Refund policy

Zendy Active Return and Refund Policy

Last updated: July 13, 2026

Zendy Active is operated by Zoomup Ventures OPC, a registered business in the Philippines.

In this Policy, “Zendy Active,” “we,” “us,” and “our” refer to Zoomup Ventures OPC, operating the Zendy Active brand.

We want every customer to shop with confidence. This Return and Refund Policy explains how returns, replacements, exchanges, refunds, and order cancellations are handled for purchases made directly through zendy.ph.

1. Scope of This Policy

This Policy applies to products purchased directly through zendy.ph.

For products purchased through an authorized retailer, event partner, social-commerce platform, or online marketplace, please submit your request through the seller or platform where the purchase was made. The seller’s or platform’s return process may apply first.

Nothing in this Policy excludes, restricts, or overrides any mandatory consumer right or remedy under applicable Philippine law. Where this Policy conflicts with applicable law, the law will prevail.

2. How to Submit a Request

To request a return, replacement, exchange, or refund, email us at:

info@zendy.ph

Use the subject line:

Return or Refund Request – Order [Your Order Number]

Please provide the following information:

  • Your full name and contact details
  • Your order number or other proof of purchase
  • The product and quantity concerned
  • A brief description of the issue
  • The date you discovered the issue
  • Your preferred resolution, such as a replacement, exchange, or refund
  • Clear photos of the product, product label, batch number, and shipping packaging, when available and relevant

An unboxing video is not required. However, we may request reasonable additional information needed to review and verify the claim.

Please keep the product, its original container, and any available packaging until we provide further instructions.

Do not send a product back before receiving return authorization from Zendy Active.

We aim to acknowledge requests within two business days and provide an initial decision or status update within seven calendar days after receiving the information reasonably needed to assess the request.

3. Seven-Day Satisfaction Guarantee

Zendy Active offers a voluntary 7-Day Satisfaction Guarantee for products purchased directly through zendy.ph.

If a product is not the right fit for you because of its feel, warming sensation, application experience, or personal preference, contact us within seven calendar days from the date of delivery shown by the courier or other delivery record.

To qualify under the Satisfaction Guarantee:

  • At least approximately 80% of the product must remain
  • The product must be returned in its original container
  • The original packaging should be included where reasonably available
  • The product must not have been contaminated, altered, deliberately damaged, or used contrary to the label instructions
  • The purchase must be reasonably verified as a direct purchase from zendy.ph

Once approved, you may choose one of the following:

  1. A one-time replacement or exchange, subject to product availability
  2. A refund of the amount actually paid for the returned product

For returns made solely under the Satisfaction Guarantee:

  • The customer is responsible for the return-delivery cost
  • The original delivery charge is not refundable
  • Any refund will be based on the product price actually paid after discounts or promotional adjustments

Because Zendy Active products are personal-care products, opened products that are not defective are accepted only under this Satisfaction Guarantee.

The Satisfaction Guarantee is an additional benefit and does not reduce your rights concerning defective, damaged, incorrect, or nonconforming products.

4. Damaged, Defective, Incorrect, Missing, or Lost Orders

Please contact Zendy Active promptly if:

  • A product arrives damaged, broken, or leaking
  • The bottle, pump, nozzle, sprayer, or another component does not function properly
  • You receive the wrong product or quantity
  • A product is expired upon delivery
  • A product materially differs from its description, label, or advertised characteristics
  • An item is missing from your parcel
  • A parcel is lost in transit without fault on your part

Reporting the issue within seven calendar days of delivery helps us investigate it quickly.

However, the seven-day Satisfaction Guarantee period does not eliminate any rights relating to hidden or later-discovered defects, applicable warranties, or remedies provided by law.

Depending on the nature of the issue and applicable legal requirements, an appropriate remedy may include:

  • Replacement of a defective component, such as a sprayer
  • Replacement of the entire product
  • Exchange for the correct product
  • A full or partial refund
  • Another remedy available under applicable law

For an approved claim caused by a product defect, shipping damage, fulfillment error, or loss without the customer’s fault, Zendy Active will cover the reasonable cost of returning the affected product and delivering an approved replacement.

If a product is leaking, unsafe to handle, or unsuitable for courier transport, do not return it until Zendy Active provides specific instructions.

We may waive the physical return and ask you to dispose of the product safely.

5. Situations Not Covered by the Satisfaction Guarantee

A voluntary return under the Satisfaction Guarantee may be declined when:

  • The request is made more than seven calendar days after delivery and is based only on change of mind or personal preference
  • Less than approximately 80% of the product remains
  • The product was damaged after delivery through misuse, mishandling, improper storage, contamination, or failure to follow label instructions
  • The product was altered or transferred to another container
  • The purchase cannot be reasonably verified as a direct purchase from zendy.ph
  • The issue resulted solely from an incorrect or incomplete delivery address provided by the customer
  • The customer refuses to provide information reasonably needed to verify the request

These limitations apply only to voluntary returns under the Satisfaction Guarantee.

They do not prevent a customer from pursuing a remedy required under applicable law.

Sale, discounted, bundled, and promotional products receive the same protection for defects, shipping damage, incorrect fulfillment, missing items, and other covered issues.

