At Zenvoralis, we want your experience with our decorative items to be straightforward and transparent. Our policies are designed to follow the laws of the Republic of Singapore, including the Consumer Protection (Fair Trading) Act (CPFTA) and the Sale of Goods Act. As a brand operating exclusively in Singapore, we ensure our practices align with the regional "Lemon Law" standards to provide you with a fair and secure shopping journey.
Step 1: The Window
We provide a 30-day return period that begins the moment your order is successfully delivered to your doorstep. This timeframe allows you to inspect your new decor items thoroughly. While the CPFTA provides a longer statutory period for reporting latent defects, our 30-day window serves as an immediate dedicated path for rapid resolution of shipping-related issues or visible product discrepancies.
Step 2: Validation
To maintain a sustainable operation and keep our prices fair for everyone, we only accept returns for specific, valid reasons. These include:
- Damaged Items: If the product arrives broken, chipped, or physically compromised.
- Incorrect Items: If the item delivered does not match the description or the specific model you ordered.
Please note that we do not support returns, exchanges, or refunds based on a change of mind. We encourage you to review all product details and ensure you are fully confident in your choice before placing an order. This approach helps us maintain our commitment to no hidden fees for the community.
Step 3: The Process
If you identify a valid issue with your order, the first step is to notify our support team. Please send an email to help@zenvoralis.com. In your message, include your order number and a clear description of the problem. To speed up the validation process, we ask that you attach high-resolution photos or a brief video showing the damage or the incorrect item.
Our team remains active from 10:00 AM to 5:00 PM SGT, Monday to Friday. Once we receive your email and evidence, we will review the details and provide an update on the next steps within one business day.
Step 4: Logistics
Once your return request is validated, we handle the heavy lifting. We will arrange a courier to visit your location for a pickup. This service is provided at no cost to you. There are no restocking fees or shipping charges for returning a faulty item.
After the item is picked up and reaches our facility, our specialists will perform a physical inspection within 24 hours. We check the condition of the item to determine if it can be repaired or if a full replacement is required.
Step 5: The Refund
If the item is beyond repair or a replacement is not available in our current stock, we will initiate a full refund. Because Zenvoralis operates on a Cash on Delivery (COD) basis, we do not have your fiscal records on file.
- Contact: We will reach out via email to request your bank transfer details.
- Initiation: Upon receiving your details, we process the transfer immediately.
- Reflection: The funds typically take 5 to 6 business days to reflect in your account. This timeline depends on the processing speed of your specific banking provider.
By following this roadmap, we ensure that every Zenvoralis customer is protected by Singapore’s consumer laws while enjoying a simple, humanized resolution process. We are here to help you make your space look good without any digital hurdles.