Zenava Legal Policies

1. Terms and Conditions

1.1 About Zenava

Zenava operates the website zenava.co.uk ("the Site"). We are committed to providing high-quality nutritional supplements and health products to our customers.

1.2 Acceptance of Terms

By placing an order through our Site, you confirm that:

• You are at least 18 years of age
• You are legally capable of entering into binding contracts
• All information provided is accurate and complete
• You will use the products responsibly and in accordance with directions

1.3 Product Information and Availability

We strive to ensure all product descriptions, ingredients, and pricing information are accurate. However:

• Product formulations may be updated by manufacturers
• Images are for illustrative purposes and may differ from actual products
• We reserve the right to limit quantities on any product
• All products are subject to availability
• In case of unavailability, we will notify you and offer a refund or alternative

1.4 Order Process and Contract Formation

When you place an order:

1. You submit an offer to purchase products at the stated price
2. You receive an order confirmation email (this is NOT acceptance)
3. We send a dispatch confirmation email (this forms the contract)
4. The contract is formed only when we dispatch your order

1.5 Pricing and Payment

All prices are in British Pounds (£GBP) and include VAT where applicable. We accept payment via:

• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Other payment methods as displayed at checkout

Payment is processed at the time of order. We reserve the right to correct pricing errors and will notify you if this occurs.

1.6 Delivery

Order Processing:

• Orders placed before 6:30 PM are typically dispatched the next business day
• Orders placed after 6:30 PM will be processed the following business day
• We do not dispatch on weekends or UK bank holidays
• You will receive email confirmation when your order is dispatched

UK Delivery:

• Royal Mail 1st Class: 1-3 business days
• Royal Mail 2nd Class: 2-5 business days
• Orders over 1kg may be shipped via courier for faster delivery
• Free standard delivery on orders over £30

Tracked Delivery:

• Royal Mail Signed For service available for trackable delivery
• Tracking codes provided via email once dispatched

International Delivery:

• Available to selected countries (4-7 business days typically)
• Delivery times vary by destination
• Customers are responsible for customs duties and import taxes
• We are not responsible for delays caused by customs
• International tracking is available to UK border only (Royal Mail policy)

Important Delivery Information:

• Ensure your delivery address is complete and accurate
• We are not liable for failed deliveries due to incorrect addresses
• If you miss a delivery, collect from your local depot within the specified timeframe
• Failed collections will result in return to sender (see Returns Policy)

1.7 Risk and Title

Products remain our property until full payment is received. Risk passes to you upon delivery or collection.

1.8 Health and Safety Information

• Always read labels and follow directions carefully
• Consult a healthcare professional before use if pregnant, nursing, taking medication, or have a medical condition
• Keep out of reach of children
• Do not exceed recommended dosages
• Discontinue use and consult a doctor if adverse reactions occur

1.9 Limitation of Liability

To the fullest extent permitted by law:

• We are not liable for indirect, consequential, or special damages
• Our liability is limited to the purchase price of the product
• Nothing excludes our liability for death/injury caused by negligence, fraud, or matters that cannot be limited by law

1.10 Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

2. Terms of Use

2.1 Website Usage

By accessing zenava.co.uk, you agree to use the Site only for lawful purposes and in a manner that does not infringe the rights of others.

2.2 Account Registration

If you create an account, you agree to:

• Provide accurate and complete information
• Maintain the security of your password
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorized access
• Update your information to keep it current

2.3 Intellectual Property

All content on zenava.co.uk, including but not limited to:

• Text, graphics, logos, and images
• Product descriptions and photographs
• Software and code
• Design and layout

is owned by or licensed to Zenava and protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, or create derivative works without our express written permission.

2.4 Prohibited Activities

You must not:

• Use the Site for any illegal purpose
• Attempt to gain unauthorized access to our systems
• Interfere with or disrupt the Site or servers
• Use automated systems (bots, scrapers) without permission
• Post or transmit harmful code or malware
• Impersonate any person or entity
• Collect user information without consent
• Use the Site to send spam or unsolicited communications

2.5 User-Generated Content

If you submit reviews, comments, or other content:

• You grant us a non-exclusive, worldwide, royalty-free license to use, reproduce, and display such content
• You confirm that your content does not violate any laws or third-party rights
• We reserve the right to remove any content at our discretion
• We are not responsible for user-generated content

2.6 Links to Third-Party Sites

Our Site may contain links to external websites. We are not responsible for the content, privacy practices, or terms of third-party sites. Access them at your own risk.

