a Return?

Receiving, Reviewing & Resolving

When an approved return reaches the designated return-processing facility, it may be inspected before the case is completed.

Depending on the circumstances, the review may consider:

🏷️ Whether the Correct Product Was Returned

🎀 Product Condition

🧩 Included Parts and Accessories

📦 Relevant Packaging

🧾 Order and Return Identification

📝 Original Reason for Return

⚙️ Any Reported Defect or Fulfillment Problem

For preference-based returns, applicable original-condition requirements may be considered.

For defective, damaged, incorrect, or otherwise legally protected products, the relevant circumstances and mandatory consumer rights will be taken into account.

After the review is completed, we'll determine the appropriate next step.

💰 10 · Understanding the Refund Timeline

From Return Approval to Refund Processing

For an approved physical return, the general refund process is:

① 📨 RETURN REQUEST REVIEWED

The applicable return request is assessed.

↓

② 📦 APPROVED RETURN RECEIVED

The merchandise reaches the authorized return-processing facility.

↓

③ 🔎 PRODUCT INSPECTED

Relevant return conditions and reported issues are reviewed.

↓

④ ✅ REFUND APPROVED

The eligible refund is confirmed.

↓

⑤ 💳 REFUND INITIATED

The approved amount enters the applicable payment process.

Standard Refund Processing Benchmark

For an approved physical return, the proposed general benchmark is:

5–10 BUSINESS DAYS AFTER RECEIPT, INSPECTION & APPROVAL

This is the period for initiating an eligible refund, not necessarily the time required for the money to appear in your account.

Mandatory refund deadlines under applicable law take precedence.

🏦 Additional Payment-Provider Processing

After a refund is initiated, your bank, card issuer, or payment provider may require additional time to post the funds.

💳 11 · Where Will the Refund Be Sent?

Back to the Original Payment Method

Approved refunds are normally issued through the original payment method used for the purchase.

Depending on the transaction, this may involve the relevant card issuer or supported payment service.

If the original payment method cannot receive the refund, our team may work with the relevant payment provider to determine an appropriate alternative where permitted.

🔐 Keep Payment Credentials Private

Please do not email:

🚫 Complete Card Numbers

🚫 Card Security Codes

🚫 Banking Passwords

🚫 Store Account Passwords

🚫 Authentication Codes

For an ordinary refund inquiry, your order number and explanation are generally more appropriate.

🛑 12 · Need to Cancel Before Shipment?

Contact Us as Early as Possible

Decorating plans can change quickly.

Maybe a celebration has been postponed.

Perhaps you accidentally ordered the same ornament twice.

Or maybe you simply changed your mind immediately after checkout.

If you wish to cancel an order, please contact us promptly.

📨 service@zenviovo.com

Include:

🧾 Order Number

📝 Clear Cancellation Request

Our team will review the current fulfillment status and make reasonable efforts to cancel the order while cancellation remains possible.

Eligible Pre-Fulfillment Cancellation

For an order successfully cancelled before fulfillment begins:

CANCELLATION FEE: $0.00

Once processing, packing, fulfillment, or shipment preparation has progressed sufficiently, cancellation may no longer be possible.

Where applicable, an eligible return may instead be requested after delivery.

🧭 13 · Find the Right After-Sales Route

Three Situations, Three Clear Processes

🌸 I Changed My Mind

📨 CONTACT SUPPORT

↓

🔎 ELIGIBILITY REVIEW

↓

📍 RECEIVE RETURN INSTRUCTIONS

↓

📦 SEND APPROVED RETURN

↓

🧐 APPLICABLE INSPECTION

↓

💰 ELIGIBLE REFUND

🚨 My Product Arrived Damaged or Incorrect

📨 REPORT THE PROBLEM

↓

📸 PROVIDE RELEVANT INFORMATION

↓

🔎 CASE REVIEW

↓

🛠️ APPROPRIATE RESOLUTION

Possible outcomes include replacement, reshipment, refund, or return assistance.

