RETURN, REFUND & CANCELLATION POLICY

This Return, Refund and Cancellation Policy (“Policy”) governs the sale of products by ZEVIX, including its electronic wellness device, the EAZE Neck & Shoulder Relief Massager (“Product”), and forms an integral part of the Terms and Conditions of Sale available on our website. By placing an order, the customer (“you”) agrees to be bound by this Policy. ZEVIX reserves the right to amend this Policy at any time in accordance with applicable laws.

ELIGIBILITY FOR RETURNS

Returns are accepted only within two (2) days from the date of delivery and only if the Product is unused, unopened and returned in its original packaging, with all seals, labels, manuals, accessories and components intact and in re-saleable condition. Due to the nature of electronic and personal wellness devices, any Product that has been opened, used, tested or worn will not be eligible for return, except in cases of manufacturing defect or damage during delivery.

VALID GROUNDS FOR RETURN, REPLACEMENT OR REFUND

A customer may request a return, replacement or refund strictly in the following circumstances:
(i) the wrong Product has been delivered;
(ii) the Product is physically damaged at the time of delivery;
(iii) the Product has a manufacturing or functional defect; or
(iv) an item or essential accessory is missing from the package.

In all such cases, the customer must notify ZEVIX within forty-eight (48) hours of delivery and provide clear photographic and video evidence of the outer shipping box, internal packaging, Product and accessories. An unboxing video recorded at the time of opening the parcel is strongly recommended and may be required to validate claims. ZEVIX reserves the right to reject claims where adequate evidence is not provided.

NON-ELIGIBLE CASES

Returns, refunds or replacements shall not be accepted under the following circumstances: the Product has been used, installed or operated; damage has occurred due to misuse, mishandling, negligence, voltage fluctuation, unauthorized repair or improper storage; the complaint relates to personal discomfort, massage intensity, heat sensation, noise level or subjective expectations; minor cosmetic variations that do not affect performance are present; original packaging, accessories, or documentation are missing; or seals, serial numbers or identification labels have been tampered with or removed.

CHANGE-OF-MIND RETURNS

Change-of-mind returns are permitted only if the Product is completely unopened, unused and sealed and the return request is raised within seven (7) days of delivery. For hygiene, safety and electronic integrity reasons, no change-of-mind returns are permitted once the Product has been opened or used, even if used briefly.

ORDER CANCELLATION

Orders may be cancelled without penalty only before dispatch. Once an order has been shipped, it cannot be cancelled. In such cases, the customer must accept delivery and may initiate a return only if the Product qualifies under this Policy.

RETURN PROCEDURE

To initiate a return or refund request, customers must contact ZEVIX at helpdesk.zevix@gmail.com, providing the order ID, a detailed description of the issue and supporting images and/or videos. All requests are reviewed by ZEVIX within twenty-four (24) to forty-eight (48) hours.

If the return request is approved due to a wrong product delivered, product damaged on delivery, or manufacturing defect, ZEVIX will arrange a reverse pickup at no additional cost to the customer. In all other eligible cases, customers may be required to ship the product back to the address communicated by ZEVIX, using a reliable courier service.

Customers are responsible for securely packaging the Product to prevent damage during transit. Any damage incurred during reverse transit due to improper packaging may result in rejection of the return. ZEVIX reserves the right to inspect the Product upon receipt before approving any refund or replacement.

REFUND PROCESSING

Upon receipt of the returned Product at our warehouse and successful quality inspection, refunds shall be processed within seven (7) business days. Refunds for prepaid orders shall be credited to the original payment method used at checkout. For cash-on-delivery orders, refunds shall be made via bank transfer upon receipt of valid bank details. Please allow seven (5) to seven (7) business days for the refunded amount to reflect in your account, depending on banking channels.

DAMAGED OR TAMPERED SHIPMENTS

If the outer shipping package appears damaged, tampered or opened at the time of delivery, customers are strongly advised to refuse delivery and inform ZEVIX immediately. Acceptance of a visibly damaged shipment may invalidate eligibility for return or refund.

PRODUCT AUTHENTICITY & WARRANTY

All ZEVIX Products are sold directly by ZEVIX and undergo strict quality control prior to dispatch. ZEVIX does not sell through unauthorized third-party sellers. Any warranty provided with the Product is limited to manufacturing defects and does not cover misuse, wear and tear or accidental damage.

LIMITATION OF LIABILITY

To the maximum extent permitted under applicable law, ZEVIX shall not be liable for indirect, incidental or consequential damages arising from the use or inability to use the Product. Nothing in this Policy limits rights guaranteed under applicable consumer protection laws.

CONTACT INFORMATION

For assistance regarding returns, refunds, or cancellations, customers may contact ZEVIX at helpdesk.zevix@gmail.com during official customer support hours (12-5).