At Zenvixas, your satisfaction and safety are our top priorities. If something isn’t right with your order, our Buyer Protection program makes it simple to submit a claim and resolve the issue quickly.
Here’s how Buyer Protection ensures peace of mind:
1. Accept Delivery – Even If There’s an Issue
Always accept delivery — even if the product looks damaged or incorrect.
✅ Accepting your parcel helps us begin your claim process immediately.
🚫 Refusing the order may delay resolution and does not protect your rights.
2. Submit Your Claim Within 48 Hours
⏳ You must file your claim through your Zenvixas Order Center within 48 hours of delivery.
💳 Payment is held in escrow during this time. Once funds are released to the seller, claims can no longer be processed.
Important: Sending an email does not count as submitting a claim. Please use your Order Center account.
3. Upload Photos & Details
📸 Upload clear, high-resolution photos of the issue — including:
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The item’s defects
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Original packaging (if damage is visible)
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The entire product from multiple angles
These help us verify whether the issue occurred in transit or was missed during quality control.
✅ What Happens Next?
Step 1: Self-Mediation (Days 1–5)
You and the seller have up to 5 days to resolve the issue directly. This often results in faster resolutions.
Step 2: Zenvixas Expert Review
If there’s no agreement, our product specialists will review your case. You’ll receive an initial response within 3 business days.
🚫 Do not use the item while your claim is under review.
Step 3: Repair Estimate (If Needed)
We may request a local repair shop’s estimate to confirm costs and verify damage.
Step 4: Final Decision
Most claims are resolved within 14 days. Complex cases may take up to 30 days.
Resolutions may include:
🔁 Return | 🛠️ Repair | 💰 Partial/Full Refund
🔄 Return Eligibility
Returns may be allowed if:
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The item does not match the size listed
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There is significant structural or functional damage
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The product or parts are counterfeit or untraceable
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The item was misrepresented on the listing
🛠️ Repair or Compensation – Fast & Practical
In many cases, repairs or partial compensation are faster and more eco-friendly than returns. Zenvixas will guide you to the most efficient outcome.
💸 Compensation Eligibility
✅ Covered:
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Components clearly listed on the product page
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Hidden or undisclosed damage
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Shipping damage, with photo proof
❌ Not Covered:
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Normal wear-and-tear (e.g., soles, zippers, laces)
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Routine adjustments or fitting
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Unauthorized repairs
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Items older than 3 years without recent servicing
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Cosmetic flaws (covered only if excessive — may qualify for up to 6% refund)
⚠️ Claim Rules & Limitations
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One claim per order — inspect thoroughly before filing
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No-use policy — do not wear or modify the product during an active claim
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Pre-approval is mandatory for any repair reimbursement
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Buyer Protection Fee is non-refundable, but refunded fees may be issued as a voucher
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Self-pickup orders are not covered — inspect carefully during handover
🤝 Our Commitment
Zenvixas is committed to fair, transparent, and timely resolutions.
In rare cases where no fair resolution is possible, Zenvixas reserves the right to return the product to the original seller.
📬 Need Help?
We’re always here for you.
Contact our support team at:
📧 support@zenvixas.com
📍 742 Evergreen Terrace, Springfield, IL 62704
📞 (512) 338-7720