We want you to be happy with your order. This page explains how to return an item, what we can refund, and how long it takes. If anything is unclear, email info@zenvortexglobal.com and a person will help you.
1. Return window
You have 30 days from the delivery date to request a return. Requests made after that window cannot normally be accepted, although we will always look at a faulty product regardless of when the fault appears.
2. What can be returned
Unopened products
Products that are unopened, unused and in their original sealed packaging can be returned for a full refund of the product price within the return window.
Opened cosmetic products
Because cosmetics are applied directly to skin, lips and eyes, opened or used products cannot be returned for a change-of-mind refund. This is a health and hygiene restriction.
This restriction does not apply where the product is faulty, damaged in transit, expired on arrival, or is not the item you ordered. In those cases you are covered in full, opened or not — see section 4.
Items that cannot be returned
- Gift cards and digital items.
- Items marked “final sale” at the time of purchase.
- Free gifts and samples, which must be returned with the order for the full order value to be refunded.
- Products damaged by misuse or used contrary to their instructions.
3. How to start a return
- Email info@zenvortexglobal.com within 30 days of delivery, with the subject line “Return — [your order number]”.
- Tell us your order number, which items you want to return and why. If the item arrived damaged or faulty, attach a photograph.
- We reply with a Return Merchandise Authorisation (RMA) number and the correct return address.
- Pack the items securely, write the RMA number clearly on the outside, and ship within 14 days of receiving your RMA.
Please do not ship anything back without an RMA number. Unauthorised returns cannot be matched to your order and may be refused or delayed.
4. Damaged, faulty or incorrect items
If your order arrives damaged, faulty or containing the wrong item, contact us within 7 days of delivery with your order number and a photograph. We will send a replacement at our cost or refund you in full, whichever you prefer. You will not pay return shipping.
5. Return shipping costs
- Faulty, damaged or incorrect item — we cover all shipping costs.
- Change of mind — you cover the cost of returning the item. We recommend a tracked service, as we cannot refund a return that never arrives.
- Original shipping charge — refunded in full when the return is due to our error; not refunded on change-of-mind returns.
We do not charge restocking fees.
6. Refunds
Once your return arrives we inspect it and email you the outcome within 3 business days. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take a few additional days to post the credit.
Where a discount code was applied, the refund reflects the amount you actually paid. Where only part of an order is returned, any discount is apportioned across the order.
If a refund has not appeared after 10 business days, email info@zenvortexglobal.com with your order number and we will chase it with the payment provider.
7. Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order, so you are not waiting for the return to arrive first. If you would prefer a direct exchange, say so when you request your RMA.
8. Cancelling or changing an order
You can cancel or change an order at no cost any time before it ships. Email info@zenvortexglobal.com with your order number as soon as possible. Once an order has shipped it must be handled as a return.
9. Lost or undelivered parcels
If tracking shows delivered but you have not received your parcel, check with your household and neighbours, then contact us within 14 days. If a parcel is genuinely lost in transit we will replace it or refund you in full. Where a parcel is returned to us because the address given was incorrect or incomplete, we will refund the product price and rebill shipping to send it again.
10. Your statutory rights
Nothing in this policy limits your rights under applicable consumer protection law. Where local law gives you stronger rights, those rights apply.
11. Contact
ZENVORTEX GLOBAL LLC
5900 Balcones Dr Ste 28442
Austin, TX 78731
United States
Email: info@zenvortexglobal.com
Phone: (623) 934-2400
The address above is our registered business address for correspondence. The return address is issued with your RMA and may differ — always use the address on your RMA email.