Return & Refund Policy

Last Updated: July 29, 2026

At Zervense, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

• The item is damaged, defective, or incorrect.

• The product is unused and in its original condition.

• The product is returned in its original packaging with all accessories.

Items returned without prior approval may not be accepted.

2. Unboxing Video Requirement

To ensure a smooth and fair resolution for damaged, defective, missing, or incorrect items, customers must record a clear, continuous unboxing video from the moment the sealed package is shown until the product is fully unpacked.

The video should clearly show:

• The sealed shipping package before opening.

• The package being opened without any cuts or edits.

• The product and all items received inside the package.

An unboxing video is required for claims involving:

• Damaged products

• Defective products

• Missing items

• Incorrect items

Claims submitted without a complete, unedited unboxing video may not be eligible for a refund, replacement, or exchange, as we may be unable to verify the issue.

3. Non-Returnable Items

The following items cannot be returned or refunded:

• Products damaged due to misuse or improper handling.

• Items showing signs of use.

• Clearance, promotional, or final sale items.

• Gift cards.

• Customized or personalized products.

4. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Include:

• Your order number.

• The complete unboxing video.

• Clear photos or videos of the product.

• Photos of the packaging.

Once verified, we will offer a replacement or full refund at no additional cost.

5. Refunds

After your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

• Refunds are processed to your original payment method.

• Processing usually takes 5–10 business days, depending on your payment provider.

Shipping charges are non-refundable unless the return is due to our error.

6. Exchanges

We replace items only if they are defective, damaged, or you received the wrong product.

7. Return Shipping

If the return is due to a damaged, defective, or incorrect item, Zervense will cover the return shipping cost.

For returns due to a change of mind, customers are responsible for return shipping charges.

8. Order Cancellation

Orders can be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return process.

9. Late or Missing Refunds

If you have not received your refund:

1. Check your bank account again.

2. Contact your credit card company or payment provider.

3. Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us.

10. Contact Us

For any return or refund enquiries, please contact us through the Contact page on our website.

We aim to respond to all enquiries within 24–48 business hours.