Return & Refund Policy

Last Updated: October 28, 2026

Thank you for choosing Zenvakii.

Zenvakii is owned and operated by Guangzhou Youbai Media Co., Ltd.

This policy outlines how to request a return, refund, replacement, or other after-sales assistance for children’s toys and supplies purchased through zenvakii.com.

Please read the requirements below before submitting your request.

1. Return Request Period

You may request a return for eligible products within 14 calendar days after delivery.

Contact our customer support team within this period. If your request is approved, we will provide the return address, shipping instructions, and the deadline for sending the product back.

Requests received after this period may fall outside our standard return arrangements unless additional rights apply under applicable law.

2. Conditions for Preference-Based Returns

For returns due to a change of mind or other customer preference, products should generally meet these conditions:

  • Remain unused, unwashed, unaltered, and in their original condition, apart from reasonable inspection;

  • Include original tags, accessories, instructions, and supplied components where applicable;

  • Include the original product packaging, reasonably protected against damage during return shipping;

  • Be accompanied by valid order details or proof of purchase.

Inspecting Children’s Toys and Supplies

You may reasonably inspect a product to check its appearance, dimensions, and contents.

For preference-based returns, please avoid play or use that results in:

  • Dirt, stains, scratches, or other visible wear;

  • Odors or signs of washing;

  • Missing parts or accessories;

  • Modifications or damage caused after delivery.

Keep supplied components together and retain the packaging where applicable.

When preparing a return, place the original product box inside a suitable outer shipping package. Please avoid attaching shipping labels or tape directly to the product box.

These condition requirements apply to preference-based returns. Items received damaged, defective, incomplete, incorrect, or materially different from their description will be assessed separately based on the reported issue.

Nothing in this policy limits mandatory consumer rights under applicable law.

3. Submitting a Return Request

Please contact our support team before sending any product back.

Customer Support Email:
service@zenvakii.com

Include the following information:

  • Your order number;

  • The product name;

  • The selected product option, such as design, size, or color, where applicable;

  • The reason for your request;

  • Relevant photos or videos, if applicable.

If you received the wrong product or variant, please include a photo of the item and its label or identifying markings where available. For missing components, explain which parts are absent.

After reviewing your request, we will provide instructions if the return is approved.

Please wait for return instructions from our customer support team before shipping any item back.

Package approved returns securely and keep your shipping receipt and tracking details.

4. Authorized Return Address

The return address provided for your request may differ from our business address.

Once your return is approved, our team will confirm where to send the product and how to prepare the shipment.

Do not send returns to our company address unless our support team specifically instructs you to do so.

Items shipped to an unauthorized address may not be properly received or processed.

5. Return Shipping Costs and Replacements

Preference-Based Returns

Customers are responsible for applicable return shipping costs for eligible preference-based returns, unless applicable law requires otherwise.

These returns may include:

  • A change of mind;

  • A preference for another design or color;

  • Selecting an incorrect product or option;

  • Finding a product unsuitable for the intended use when the supplied item matches the order and published product information;

  • Other reasons unrelated to a product defect or fulfillment error.

Before purchasing, please review the product description, dimensions, recommended age range, features, and any warnings provided.

Damaged, Defective, Incorrect, or Incomplete Orders

Contact us promptly if your order:

  • Arrives damaged or defective;

  • Contains missing items or components;

  • Includes the wrong product or variant;

  • Materially differs from the published description or specifications.

Please provide your order number, an explanation of the issue, and relevant photos or videos where applicable. Images of product labels, identifying markings, or packaging may also help us review your report.

After assessing the information, we will determine an appropriate resolution, which may include:

  • A replacement;

  • A refund;

  • An authorized return;

  • Another suitable solution.

When the issue results from our fulfillment error or a qualifying product defect, customers will not be responsible for reasonable return shipping costs required to resolve it.

Please contact us before arranging return shipping so we can provide the appropriate instructions.

Requests for Another Product Option

If you would prefer a different design, color, size, or other available option, contact our team within the return request period.

Replacements depend on stock availability and return eligibility. We will explain the available options and any applicable shipping costs before you proceed.

6. Restocking Fees

We do not charge restocking fees for eligible returns made in accordance with this policy.

7. Cancelling or Changing an Order

If you wish to cancel an order, contact us promptly, preferably before processing or shipment preparation begins.

Cancellation cannot be guaranteed once the order has entered processing, fulfillment, or shipment preparation.

If an order has already shipped, you may need to follow the applicable return procedure after delivery.

To request cancellation, email:

service@zenvakii.com

Please include your order number, a clear cancellation request, and any relevant order details.

Our team will review the request based on the order’s current status.

For changes to product options, quantities, or the delivery address, please also contact us immediately. Changes cannot be guaranteed after processing begins.

8. Reviewing Returned Items

After receiving an approved return, we will inspect the product against the applicable return requirements.

For preference-based returns, this may involve checking:

  • The product’s overall condition;

  • Signs of play, use, washing, staining, damage, or modification;

  • Included tags, instructions, accessories, and components;

  • Original packaging where supplied.

For damaged, defective, or incorrect products, our assessment will take the reported issue into account.

We will notify you of the refund decision after completing the review. If the return is not approved, we will explain the reason and available next steps.

Approved refunds will be issued to the original payment method used for the purchase.

9. Refund Timing

Approved refunds are generally processed within 5–10 business days after the returned item has been received and reviewed.

If we approve a refund without requiring the product to be returned, this processing period begins on the approval date.

After Zenvakii issues a refund, your bank, card issuer, or payment provider may need additional time to post it to your account.

10. Refunds That Have Not Appeared

If an approved refund has not appeared within the expected timeframe:

  1. Check the account associated with your original payment method again.

  2. Contact your bank or payment provider to ask about processing.

  3. Contact our support team if further assistance is needed.

Please provide:

  • Your order number;

  • Refund confirmation details, if available;

  • The payment method used and relevant transaction reference, if available.

Do not email full payment card numbers, card security codes, or account passwords.

We will review the available information and assist you.

11. Your Consumer Rights

This Return & Refund Policy does not exclude, restrict, or limit consumer rights or protections that cannot legally be excluded under applicable law.

Any additional mandatory protections available to you under applicable law remain in effect.

12. Customer Support

Our support team can assist with:

  • Returns of children’s toys and supplies;

  • Product selection or variant-related return requests;

  • Refunds and replacements;

  • Order cancellations;

  • Damaged or defective products;

  • Missing components or incorrect items;

  • Other after-sales questions.

Customer Support Email:
service@zenvakii.com

Customer Support Phone:
+86 20 31000967

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT

13. Business Information

Brand Name:
Zenvakii

Company Name:
Guangzhou Youbai Media Co., Ltd.

Website:
zenvakii.com

Business Address:
Room 304-1, Building 2, No. 10, Gongye 2nd Road, Zhicun, Dashi Subdistrict, Panyu District, Guangzhou, Guangdong, China

Customer Support Email:
service@zenvakii.com

Customer Support Phone:
+86 20 31000967

Zenvakii is owned and operated by Guangzhou Youbai Media Co., Ltd.