Shipping & Returns
Zenvayu Shipping Policy
ZenVayu Shipping Policy
Effective Date: 17 September 2026
Shivaraholo Solutions (OPC) Private Limited (“we,” “us,” or “ZenVayu”) is committed to delivering your orders accurately, on time, and in perfect condition. By placing an order with ZenVayu, you agree to the following terms.
1. Order Processing
Once your order is placed you will receive an email confirmation with your order number and details. All orders ship free via trackable, insured standard delivery. Orders are dispatched within 24–48 hours and typically delivered within 3–5 business days of ordering. You will receive tracking details by email as soon as your order ships.
2. Shipping Origin
All shipments originate from our fulfillment centre in Pune, India. For certain SKUs, third-party suppliers may ship directly to you; all packaging and documentation will reflect ZenVayu as the shipper.
3. Geographic Coverage
Domestic: we ship to all serviceable pincodes in India. If your pincode is not serviceable you will be notified promptly and offered an alternative or a full refund. We do not currently ship internationally.
4. Carriers
We ship through Shiprocket and its partner carrier network. Only standard shipping is offered; we do not currently offer an expedited service.
5. Shipping Charges
Standard shipping is free on every order, with no minimum value. There are no packaging or handling fees, and no charges are added at checkout based on your pincode.
*“Business days” exclude weekends and national holidays.
6. Order Tracking
After dispatch you will receive a shipping confirmation email or SMS containing your tracking number and carrier link. You may also track via your ZenVayu account under My Orders, or by contacting our chat support.
7. Restricted Items
Fragrance oils are carried as liquid goods. Certain remote pincodes may not permit delivery of such items. If your order contains restricted items and your location is non-serviceable, we will notify you to arrange an alternative or a refund.
8. Shipping Insurance
All domestic shipments are insured by default against loss or theft in transit, at no extra cost to you.
9. Lost, Damaged or Delayed Shipments
Transit may be affected by natural calamities, strikes, carrier issues or other unforeseen events, and we will keep you informed of significant delays. Please inspect your parcel on delivery and report any damage, tampering, missing item or non-receipt within 48 hours of delivery — see Section A of the Returns policy below.
10. Taxes
As we currently ship only within India, all applicable GST is included in the price shown at checkout.
11. Contact & Support
Email: support@zenvayu.co · Live chat on www.zenvayu.co · Monday to Friday, 10:00 AM – 6:00 PM IST.
Return & Exchange Policy
Returns, Replacements & Exchanges
Effective Date: 17 September 2026
Every return window below starts on the day your order is delivered. You only need to request the return inside the window — the item does not have to reach us within it.
A. Damaged, tampered or short in transit — tell us within 48 hours of delivery
If your parcel arrives damaged, tampered with, or with an item missing, email support@zenvayu.co within 48 hours of delivery with your order number and photographs of the outer box, the shipping label and the item. We arrange a free reverse pickup and dispatch a replacement, or refund you in full if the item is out of stock. You pay nothing.
Why 48 hours: our carrier’s transit-damage claim window is short. Telling us quickly is what lets us replace your item straight away instead of waiting on an investigation.
B. Defective or not as described — request within 7 days of delivery
If a device does not work as described, email us within 7 days of delivery with your order number, a short description, and photographs or a video showing the issue. We arrange a free reverse pickup. We replace the item; where a replacement is unavailable we refund you in full to your original payment method. Return shipping is on us. After day 7, device faults are covered by the 1-year limited warranty below.
C. Changed your mind — request within 7 days of delivery
Unused devices in their original packaging with all accessories, and fragrance oils with the factory seal unbroken, may be returned within 7 days of delivery. Choose either:
• ZenVayu credit for the full amount you paid, valid 12 months, no minimum order value; or
• a refund to your original payment method, less a flat ₹249 return-shipping charge.
Email support@zenvayu.co to start the request. We arrange the pickup either way.
D. Not eligible for return
• Fragrance oils whose seal has been broken. For hygiene and safety reasons these cannot be returned, replaced or refunded.
• Devices that have been used where there is no defect.
• Requests made after the windows above. Device faults after day 7 are handled under warranty.
Proof we need
Photographs of the outer box, the sealed or unsealed state of the item, and the item itself, taken before full unpacking, are sufficient for any claim. An unboxing video is not required. It is, however, the fastest route to same-day approval, and we recommend filming one for orders above ₹7,500.
Who pays return shipping
• Damaged in transit — ZenVayu.
• Defective or not as described — ZenVayu.
• Change of mind, credit option — ZenVayu.
• Change of mind, refund to original payment method — ₹249, deducted from the refund.
Where reverse pickup is unavailable at your pincode, ship the item by any trackable service and we reimburse actual freight up to ₹300 on approved claims under A and B.
Inspection and refund timeline
We inspect returned items within 3 business days of receipt at our Pune facility. Approved refunds are initiated within 2 business days of inspection; your bank or card issuer typically credits the amount within a further 5–7 business days. Replacements are dispatched within 2 business days of inspection.
Refused and undelivered orders
Orders refused at the door, or returned to us undelivered after three delivery attempts, are refunded less the actual two-way shipping cost we incurred (currently ₹536). We will share the carrier charge with you.
Cancelling an order
You may cancel free of charge at any time before dispatch by emailing support@zenvayu.co. Once the order has been dispatched, the policy above applies.
Warranty
Every ZenVayu diffuser carries a 1-year limited warranty against defects in the air pump and motherboard, running from the date of delivery. Warranty service is repair or replacement. It does not cover damage from misuse, use of liquids other than ZenVayu fragrance oils, unauthorised opening of the unit, or normal wear of consumable parts.
Grievance redressal
Grievance Officer: Shivansh Mehta, Director · Shivaraholo Solutions (OPC) Private Limited, Office No. 301, Lalwani Icon, Off New Airport Road, Sakore Nagar, Pune 411014 · support@zenvayu.co. We acknowledge every complaint within 48 hours, send you a copy of the complaint as we have recorded it, and resolve it within one month of receipt.
Your statutory rights
This policy is in addition to, and does not limit, your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.