Return Policy

Return & Refund Policy

Last Updated: August 28, 2026

Thank you for choosing Zynorevella, operated by Moweb (Hong Kong) Limited.

This policy describes how we handle qualifying concerns involving products purchased from our store. If you discover an issue after your order has been delivered, please email our customer care team at support@zynorevella.com.

When requesting assistance, provide your Order Number—for example, 015SHOP-1218—and the email address used during checkout. This information enables us to locate the transaction and review your request more efficiently.

1. General Final Sale Policy

Except in the eligible situations outlined in this policy, purchases completed through Zynorevella are generally considered final sale.

We do not ordinarily accept returns, provide refunds, or arrange exchanges for reasons including:

  • Changing your mind after submitting or receiving an order

  • Personal taste or preference

  • Selecting an unsuitable size, color, design, style, or variation

  • No longer wanting or needing the product

We may assess a claim if:

  • The merchandise was damaged when it arrived

  • The item has a confirmed manufacturing defect or quality issue

  • The product delivered is not the product shown in the original order

2. Damaged, Defective, or Incorrect Merchandise

We use reasonable care when preparing, packing, handling, and fulfilling purchases. However, transportation damage or fulfillment mistakes can occasionally occur.

Customers should inspect all merchandise promptly after delivery.

If a product arrives damaged, defective, or incorrect, the problem must be reported within 7 days of the delivery date recorded by the shipping carrier.

Send the request to support@zynorevella.com and include:

  • Your Order Number

  • The email address connected with your purchase

  • A detailed explanation of the problem

  • Clear photographs or video showing the damage, defect, or incorrect item

Complete order details and clear supporting evidence allow our team to evaluate the request more effectively.

3. Evaluation and Available Solutions

After receiving the required information and documentation, our customer care team will assess the claim according to the circumstances of the affected order.

If the request is accepted, Zynorevella will determine the remedy considered most appropriate.

An approved solution may involve:

  • Sending a replacement product

  • Issuing a partial refund

  • Providing a full refund

The selected resolution will depend on the type and severity of the reported problem, the product’s condition, and the evidence submitted.

4. Refund Method and Processing Time

Any full or partial refund approved by Zynorevella will normally be credited to the original payment method used to complete the purchase.

After the refund has been issued by us, approximately 7–12 business days may be required for the amount to appear in your account.

The actual processing period is determined by the procedures of your:

  • Bank

  • Credit card company

  • Debit card issuer

  • Payment processor

  • Other financial service provider

Zynorevella does not control delays caused by banks, card issuers, payment platforms, or other financial institutions after a refund has been submitted.

5. Replacement Conditions

Zynorevella does not operate a standard exchange program for routine changes involving personal preference, product size, color, style, design, or another selected option.

A replacement may be offered only when:

  • The merchandise was damaged upon arrival

  • A defect has been verified

  • An incorrect product was supplied

  • The claim has been reviewed and approved by our customer service team

Replacement merchandise is one possible resolution for an approved claim and should not be interpreted as a general product-exchange service.

6. Products Returned Without Authorization

Do not return, mail, or ship merchandise to Zynorevella before contacting our customer care team and receiving written return instructions.

Merchandise sent without advance approval will be treated as an unauthorized return.

An unauthorized return may be refused and may not be eligible for:

  • A refund

  • A replacement

  • An exchange

  • Any other compensation

Contact us before returning any product. If a physical return is necessary for an approved claim, our team will provide the relevant instructions.

7. Customer Support

For questions about damaged merchandise, defective products, incorrect items, approved refunds, replacement requests, or another issue covered by this policy, contact us using the details below.

For faster assistance with an existing purchase, include your Order Number and the email address associated with the transaction.

Brand:
Zynorevella

Operating Company:
Moweb (Hong Kong) Limited

Website:
https://www.zynorevella.com

Email:
support@zynorevella.com

Phone:
(260) 261-3733

Business Address:
Moweb (Hong Kong) Limited
Suite 6503, 65/F, Central Plaza
18 Harbour Road
Wan Chai, Hong Kong