6. Returning an Approved Product

After approving a return, Zendy Active will provide:

  • A return authorization or reference number
  • The return address
  • Packaging and courier instructions
  • A prepaid return label or reimbursement instructions when Zendy Active is responsible for the return cost

Unless otherwise agreed, the product should be handed to the designated courier within seven calendar days after you receive our return instructions.

Please package the product securely to prevent leakage or additional damage during transit.

When arranging the return yourself, use a trackable delivery service and keep the receipt and tracking number until the claim has been completed.

Do not send parcels on a cash-on-delivery or freight-collect basis.

Returns sent without prior authorization may experience processing delays and may be returned to the sender.

7. Inspection, Exchanges, and Refunds

Returned products will be inspected after receipt.

Zendy Active will notify you by email when the return has been:

  • Approved
  • Rejected
  • Completed
  • Referred for additional information or verification

Approved refunds will normally be processed within seven business days after approval.

Refund Method

For prepaid orders, the refund will be issued to the original payment method whenever reasonably possible.

For cash-on-delivery orders, refunds may be issued through a mutually agreed bank transfer, e-wallet, or another available payment method.

We may request the information reasonably needed to complete the payment securely.

The time for a completed refund to appear in your account may depend on your bank, card issuer, e-wallet provider, or payment processor.

Refund Amount

Refunds are calculated using the amount actually paid for the affected product after discounts, vouchers, bundles, or promotional adjustments.

For a voluntary Satisfaction Guarantee return:

  • The original delivery charge is not refundable
  • The customer-paid return-delivery cost is not refundable

For an approved return caused by a defect, shipping damage, incorrect item, fulfillment error, missing item, or loss without the customer’s fault:

  • Zendy Active will cover the reasonable return cost
  • Any original standard delivery charge attributable to the affected product or order will be refunded where applicable

Free products, samples, and promotional gifts do not have a cash refund value.

If an approved exchange or replacement product is unavailable, Zendy Active will offer a refund instead of requiring the customer to wait indefinitely.

8. Bundle and Promotional Orders

If a product purchased as part of a bundle is returned under the Satisfaction Guarantee, the refund may be adjusted based on the promotional pricing applied to the order.

If returning one product causes the remaining order to no longer qualify for a bundle discount, free-shipping offer, free product, or promotional gift, the value of the lost promotion may be deducted from the refund where reasonable.

This does not apply when the return is caused by a defective, damaged, incorrect, missing, or nonconforming product.

9. Order Cancellations

To request an order cancellation, email info@zendy.ph immediately and include your order number.

An order may be cancelled and refunded if it has not yet been packed, handed to the courier, or otherwise dispatched.

Once an order has been dispatched, it can no longer be cancelled. However, it may qualify for return under the applicable sections of this Policy.

If Zendy Active cancels an order because a product is unavailable, payment cannot be confirmed, or the order cannot be fulfilled, any amount already paid for the cancelled item will be refunded in full.

10. Refused and Unclaimed Cash-on-Delivery Orders

Customers are responsible for providing complete and accurate delivery information and being available to receive their orders.

Repeated refusal of confirmed cash-on-delivery orders, failure to receive parcels without a valid reason, or repeated submission of false delivery information may result in:

  • Cancellation of future cash-on-delivery orders
  • Requirement for prepaid payment
  • Restrictions on future purchases from zendy.ph

This section does not apply when the parcel is damaged, incorrect, tampered with, or otherwise reasonably refused because of a fulfillment or courier issue.

11. Allergic Reactions, Irritation, or Discomfort

Customers should read the product label and usage instructions before use.

Stop using the product if you experience unexpected irritation, discomfort, or an adverse reaction.

Contact Zendy Active at info@zendy.ph and provide the following information when available:

  • The product name
  • The product batch number
  • The date and manner of use
  • A description of the reaction
  • Relevant photos

Zendy Active may request additional information to assess the concern and determine the appropriate next step.

This Policy does not replace professional medical advice. Seek appropriate medical attention when necessary.

12. Fraudulent or Abusive Claims

Zendy Active may request additional verification when there is a reasonable basis to suspect:

  • Fraud
  • Altered or misleading evidence
  • Repeated abuse of the Satisfaction Guarantee
  • Misrepresentation of a product’s condition
  • Claims involving products not purchased from Zendy Active
  • Attempts to obtain multiple refunds for the same order

A fraudulent or abusive claim may be declined.

This provision does not limit any legitimate consumer remedy available under applicable law.

13. Policy Updates

Zendy Active may update this Policy to reflect changes in products, procedures, business operations, or applicable laws.

The version presented when an order was placed will generally apply to that order, except where a later change:

  • Is required by law
  • Clarifies an existing term
  • Provides more favorable rights to the customer

14. Contact Information

For return, replacement, exchange, refund, or cancellation concerns, contact:

Zendy Active
Operated by Zoomup Ventures OPC
Email: info@zendy.ph
Website: zendy.ph

Please include your order number whenever possible so we can assist you efficiently.

For purposes of this Policy, “business days” means Monday through Friday, excluding Philippine public holidays.