2.7 Disclaimer of Warranties

The Site is provided "as is" without warranties of any kind. We do not guarantee that:

• The Site will be uninterrupted or error-free
• Defects will be corrected
• The Site is free from viruses or harmful components
• Information is complete, accurate, or current

2.8 Changes to Terms of Use

We may update these Terms of Use at any time. Continued use of the Site after changes constitutes acceptance of the modified terms. Please review regularly.

2.9 Termination

We reserve the right to suspend or terminate your access to the Site at any time, with or without notice, for any reason including breach of these terms.

3. Privacy Policy

3.1 Information We Collect

Personal Information:

• Name and contact details (email, phone, address)
• Billing and delivery addresses
• Payment information (processed securely by payment providers)
• Order history and preferences
• Account credentials
• Communications with customer service

Automatically Collected Information:

• IP address and device information
• Browser type and version
• Pages visited and time spent on Site
• Referring website addresses
• Cookies and similar tracking technologies

3.2 How We Use Your Information

We use your personal information to:

• Process and fulfill your orders
• Communicate about your orders and deliveries
• Provide customer support
• Send marketing communications (with your consent)
• Improve our products and services
• Detect and prevent fraud
• Comply with legal obligations
• Personalize your shopping experience

3.3 Legal Basis for Processing (UK GDPR)

We process your data based on:

• Contract performance: To fulfill orders and provide services
• Consent: For marketing communications and non-essential cookies
• Legitimate interests: To improve our services, prevent fraud, and analyze website usage
• Legal obligation: To comply with tax, accounting, and other legal requirements

3.4 Cookies and Tracking Technologies

We use cookies to:

• Remember your preferences and shopping cart
• Analyze website traffic and usage patterns
• Deliver personalized advertising
• Improve website functionality

You can manage cookie preferences through your browser settings. Note that disabling cookies may affect website functionality.

3.5 Information Sharing

We may share your information with:

• Service providers: Payment processors, delivery companies, email service providers (under strict confidentiality agreements)
• Legal authorities: When required by law or to protect our rights
• Business transfers: In case of merger, acquisition, or sale of assets

We NEVER sell your personal information to third parties for marketing purposes.

3.6 Data Security

We implement appropriate technical and organizational measures to protect your data:

• Encrypted connections (SSL/TLS)
• Secure payment processing
• Access controls and authentication
• Regular security assessments
• Staff training on data protection

However, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security.

3.7 Your Rights

Under UK GDPR, you have the right to:

• Access: Request a copy of your personal data
• Rectification: Correct inaccurate or incomplete data
• Erasure: Request deletion of your data (subject to legal obligations)
• Restriction: Limit how we use your data
• Portability: Receive your data in a structured format
• Object: Opt out of direct marketing or processing based on legitimate interests
• Withdraw consent: Where processing is based on consent

To exercise these rights, contact us at the details provided below.

3.8 Data Retention

We retain your personal information for as long as necessary to:

• Fulfill the purposes outlined in this policy
• Comply with legal, tax, and accounting requirements (typically 6-7 years)
• Resolve disputes and enforce agreements

3.9 Marketing Communications

With your consent, we may send you:

• Promotional emails about products and special offers
• Newsletters with health and wellness information
• Surveys and feedback requests

You can unsubscribe at any time by clicking the "unsubscribe" link in emails or contacting us directly.

3.10 Children's Privacy

Our Site is not intended for children under 18. We do not knowingly collect information from minors. If you believe we have inadvertently collected such information, please contact us immediately.

3.11 International Transfers

Your information may be transferred to and processed in countries outside the UK. We ensure appropriate safeguards are in place through:

• Standard contractual clauses
• Adequacy decisions
• Other lawful transfer mechanisms

3.12 Changes to Privacy Policy

We may update this Privacy Policy periodically. We will notify you of significant changes via email or a prominent notice on our Site. Your continued use constitutes acceptance of changes.

3.13 Contact Information for Privacy Matters

4. Return and Refund Policy

4.1 Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

4.2 Standard Returns (Change of Mind)

You have the right to cancel your order within 14 days of receiving your products, for any reason.

