Zenbivy Return Policy
Zenbivy Return Policy
- Items must be new/unused and returned in the same condition in which you received them.
- Any items returned without original tags or packaging elements will incur a 15% restocking fee. A return will be rejected if the law tags are cut off or removed.
- Accessories that were originally included with an item (such as a storage bag or repair kit) must be returned with the product. Missing pieces will be deducted from the refund amount.
- The initial shipping charge on the order will not be refunded and customers are responsible for return shipping costs. We strongly urge opting for tracking as Zenbivy is not responsible for any lost or damaged return packages.
- Items marked as FINAL SALE are not eligible for return or exchange.
- If an item arrives to you damaged/defective, it must be reported within the return window. Please send us a photo of the damaged item and any damage to the box or package.
Initiate Your Return/Exchange
Initiate Your Return/Exchange
Please review our full return policy before initiating your return/exchange.
- Log in to your customer account. Enter the email address you used on your order. A 6-digit verification code will be emailed to you.
- Once logged in, click on the order containing the items you want to return.
- Click "Request Return". Please choose a reason from the drop down menu for each item. If needing to exchange, leave a note on the item such as "Exchange for (style/size/color)".
- Submit your return request. Return requests are processed within 1 business day.
- Once approved, you'll receive a follow up email with the return address and instructions.
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If you need assistance setting up your return/exchange, please email us at friends@zenbivy.com
Please note that if you are outside our return window you will not be able to set up a return.
Exchange Options
Exchange Options
When making an exchange, there are two options.
- Purchase the new item now on a separate order and return the existing item for refund. This gets you your new gear faster, but your card is charged for both orders during the transition.
- Return for exchange. *Please note on your return request the item(s) you would like to exchange for. Once we receive and process your return, we will invoice or refund any price difference. You will then verify and complete the exchange.
To ensure you get your preferred style for the exchange, we recommend the first option as we do not hold stock to fulfill exchanges and cannot guarantee your preferred style will be in stock at the time we receive & process your return.
Yes, the sale price will be honored on your exchange if you purchased during a sale.
US exchange orders ship free with FedEx Ground.
FAQs
What happened if my return is rejected?
What happened if my return is rejected?
Any return received damaged, dirty, or missing parts for reasons not due to our error will not be accepted. We will contact you to provide photos and, at our discretion, either return the item to you or offer a partial refund based on the condition of the item.
How long until I receive my refund?
How long until I receive my refund?
Returns are processed within 3-10 business days from date of arrival at our warehouse.
Once your return has been processed and approved, you will receive an email with confirmation that your refund has been issued. The credit will be applied to your original payment method within 7 business days.
If you have not received your refund within 7 business days of us issuing it, please check with your bank. There is often some processing time before a refund is posted. Otherwise, email us at orders@zenbivy.com
What items are not eligible for return?
What items are not eligible for return?
Items marked as FINAL SALE cannot be returned or exchanged. Zenbivy Pro purchases cannot be returned for refund, only for exchange.
What if I refuse delivery?
What if I refuse delivery?
If a package is voluntarily refused upon delivery it will be returned to us and processed as a return. The customer is responsible for any associated return shipping costs involved.
Once the order has been received and processed by our Returns Team, we will issue the full refund less the original shipping fee and any associated return costs.
