Refund policy

At ZOVENAUS, customer satisfaction is important to us. If you experience a problem with your order, please contact us at service@zovenaus.com before returning any product. Our team will review your request and provide return or after-sales instructions.

Returns for Standard Products

You may request a return within 14 days of delivery.

To qualify for a return, the product must be:

Unused, unworn, unwashed, and completely dry.
Free from dirt, stains, odors, punctures, or other damage.
Returned with the original packaging, blower, power adapter, stakes, ropes, storage bag, repair materials, and all other included accessories.
Accompanied by proof of purchase.

Inflatable costumes that have been worn and water products that have been used cannot be returned for hygiene and safety reasons unless a confirmed manufacturing defect is present.

Please contact us before shipping your return. Returns sent without authorization may not be accepted. Do not return a product to the address shown on the original shipping label unless instructed by our customer service team.

Change-of-Mind Returns

If the return is requested because the customer changed their mind, ordered the wrong item or size, or no longer needs the product:

The customer is responsible for return shipping costs.
Original shipping charges and upgraded shipping fees are non-refundable.
Any customs duties, import taxes, brokerage fees, or related charges are non-refundable.
The customer is responsible for the package until it reaches the return address provided by ZOVENAUS.
We recommend using a trackable shipping service.

A refund will be issued only after the returned product has been received and inspected.

Incorrect, Damaged, or Defective Products

Please inspect your order immediately after delivery.

If you receive an incorrect, damaged, incomplete, or defective product, contact us within 7 days of delivery and provide:

Your order number.
A clear description of the issue.
Photos or video showing the entire product and the reported problem.
Photos of the outer packaging and shipping label.
A video showing the product connected to the correct power supply and fully inflated, when applicable.

Please keep the product, packaging, and all accessories until your claim has been resolved.

After reviewing the evidence, ZOVENAUS may provide troubleshooting assistance, replacement parts, repair, replacement, partial refund, or full refund, depending on the nature of the issue.

If ZOVENAUS confirms that the product was incorrect, damaged in transit, or affected by a manufacturing defect, we will cover the approved return or replacement shipping costs.

Normal Characteristics of Inflatable Products

The following conditions are generally not considered manufacturing defects:

Temporary wrinkles or creases caused by folding and packaging.
Minor color differences caused by lighting, photography, or screen settings.
Reasonable differences in measurements or handcrafted details.
Normal operating noise from the blower.
Continuous-air inflatable products deflating after the blower is switched off.
Minor differences between product artwork, mock-ups, and the finished handcrafted item that do not affect normal use.

Custom and Made-to-Order Products

Custom, personalized, OEM, ODM, and made-to-order products are produced specifically for each customer and cannot normally be resold.

A custom order may be canceled for a full refund only before design work, material purchasing, mold or pattern development, or production has started.

Once design work has started, any approved refund will be calculated according to the work already completed and the materials already purchased. Depending on the project stage, the refundable amount may be limited to approximately 30%–40% of the amount paid.

After the customer approves the final artwork, dimensions, mock-up, sample, production plan, or other final proposal, and production has started, the order cannot be canceled or returned unless the finished product has a confirmed manufacturing defect or materially differs from the approved specifications.

Customer-approved spelling, artwork, colors, measurements, logos, and other design details are not eligible for a refund or free remake.

Cancellations for Standard Products

Standard product orders may be canceled before fulfillment begins.

Once an order has entered packing, fulfillment, or shipping, cancellation might no longer be possible. If the package has already been dispatched, the customer must follow the standard return procedure after delivery.

Damage Caused by Use

Returns, refunds, free repairs, and free replacements do not apply to damage caused by:

Incorrect installation or improper storage.
Failure to secure the inflatable correctly.
Use during strong winds, storms, heavy rain, snow, or other unsuitable weather.
Using an incorrect voltage, power adapter, blower, or extension cable.
Punctures, cuts, burns, abrasion, animal damage, or contact with sharp objects.
Overinflation, dragging, climbing, or use beyond the product’s intended purpose.
Unauthorized alterations, repairs, or replacement parts.
Failure to follow the supplied instructions or safety guidance.
Normal wear and tear.

Missing or Lost Packages

Customers are responsible for providing a complete and accurate delivery address.

If tracking shows that the package was delivered to the address provided at checkout, ZOVENAUS cannot issue an automatic refund. We will assist the customer in requesting delivery evidence or opening an investigation with the carrier.

If a package is officially confirmed as lost by the shipping carrier before delivery, ZOVENAUS will review the investigation results and determine an appropriate solution, which may include replacement or refund.

Claims involving an incorrect address supplied by the customer, refusal of delivery, failure to complete customs clearance, or failure to collect the package are not eligible for an automatic refund.

Return Inspection and Refunds

After receiving the returned product, we will inspect its condition and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Depending on the payment provider or bank, it may take approximately 3–10 business days for the funds to appear in your account.

If a returned product is used, wet, incomplete, damaged, missing accessories, or otherwise not in its original condition, ZOVENAUS may reject the return or deduct the loss in value from the refund.

Exchanges

Exchanges are subject to product availability. Customers requesting an exchange for personal reasons are responsible for return shipping and the shipping cost of the replacement product.

If an exchange is required because of a confirmed ZOVENAUS error or manufacturing defect, we will provide instructions and cover the approved shipping costs.

Final-Sale Items

The following products are not eligible for change-of-mind returns:

Custom, personalized, OEM, ODM, or made-to-order products after production has started.
Used or worn inflatable costumes.
Used water products.
Clearance or final-sale products clearly identified as non-returnable.
Complimentary gifts and promotional items.
Products damaged through improper use, storage, installation, or maintenance.