Conditions for returns:

• Products must be unopened and in original packaging
• Products must be unused and in resaleable condition
• Security seals must remain intact
• You must notify us within 14 days of receipt
• Products must be returned within 14 days of cancellation notice

Non-returnable items:

• Products with broken seals (for hygiene and safety reasons)
• Products that have been opened or used
• Personalized or custom-made items
• Perishable goods
• Sale or clearance items (unless faulty)

4.3 Faulty or Damaged Products

If you receive a faulty, damaged, or incorrect product:

• Contact us within 48 hours of delivery
• Provide clear photographs showing the damage or fault
• Keep all original packaging and products
• Do not dispose of damaged items until we've assessed your claim

We will offer (at our discretion):

• A replacement product
• An exchange for a different product of equal value
• A full refund including original shipping costs

Please note: We do not accept returns based on subjective reasons such as "didn't like it," "didn't work for me," or claims about product effectiveness. Our supplements are food products and individual results may vary. We only accept returns for genuine manufacturing faults, damage in transit, or incorrect items sent.

4.4 How to Return Products

Step 1 - Contact Us:

• Email: returns@zenava.co.uk
• Include your order number and reason for return
• We will provide return instructions and authorization

Step 2 - Package Your Return:

• Use original packaging where possible
• Ensure products are securely packaged to prevent damage in transit
• Include a copy of your order confirmation or return authorization

Step 3 - Send Your Return:

• Use a tracked delivery service (we recommend signed-for delivery)
• Keep proof of postage until refund is processed
• For faulty items, we will provide a prepaid return label

4.5 Return Shipping Costs

• Change of mind returns: You pay return shipping (unless original delivery was free)
• Faulty/damaged items: We pay all return costs
• Wrong item sent: We pay all return costs

4.6 Refund Processing

Timeline:

• We will assess returns within 5-7 business days of receiving them back
• Once approved, refunds are processed within 14 days
• Refunds are issued to the original payment method
• Bank processing may take 3-5 additional business days

Refund amount for standard returns (change of mind):

• Product price only (if seal is unbroken and item is unopened)
• Excludes original delivery charges
• Excludes your return shipping costs

Refund amount for faulty/damaged items:

• Full product price
• Original delivery charge (if item is faulty or we made an error)
• Return shipping costs (where applicable)

Refund amount for refused/uncollected parcels:

• Product price only
• Minus all shipping costs (original outbound and return postage)
• Minus £5 administration fee

4.7 Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

1. Return the unwanted product following the standard returns process
2. Place a new order for the desired product
3. Once we process your return, you will receive a refund

4.8 Cancelled Orders

If you wish to cancel an order before dispatch:

• Contact us immediately at orders@zenava.co.uk
• If not yet dispatched, we will cancel and refund in full
• If already dispatched, standard returns process applies

4.9 Non-Delivery and Lost Parcels

If your order doesn't arrive:

• Check with household members or neighbors
• Check safe places (if you authorized safe place delivery)
• Allow full delivery timeframe before reporting (1-3 business days for UK 1st Class, 2-5 days for 2nd Class)
• Contact us with your order number

Lost or Undelivered Parcels:

We fulfill our obligation by dispatching your order via the selected postal service and providing Proof of Postage. Once dispatched:

• Risk of loss passes to the carrier (Royal Mail/courier)
• We will provide you with tracking information where available
• For lost parcels, we will assist you in making a claim with the postal service
• Replacement or refund is subject to the outcome of the postal service investigation

Incorrect Address Provided:

• If you provide an incorrect delivery address, we are not liable for non-delivery or loss
• Please verify your delivery address carefully before completing your order
• Re-delivery to a corrected address will incur additional shipping charges

4.10 Refused or Uncollected Parcels

If you refuse delivery or fail to collect a parcel from the post office/depot:

• The parcel will be returned to us
• We will notify you when the return is received
• We will refund the product cost only, minus all shipping costs (original delivery and return postage)
• An administration fee of £5 may apply for order processing
• If you wish to have the order re-sent, full shipping charges will apply again

Important: It is your responsibility to collect parcels within the collection period specified by the postal service.

4.11 Product Recalls

In the rare event of a product recall:

• We will contact you immediately via email
• Cease use of the product immediately
• Follow specific return instructions provided
• Full refund will be issued automatically
• All return costs will be covered by us

4.12 Contact for Returns Support

4.13 Disputed Returns

If we cannot accept your return because it doesn't meet our policy criteria:

• We will notify you with reasons
• We may return the product to you at your expense
• You may appeal the decision by providing additional information
• If unresolved, you may seek resolution through consumer dispute services