🛑 I Want to Cancel My Order

📨 CONTACT US PROMPTLY

↓

🧾 ORDER STATUS REVIEW

↓

✅ SUCCESSFUL PRE-FULFILLMENT CANCELLATION, IF ELIGIBLE

↓

💵 $0 CANCELLATION FEE

💌 14 · Need Help With an Existing Return?

We're Here to Review Your Question

Our customer support team can assist with inquiries involving:

↩️ Return Eligibility

📍 Return Destination Instructions

🚚 Return Shipping Responsibility

💥 Damaged Merchandise

⚙️ Product Defects

🔀 Incorrect Deliveries

🧩 Missing Components

🔄 Exchange or Replacement Requests

💰 Refund Status

🛑 Order Cancellations

🧾 Existing After-Sales Cases

Official Contact Information

📨 Customer Support Email

service@zenviovo.com

☎️ Contact Number

+86 147 0449 5482

For an existing purchase, please include your order number whenever possible.

Some cases may require additional time when information is needed from a logistics provider, fulfillment facility, payment provider, or return-processing partner.

🏛️ 15 · The Business Responsible for Your Purchase

Official zenviovo™ Company Information

We believe return and refund policies should clearly identify the business responsible for the store.

zenviovo™ is owned and operated by Dongguan Qianyun Shangpin Trading Co., Ltd.

🏷️ Brand Name

zenviovo™

🏢 Legal Company Name

Dongguan Qianyun Shangpin Trading Co., Ltd.

👤 Owner

Xie Zhi

📍 Registered Business Address

Room 1801, Building 27, Vanke Cloud Plaza, No. 199 Humen Sports Road, Humen Town, Dongguan City, Guangdong Province

🪪 Unified Social Credit Code

91441900MAEF3XH949

📨 Customer Support Email

service@zenviovo.com

☎️ Contact Number

+86 147 0449 5482

🔗 Brand & Legal Entity Relationship

zenviovo™ is owned and operated by Dongguan Qianyun Shangpin Trading Co., Ltd.

Dongguan Qianyun Shangpin Trading Co., Ltd. is the legal business entity responsible for operating the zenviovo™ online store.

📍 16 · A Note About Business & Return Addresses

Different Addresses Can Serve Different Purposes

For transparency, the following locations should not automatically be treated as identical.

🏢 Registered Business Address

The official address associated with Dongguan Qianyun Shangpin Trading Co., Ltd.

📦 Fulfillment & Shipping Origin

The location or logistics arrangement used to prepare and dispatch a particular order.

↩️ Authorized Return Destination

The designated location for receiving an approved physical return, where applicable.

Depending on the actual arrangements, these locations may be different.

Please contact customer support for the correct return instructions rather than automatically sending merchandise to the registered business address.

🌺 17 · A Clearer Path After Checkout

We're Here for the Questions That Come After the Purchase

A decorative product might be selected for a family celebration.

A seasonal ornament may be intended for a particular holiday.

And a small home accent may simply be something that makes your space feel more personal.

We want the after-sales process to be understandable when something doesn't go as expected.

Before requesting a return, remember:

🗓️ CHECK THE RETURN WINDOW

🎀 REVIEW THE PRODUCT'S CONDITION

🧾 HAVE YOUR ORDER NUMBER READY

📸 DOCUMENT A PRODUCT PROBLEM WHERE RELEVANT

📍 REQUEST THE CORRECT RETURN DESTINATION

🚚 UNDERSTAND RETURN SHIPPING RESPONSIBILITY

💰 REVIEW THE REFUND PROCESS

🛑 REQUEST CANCELLATION EARLY WHEN NEEDED

💌 CONTACT SUPPORT FOR CLARIFICATION

Thank you for shopping with zenviovo™!

We hope your decorative choices bring warmth, personality, and a little extra joy to the spaces that matter most. 🌼

zenviovo™ — Thoughtful Details. Clear After-Sales Support.

Customer Support: service@zenviovo.com

Telephone: +86 147 0449 5482

Owned and operated by Dongguan Qianyun Shangpin Trading Co., Ltd.