We hope you love your Zenova order. If your purchase isn’t quite right, we’re happy to help. Please review the terms below before requesting a return, cancellation, or refund.
Most Zenova products may be returned within 14 days of confirmed delivery.
To be eligible for a return, items must be in their original condition, and returned with original packaging where applicable. All returns must be approved by Zenova before being sent back.
To request a return, contact support@zenovahair.store with your order number, email address used at checkout, and reason for return.
Approved returns must be postmarked within 7 days of authorization. Unauthorized returns or returns outside the applicable timeframe may be refused.
Customers are responsible for return shipping costs. Original shipping charges are non-refundable. We recommend using a trackable shipping service, as Zenova is not responsible for returns lost in transit.
Once an eligible return is received and inspected, approved refunds will be issued to the original payment method.
Please allow 3–5 business days after a refund is issued for it to appear, depending on your bank or payment provider.
Products returned used, altered, damaged, incomplete, or otherwise outside the requirements of this policy may be refused.
Orders begin processing shortly after they are placed. Once an order has entered processing or fulfillment, it cannot be canceled.
Requests to cancel an order, change an item, or modify a shipping address are not guaranteed. Submitting a request does not mean it has been approved. Your original order remains valid unless Zenova confirms the change or cancellation in writing.
Once an order has shipped, it cannot be canceled. Changing your mind, ordering the wrong item, or no longer needing an order does not qualify a shipped order for cancellation.
All processing, shipping, and delivery timeframes are estimates and are not guaranteed.
Carrier delays, customs processing, weather, high order volume, holidays, and other circumstances outside Zenova's control may affect delivery.
Shipping delays do not automatically qualify an order for cancellation or refund once it has been processed or shipped.
Customers are responsible for providing a complete and accurate shipping address at checkout.
Zenova cannot guarantee address changes after an order has been placed and is not responsible for orders lost, delayed, misdelivered, or returned due to incorrect or incomplete information provided by the customer.
Orders affected by an incorrect customer-provided address do not automatically qualify for a refund or free replacement. Additional shipping charges may apply if reshipment is available.
An order is considered delivered when the shipping carrier or final-mile delivery provider records the shipment as delivered to the shipping address provided at checkout.
Carrier tracking, delivery scans, photographs, signatures, GPS information, or other available carrier records may be used as evidence of delivery.
If tracking shows delivered but you cannot locate your package, please check your mailbox, entrances, parcel lockers, mailroom, household members, neighbors, or building staff and contact the applicable carrier for additional information.
A customer's inability to locate a package after carrier-confirmed delivery does not automatically qualify the order for a refund, replacement, reshipment, or store credit.
Zenova may assist with a carrier investigation when appropriate. Any replacement, refund, reshipment, or credit offered in these circumstances is at Zenova's discretion where permitted by applicable law.
Refusing delivery, failing to collect a package, or allowing a shipment to be returned to sender does not constitute an approved cancellation or return and does not automatically qualify the order for a refund.
If a package is returned to Zenova, any available refund or reshipment will be determined after the package is received and reviewed. Where permitted by law, original shipping costs, return shipping charges, carrier fees, or other non-recoverable costs may be deducted from an approved refund.
The following are not eligible for return or refund, except where required by applicable law or in the case of a qualifying damaged, defective, or incorrect item:
If your order arrives damaged, defective, or incorrect, contact support@zenovahair.store within 7 days of confirmed delivery.
Include your order number, a description of the issue, and clear photos or video of the product and packaging. Claims without sufficient supporting evidence may not be eligible for a refund or replacement.
Zenova will review the claim and determine the appropriate resolution based on the circumstances.
Customers experiencing an issue with an order are encouraged to contact Zenova before initiating a payment dispute or chargeback so we have an opportunity to investigate and resolve the issue.
In the event of a payment dispute, Zenova may provide relevant transaction records to the payment processor, card network, or financial institution, including order information, applicable policies, customer communications, fulfillment records, tracking information, and delivery confirmation.
Zenova reserves the right to refuse or limit returns, refunds, replacements, credits, or future orders in cases involving suspected fraud, false claims, excessive or abusive return activity, or attempted misuse of this policy, where permitted by applicable law.
Nothing in this policy limits any consumer rights that cannot legally be waived under applicable law.
For return or refund questions, contact support@zenovahair.store and include your order number.