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Refund policy

Refund & Returns Policy

Our Commitment to You

We want you to find comfort with every purchase. This policy outlines your rights and our responsibilities regarding returns and refunds, and it operates in addition to your rights under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Part A: Returns for Damaged or Faulty Products

This section applies if an item you purchase from us is damaged, defective, or fails to meet a consumer guarantee.

1. Your Rights Under Consumer Guarantees

You are entitled to a remedy if a product is faulty. The type of remedy depends on whether the fault is 'major' or 'minor'.

  • A Major Failure is when an item is unsafe, is significantly different from its description, has a problem that would have stopped you from buying it if you had known, or is unfit for its normal purpose and cannot be easily fixed within a reasonable time.
  • A Minor Failure is any fault that is not a major failure and can be fixed within a reasonable time.

2. How to Make a Claim

If you believe your item is faulty, please email us at courtney@zenvi.com.au. To help us resolve the issue quickly, please provide:

  • Your order number or other proof of purchase (see Part C for examples).
  • A photo or description of the fault.

3. Assessment and Remedies

We have the right to assess the item to determine the nature of the fault.

  • For a major failure, you can choose a full refund or an identical replacement.
  • For a minor failure, we will choose to repair the item free of charge, provide a replacement, or offer a refund.

4. Return Costs for Faulty Items

We will cover all reasonable shipping costs for returning a genuinely faulty item. Please contact us first so we can provide the necessary details for the return.

Part B: "Change of Mind" Returns

We understand that you might change your mind. This section outlines our goodwill policy for returns of non-faulty items. This policy does not affect your rights for faulty products.

5. Our 30-Day Policy

If you have changed your mind, we are happy to offer a refund or exchange, provided that you contact us and return the item within 30 days of receiving your order.

6. Conditions for Return

To be eligible for a change of mind return, the item must be in re-saleable condition. This means it must be:

  • Unused and in the same condition you received it.
  • In its original packaging, with all accessories and manuals intact.

7. Exclusions

Please choose carefully, as we cannot offer change of mind returns on the following:

  • Custom or personalised items.
  • Clearance or "final sale" items.
  • Gift cards.

These exclusions do not apply if the item has a major failure under the Australian Consumer Law.

8. Costs for "Change of Mind" Returns

For change of mind returns:

  • You are responsible for the cost of return postage.
  • Any original shipping fees paid on your order are non-refundable.

Part C: General Information

9. Proof of Purchase

To process any return, you must provide satisfactory proof of purchase. This can be your original receipt, tax invoice, or a bank or credit card statement clearly showing the transaction with us.

10. Exchanges

We can facilitate exchanges for a different item as part of our "change of mind" policy. Please email us at courtney@zenvi.com.au to arrange this.

11. Refund Processing

All refunds will be issued to the original payment method used for the purchase. Once we receive and inspect your return and a refund is approved, it will be processed within 2-3 business days. Please note that it may take additional time for the funds to appear in your account, depending on your financial institution.

12. Contact Us

For any questions about this policy or to initiate a return, please contact us at courtney@zenvi.com.au.

If you are not satisfied with the outcome of your claim, you can seek further information from the Queensland Office of Fair Trading on 13 74 68 or the ACCC.