Refund Policy

Last Updated: March 31, 2025

Your satisfaction is important to us. Due to the intimate and personal nature of our products, we maintain a strict return and refund policy to ensure hygiene, safety, and product integrity for all customers. Please review the guidelines below carefully.

General Policy: All Sales Final (Exceptions Apply)
All sales of intimate wellness products—including creams and related items—are final once shipped. For health and hygiene reasons, we cannot accept returns of any product that has been opened, used, or had its protective seal broken.

We only offer refunds or replacements under the following conditions:

  • The product was defective or damaged upon arrival

  • The wrong item was shipped due to an error on our part

Eligibility for Returns (Defective, Damaged, or Incorrect Items Only)
To be eligible for a return, refund, or replacement:

  • You must contact us within 3 days of delivery

  • The issue must be the result of damage, defect, or shipping error

How to Request a Return or Replacement
If your order meets the eligibility criteria, email us at hello@zennovid.com within 3 days of receiving your package.

Your email must include:

  • Your order number

  • A clear description of the issue (e.g., "damaged bottle," "incorrect item")

  • Photos or a video showing the issue (required for review)

Once reviewed, we will provide further instructions. If a return is required, we’ll provide a prepaid return shipping label or proceed directly with a replacement/refund.

Non-Returnable Items (No Exceptions)
We do not accept returns on the following items:

  • Products that have been opened, used, or had their seal broken

  • Items marked "Final Sale" or "Clearance"

  • Gift cards

  • Digital products or downloads

  • Items returned without prior approval

Refund & Replacement Processing
For approved cases:

  • Refunds are issued to your original payment method within 5 business days of approval or receipt of returned goods (if applicable)

  • Banks or payment processors may take an additional 7–10 business days for the funds to appear

  • Shipping costs for approved cases are covered by Zennovid

If your returned item is found to be ineligible (e.g., used, opened, or not defective as claimed):

  • No refund or replacement will be issued

  • You will be notified by email

  • The item may be returned to you at your expense upon request

Incorrect Shipping Address
If you provide an incorrect or incomplete shipping address:

  • Zennovid is not responsible for refunding or reshipping the order if it is lost or returned

  • You will be responsible for any additional shipping costs required to re-send the order to a corrected address

If you have questions about your order or this policy, please contact us at hello@zennovid.com. We're here to help.