At Shop Zenova Wellness, we want you to be completely satisfied with your investment in your health. Because our products are high-value and often ship via specialized freight, we have established the following guidelines to ensure a fair and transparent return process.
1. Return Eligibility Window
- You have 30 days from the date of delivery to initiate a return request.
- To be eligible for a return, items must be in new, unused, and unassembled condition, in the original packaging with all accessories included.
2. The Return Process (RMA)
- All returns must be pre-approved. Contact us at 505-652-2224 or info@shopzenovawellness.com to receive a Return Merchandise Authorization (RMA) number and the correct return shipping address.
- Note: Do not ship items back to the origin address on your package without an RMA, as this may result in the loss of your refund.
3. Fees & Shipping Costs
- Restocking Fees: A 25% restocking fee applies to all high-ticket returns (Saunas, Cold Plunges, and Chillers). This fee covers the cost of inspection, repackaging, and administrative handling required for large-scale equipment.
- Shipping Costs: For non-defective returns (e.g., buyer’s remorse or sizing issues), the customer is responsible for both the original outbound shipping cost and the return freight charges. These will be deducted from your final refund.
4. Damaged or Defective Items (100% Protection)
- Inspection at Delivery: Upon delivery, please inspect the external packaging. If you see significant damage, note it on the Bill of Lading (BOL) before the driver leaves.
- Reporting: If you discover damage after uncrated, notify us within 24 hours with photos of the unit and packaging.
- Resolution: For items confirmed damaged during transit or defective from the manufacturer, we will provide a replacement or repair at zero cost to you.
5. Non-Returnable Items
- Custom or made-to-order units.
- Items that have been assembled, installed, or used (e.g., cold plunges that have been filled with water).
- Any item not in its original packaging.