Returns & Refund Policy

We want you to feel completely confident and informed before making a purchase with us. This comprehensive Return & Refund Policy explains exactly when returns are accepted, how refunds are processed, and outlines the mutual responsibilities of both Zanovra and our valued customers. Please take a moment to carefully review this policy before requesting a return.

Please note: All prices, fees, and refunds referenced in this policy are processed and issued in USD.

1. Return Window

We want you to love your new handbag! Eligible products may be returned within 30 calendar days from the exact date your order is officially marked as "Delivered" by the shipping carrier's tracking system. Any return requests submitted after this strict 30-day return period has passed will not qualify for approval.

2. Eligible Returns

A return request may be submitted and approved if it meets any of the following criteria:

• Your handbag arrived damaged during the shipping process.
• You received a defective product with manufacturing flaws.
• The wrong item, color, or style was mistakenly delivered to you.
• You changed your mind after receiving your order, provided the item meets all the return eligibility requirements outlined below.
• The item is no longer wanted and remains in its original, pristine condition.

Every individual request is carefully reviewed by our quality control team to ensure it strictly meets the requirements described in this policy.

3. Return Conditions

Handbags are delicate items, and we maintain high quality standards. To qualify for a full refund, the returned item must:

• Be initiated for return within 30 calendar days of the delivery date.
• Be completely unworn, unused, and in its absolute original condition.
• Include all original packaging, which means the original box, protective wrapping, dust bags, designer tags still attached, and any other accessories provided.
• Show absolutely no signs of customer-caused damage, scuffs, stains, scratches, excessive wear, or alteration to the shape of the bag.
• Include a clear proof of purchase or a valid Zanovra order number.

Items that do not fully satisfy all of these strict condition requirements will not be eligible for a refund and may be sent back to the customer.

4. Return Authorization Process

Before sending any item back to us, you must contact our customer support team at support@zanovra.shop to request an official Return Authorization.

• Please do not return merchandise directly to our corporate or physical business address without prior approval.
• Once your return request has been reviewed and approved, our team will provide you with clear, step-by-step return instructions along with the correct designated return facility address.
• Returns that are mailed back to us without prior authorization may experience severe processing delays or may simply not be accepted at our facility.

5. Return Shipping Costs

If the issue was caused by Zanovra: If you receive an incorrect handbag, or your order arrives damaged or defective, please notify us immediately (within 48 hours of delivery). In your email, please include:

• Your order number.
• Clear photos of the damaged/incorrect handbag.
• Clear photos of the outer shipping packaging.
• A brief explanation of the issue. If your request is approved for a defect or error on our part, Zanovra will provide a prepaid return shipping label at absolutely no additional cost to you.
• If you are returning an item by choice: If you decide to return an eligible item simply because you changed your mind, did not like the style, or no longer wish to keep it, you will be fully responsible for purchasing your own return shipping label and covering the return shipping costs. Please note: The original shipping charge of $15.00 USD paid at checkout is non-refundable.

6. Restocking Fee

We want to make the return process as fair as possible. Zanovra does not charge a hidden fee for returning items.

• Restocking Fee: $0.00 USD (for all approved, eligible returns).

7. Exchanges

Due to inventory processing times, we do not provide direct item-for-item exchanges. If you would like a different size, color, or a completely different style of handbag, you may return your eligible item under this policy for a refund, and place a brand new, separate order on our website for the desired item.

8. Non-Returnable Items

For quality and hygiene reasons, the following items are strictly non-refundable and not eligible for return:

• Handbags that have been worn outdoors, used, or show visible signs of wear, scuffing, or alteration after delivery.
• Items returned missing their original packaging, dust bags, or with designer tags removed.
• Products showing damage caused by customer misuse, improper care, or accidents.
• Any return requests submitted after the 30-day return window has closed.
• Gift cards, if offered by Zanovra.

9. Refund Process

Once your returned merchandise arrives at our returns facility, it will undergo a thorough physical inspection by our team. After the inspection has been completed, you will receive an automated email confirming whether your refund has been officially approved or declined based on the item's condition. Approved refunds are issued strictly and only back to the original payment method (e.g., PayPal, Venmo, Credit Card) used for the initial purchase.

10. Refund Timeline

Approved refunds are generally processed by our billing department within 10 business days after the returned item has been officially received and inspected at our facility. Please be aware that your financial institution, bank, or payment provider may require additional processing time (often 3-5 business days) before the refunded funds actually post and appear in your account balance.

11. Late or Missing Refunds

If your refund has not appeared after the expected processing period, we recommend that you take the following steps:

1. Carefully review your bank or payment account statements again.
2. Contact your payment provider (PayPal, Venmo, etc.).
3. Check with your financial institution or credit card company regarding their specific processing and posting times. If you have completed all these steps and still need additional assistance, please contact us at support@zanovra.shop.

12. Lost Return Shipments

When returning an item where you are paying for the postage, we highly recommend using a reliable shipping service that provides a tracking number and purchasing shipping insurance for the value of the handbag. Zanovra cannot accept responsibility for return shipments that are lost in transit or packages that cannot be verified because tracking information is unavailable.

13. Refused Deliveries

If an order is refused at the door for reasons completely unrelated to carrier error, verified shipping damage, or a mistake on our part, the original standard shipping charge of $15.00 USD, along with any carrier return-to-sender fees we incur, may be automatically deducted from your final refund amount.

14. Order Cancellations

We process orders rapidly to ensure fast delivery. If you need to cancel an order, please contact us immediately. Cancellation requests received within 2 hours of placing an order will be reviewed and honored whenever possible. Once an order has entered the processing stage or has been handed over to the shipping carrier, cancellation requests can no longer be accepted, and the item will need to be returned according to our standard policy.

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