Returns, refunds & cancellations.

You can cancel free of charge at any point before your order is dispatched. Message us on WhatsApp at +91 82628 32302 or email zenvier.in@gmail.com with your order number and we will confirm the cancellation and refund in full.

Once an order has been handed to the courier it can no longer be cancelled, because it is already in transit. At that point the returns terms in clause 2 apply instead.

We will replace or refund any item, in full, that reaches you in any of the following conditions:

• Damaged in transit — a cracked crystal, dented case, or packaging that clearly failed.
• Manufacturing defective — the movement does not keep time, the crown or pushers do not work, or the finish is flawed.
• Not what was ordered — the wrong model, the wrong colourway, or a missing item from a set or combo.

Raise it within 7 days of delivery. Every one of these claims requires an uncut unboxing video, on the terms set out in clause 3 — photographs on their own are not enough, because they cannot show the parcel being opened.

We accept a damage, defect, or wrong-item claim only if you can send us an uncut video of the parcel being opened. This is the one condition we do not waive. Without it we have no way to tell whether a fault left our workshop or happened after the watch reached you, and our courier will not settle a transit claim without it either.

Your video has to show all of the following:

• One continuous take. No cuts, no edits, no pauses, and no change of speed. The recording must run from start to finish in a single piece.
• The parcel still sealed, before anything is opened, with the shipping label readable and every side of the packaging shown to the camera.
• The parcel being opened, on camera, without the recording stopping at any point.
• The watch itself, lifted out and turned over close enough to the lens that the dial, case, crystal, and strap are all clearly visible.
• Everything else in the box, including the papers and every piece of a set or combo, so that a missing-item claim can be settled from the footage alone.

Start recording before you break the seal. A video that opens on an already-opened parcel tells us nothing about what was inside when it arrived, and we cannot accept one.

Send the original file, unedited and untrimmed, within 7 days of delivery. WhatsApp and email both work; if the file is too large for either, tell us and we will send you an upload link the same day.

We do not accept returns for change of mind, and we cannot take back a watch that has been worn, sized, or damaged after delivery. Because each piece is inspected and photographed before dispatch, we are able to tell the difference between a fault and ordinary wear.

Water damage is not covered. Our watches are splash-rated to 3 ATM — they are not built for swimming, showering, or diving, and this is stated on every product page.

We also cannot accept a damage or defect claim that arrives without an unboxing video, or with a video that has been cut, trimmed, sped up, or started after the parcel was already open. We know this is a strict line to hold. It is the only way we can stand behind a no-questions replacement for everyone who does film their unboxing, and it is why we flag it at checkout and again in your dispatch message — before the parcel is in your hands, not after.

Message +91 82628 32302 on WhatsApp, or email zenvier.in@gmail.com, with your order number, a description of the problem, and your unboxing video. Close-up photographs of the fault help us judge it quickly, but they sit alongside the video rather than in place of it. We respond within one business day.

If the claim is accepted we arrange a free reverse pickup from your delivery address anywhere in India. You never pay return shipping on a fault that is ours.

Approved refunds are issued to the original payment method — the same UPI ID, card, or bank account you paid from. We cannot refund to a different account.

• Cancelled before dispatch: refunded within 3–5 business days of confirmation.
• Returned item: refunded within 5–7 business days of the watch reaching us and passing inspection.
• Replacements: dispatched within 2 business days of the returned item reaching us.

Once we release a refund, how quickly it appears depends on your bank or UPI provider. Zenvier has no control over that final leg, though we will share the payment reference so you can follow it up.

If an item sells out between your order and dispatch, we will tell you the same day and refund you in full, without needing you to ask.

You can reach a person on WhatsApp at +91 82628 32302 for anything this page does not answer.