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Return & Exchange Instructions
We want you to love your Zenbivy sleep system, so we make returns and exchanges as simple as possible.
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You may return items for up to 14 days after shipment for a full refund, less original shipping costs. In-home testing for size and comfort is of course allowed, but returned items must be unused, with the original packaging*, and in the same condition in which you received them. Items returned to us dirty or covered in pet hair will not be accepted.
*Mattresses will not fit back in their original package, but please return all packaging elements. You may use a different box/envelope to ship your items back if needed.
CLOSEOUT items purchased at 50% off cannot be returned, only exchanged
When making an exchange, you have two options:
- Purchase the new item now on a separate order and return the existing order for refund. This is faster, but your card is charged for both orders during the transition.
- Return for exchange. As soon as we get the return back, we will email the replacement order to you with an invoice/refund for any price difference. You then verify and complete the replacement order.
(If you are exchanging, we would highly recommend the first option listed above as several styles are selling quickly and we cannot guarantee we will have your preferred style in stock at the time we receive & process your return. Thank you!)
Most returns are processed within 3-6 business days from date of arrival but please note that it can take up to 2 weeks. Once we receive your return in accordance with this policy, your exchange or refund will be processed and any credit will automatically be applied to your credit card or original method of payment within 10 business days.
Customer is responsible for return shipping costs. We strongly urge opting for tracking information as Zenbivy is not responsible for any lost/damaged packages.
Or you can email us at friends@zenbivy.eu from the original email address you used to place the order and we will get your RMA# set up. Please include the original order number, the reason for return, and confirmation that each item is unused and in its original packaging.