We want you to feel confident ordering from Zhinava. This policy explains how cancellations, returns, replacements, and refunds are handled.
Nothing in this policy limits your statutory consumer rights.
Changing or cancelling an order before dispatch
Contact us at info@zhinava.com as soon as possible if you need to change or cancel an order.
We cannot guarantee changes or cancellations after an order has entered processing or been dispatched. If the order has already been sent, the return provisions below will apply.
Change-of-mind cancellations
If you are a UK consumer purchasing online, you may normally cancel your order without giving a reason by notifying us within 7 days after the day on which you receive the goods.
After notifying us, you must return the eligible goods within a further 7 days.
Customers in other locations may have additional or different mandatory rights under their local law. Where those rights apply, this policy will be interpreted consistently with them.
Supplement safety and sealed products
Because Zhinava sells ingestible supplements, we cannot accept a change-of-mind return if a product’s tamper-evident seal or protective packaging has been opened, broken, removed, or otherwise compromised.
To qualify for a change-of-mind return, the product must be unopened, unused, undamaged, and in its original sealed packaging.
This restriction does not apply where a product is faulty, damaged, incorrectly supplied, misdescribed, or where applicable law otherwise requires a remedy.
How to request a return
Before sending anything back, email info@zhinava.com and provide:
-
Your name
-
Order number
-
The product you wish to return
-
The reason for the return, if you wish to provide one
-
Photographs if the product is damaged, defective, or incorrect
If the return is eligible, we will provide return instructions and the return address.
Do not send returns to the address printed on the parcel without first contacting us, as that location may not be able to process returns. Unauthorised returns may be delayed.
Return shipping costs
For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise.
We recommend using a tracked service and retaining proof of postage. You remain responsible for the goods until they are received at the designated return address.
If an item is faulty, damaged, misdescribed, or supplied incorrectly, Zhinava will cover reasonable return costs or provide another suitable return method where required.
Faulty, damaged, incorrect, or missing products
Inspect your order after delivery. If an item is faulty, damaged, incorrect, or missing, contact us promptly at info@zhinava.com
Please provide your order number and, where reasonably possible, photographs showing:
-
The product and reported issue
-
The outer parcel
-
The shipping label
-
The batch number and expiry date
Depending on the circumstances and your legal rights, we may offer a replacement, refund, repair, or another appropriate remedy.
Do not consume a product if its seal is broken unexpectedly, its packaging is damaged, or you believe it may be unsafe.
Refunds
We will notify you after receiving and inspecting your return.
Approved refunds will be issued to the original payment method. For a valid UK statutory cancellation, the refund will include the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for express or premium delivery is not normally refundable.
We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Refunds will be processed within the period required by applicable law. Your bank or payment provider may require additional time to display the funds.
Reduced refunds
Where permitted by law, we may reduce a change-of-mind refund to reflect loss in value caused by handling beyond what would reasonably be permitted when examining a product in a shop.
We will not resell returned supplements where product safety or packaging integrity cannot be assured.
Non-returnable items
Unless faulty or otherwise protected by law, we cannot accept returns of:
-
Supplements with opened, removed, or broken seals
-
Products that have been used or consumed
-
Products damaged after delivery through misuse or improper storage
-
Gift cards
-
Free gifts or promotional items without an associated eligible return
-
Products identified as non-returnable before purchase where legally permitted
Sale items have the same statutory protections as full-price items.
Exchanges
We do not currently offer direct exchanges. If an unopened product is eligible for return, return it for a refund and place a new order.
If you received an incorrect or defective product, contact us before placing another order.
Refused and unclaimed deliveries
If an order is refused or left unclaimed, it may be returned to us. Where permitted by law, reasonable outbound, return, customs, or carrier charges may be deducted from the refund.
A refused delivery is not always sufficient notice of statutory cancellation, so please also contact us at info@zhinava.com.
Subscriptions
Cancelling a product subscription prevents future renewal orders but does not automatically cancel an order that has already been processed.
Subscription cancellation instructions, minimum commitments, renewal timing, and notice requirements must be presented separately in the Subscription Terms and at checkout.
Contact us
To request a return or ask a question, contact:
Zhinava Limited
Email: info@zhinava.com
Returns address: IT WILL BE PROVIDED AFTER AUTHORISATION
Business address: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF United Kingdom