Cancellation and Refund Policy

At Revibe Zen, we strive to guarantee customer satisfaction with every purchase. This policy outlines the conditions for cancellation, return, and refund.

1. allergic reactions

At Revibe Zen, your health and safety are our top priorities.

  • If you experience an allergic reaction after using our product, please stop use immediately and consult a physician.
  • Contact us by email at customer@revibezen.com with details of your reaction, preferably accompanied by photos.
  • We will review each case individually and propose a suitable solution, such as a refund or store credit.
  • Revibe Zen disclaims all responsibility for adverse reactions due to allergies or individual sensitivities.

Please carefully review the ingredient list before use.

2. returns of unopened items

If you wish to return an unopened and unused item in its original condition, the following conditions apply:

  • Deadline: Contact us within 14 days of receiving your order at customer@revibezen.com.
  • Condition: The item must be unopened, unused, and resellable. We reserve the right to reject any return if signs of opening or handling are visible.

Return Process & Shipping Costs:

  • Once approved, we will provide the return address.
  • Return shipping costs are the customer’s responsibility. We recommend a tracked shipping service, as we are not responsible for lost or damaged returns.
  • Please ensure adequate and secure packaging.

Refund / Exchange:

  • After verifying the returned item, we will either refund the purchase price or offer store credit / an exchange.
  • Initial shipping costs are non-refundable.
  • For orders with free shipping, actual shipping costs will be deducted from the refund. An invoice can be provided upon request.
  • Refunds will be processed via the original payment method or as store credit.

If the return is initiated by the customer for personal reasons (e.g. change of mind, wrong item ordered), the customer is responsible for the return shipping costs. The exact amount depends on the courier service selected.

 

If the return is due to an error on our part — such as receiving a damaged or incorrect item — we will cover the return shipping costs in full.

 

Return Address Confirmation

We kindly request that all returns be sent to our main warehouse. However, to ensure a smooth and efficient process, please contact us before initiating any return to confirm the current return address. This step is necessary as the return address may vary depending on the product or circumstances.

 

Return address: 1213 Delaware Ave Wilmington, DE 19806 as return address

 

Shipping Label

For your convenience, we will provide you with a prepaid shipping label once your return request has been approved. Please use this label to ensure your return is processed correctly.

 

Important Notes:

  • Returns sent to an unconfirmed address may not be accepted or processed. Please always contact us first to confirm the correct return address.
  • Customers may cancel their orders before shipment without providing a reason.
  • If the delivered goods are damaged or defective due to our fault, the customer will not be responsible for any shipping costs related to the return.
  • Once your return request has been received and approved, we will issue a return label for you. There’s no need to print anything — the label will be provided directly by the carrier.

3. returns of opened/used items (hygiene)

For hygiene and safety reasons, we do not accept returns of opened or used products — except in cases described in Section 1 (Allergic Reactions) or Section 5 (Damaged/Incorrect Items).

4. 30-day satisfaction guarantee

If you are not satisfied with the product despite proper use, we offer the following guarantee:

  • Only valid when used properly and if the results are unsatisfactory.
  • Refund requests must be made within 30 days of receipt.
  • Please contact us with your order number and a description of your experience at customer@revibezen.com.

Refund:

  • A 15% processing fee will be deducted.
  • For orders with free shipping, actual shipping costs will be deducted.
  • Initial shipping fees are non-refundable.

5. damaged or incorrect items

If you receive a damaged or incorrect product, please contact us within 7 days at customer@revibezen.com with:

  • Photos of the item
  • A photo of the shipping label
  • A full photo of the packaging

After verification, we will offer a replacement or full refund, including shipping costs — depending on stock availability and your preference.

6. refund options

  • Full/Partial Refund: Eligible refunds will be issued via the original payment method, minus any deductions applicable under this policy (e.g., processing fees, actual shipping fees for free-shipping orders).
  • Store Credit or Exchange: If preferred and applicable, you may opt for store credit or an exchange of equal value (subject to deductions for any applicable shipping costs under this policy).

7. order cancellation by the customer

We understand that you may need to cancel an order. Please note the following policy:

  • Eligibility for Cancellation: Orders can only be canceled if no shipping tracking has yet been generated. In general, we ship items within 2 business days, often within 24 hours.
  • Cancellation Request: To request a cancellation, please contact us immediately at customer@revibezen.com with your order number.
  • After Shipment: Once the order has been shipped or tracking has been provided, it can no longer be canceled. In this case, you may initiate a return under our return policy (see for example Section 2 for unopened items).

8. chargeback policy

We strive to resolve all issues amicably. We ask that you contact us before initiating a chargeback.

 

In the event of a chargeback, the refund process for that transaction will be immediately suspended and the case will be transferred to the payment service provider. This is to comply with banking protocols and avoid double refunds.

 

If a chargeback is initiated after a refund has already been issued, we reserve the right to provide proof of the original refund to the payment provider.

9. return, refund, cancellation or claim

Please contact us at customer@revibezen.com with your order number and a detailed description of your request.

10. refund method and timeline

Once both parties reach an agreement, we will process the refund promptly. Refunds will typically be issued back to the original payment method used during the purchase (e.g., credit card, PayPal). After issuing the refund, we will send you proof of the transaction for your reference.
 

The refund will usually appear on your bank statement within 7–15 business days, although it is often processed faster. For customers in the United States, refunds are typically completed within 2–5 business days on average.
If you do not see the refund reflected on your bank statement after this period, please feel free to contact us for further assistance.

11. policy changes

Revibe Zen reserves the right to modify this policy at any time. Changes take effect as soon as they are published on the website.