Refund policy
RETURN & REFUND POLICY
At ZENVIK, we want your order to arrive safely and as expected. Because our products are fulfilled through our fulfillment partners, our return and refund policy is designed around the condition of the product and issues that may occur during fulfillment or delivery.
DAMAGED OR DEFECTIVE ITEMS
Please inspect your order when it arrives.
If your item arrives damaged or defective, contact us at support@zenvik.ca within 7 days of receiving your order.
To help us investigate your claim, you must provide clear photos of the damaged or defective product and, where applicable, its packaging.
After reviewing the information provided, ZENVIK will determine the appropriate resolution. Depending on the circumstances, we may provide a replacement or issue a refund.
Claims submitted more than 7 days after delivery may not be eligible for a replacement or refund.
WRONG ITEM RECEIVED
If you receive the wrong product, size, color, or variant, contact us at support@zenvik.ca within 7 days of receiving your order.
Please provide your order number and clear photos of the item received.
After verifying the issue, we may provide a replacement or refund. Where the incorrect item was sent by our fulfillment partner, ZENVIK will cover the applicable costs of correcting the error.
LOST ORDERS
If your order appears to be lost during transit, contact us at support@zenvik.ca.
We will investigate the shipment with our fulfillment partner and the shipping carrier. Depending on the outcome of the investigation, we may provide a replacement or refund.
If tracking shows that an order was delivered but you did not receive it, we may request additional information to investigate the delivery, including proof of delivery details or a photo of the delivery location.
ORDER CANCELLATIONS
Orders may be cancelled before they have been shipped.
Once an order has shipped, we may be unable to cancel it.
If you would like to cancel an order, contact us as soon as possible at support@zenvik.ca and provide your order number.
ADDRESS CHANGES
Shipping addresses may be changed before an order has shipped.
Once an order has shipped, we may be unable to change the delivery address.
Please contact us as soon as possible if you need to change your shipping address.
CHANGE-OF-MIND RETURNS
We do not offer returns or refunds for products that have been received in good condition solely because a customer has changed their mind.
NO WARRANTY
The ZENVIK ChillMat™ does not come with a manufacturer's warranty.
EXCEPTIONS AND CONSUMER RIGHTS
This policy does not limit or exclude any rights or remedies that cannot legally be excluded or limited under applicable consumer-protection laws.
If applicable law provides you with rights that differ from this policy, those legal rights will continue to apply.
REFUND PROCESS
If ZENVIK approves a refund, the refund will be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
CONTACT US
For questions about returns, refunds, damaged or defective items, wrong items, lost orders, cancellations, or address changes, contact us at:
support@zenvik.ca