Refund & Returns Policy

Last updated: 14 July 2026

1. Overview

At Zaynvero, customer satisfaction is important to us. We sell digital products, including software licence keys, activation codes, digital gift cards, gaming products, prepaid codes, and other electronically delivered content.

Because digital products can be copied, revealed, redeemed, activated, or otherwise used immediately after delivery, they cannot be returned in the same manner as physical goods. Refund requests are therefore assessed under this policy, the product description, the applicable licence terms, and applicable Kenyan consumer-protection law.

Nothing in this policy excludes or limits any mandatory rights available to customers under applicable law, including the Consumer Protection Act, 2012 of Kenya.

2. Refund Request Period

Customers should submit refund requests within 30 calendar days from the date of purchase.

Submitting a request within this period does not automatically guarantee approval. Eligibility depends on whether the digital product has been displayed, downloaded, delivered, redeemed, activated, used, transferred, or otherwise made accessible to the customer.

3. Eligible Refund Situations

A refund, replacement, or store credit may be available where:

The digital code or licence key is invalid and cannot be activated after reasonable troubleshooting.
The code had already been redeemed before it was delivered to the customer.
The delivered product is materially different from the product ordered.
An incorrect product was delivered due to an error by Zaynvero.
A duplicate payment or duplicate order was processed unintentionally.
The order was cancelled before the code, key, download, or digital content was delivered or revealed.
The digital product is defective, unavailable, or not as described, subject to reasonable verification.
A refund is otherwise required under applicable consumer-protection law.

Depending on the circumstances, we may first offer technical assistance or a replacement code before approving a monetary refund.

4. Non-Refundable Digital Products

Except where a product is faulty, invalid, not as described, or a refund is required by law, a refund will normally not be available where:

The licence key, gift-card code, activation code, or other digital content has been displayed, revealed, delivered, downloaded, redeemed, activated, or used.
The customer purchased a product for the wrong platform, software edition, device, language, region, or country.
The customer’s device or account does not meet clearly stated compatibility requirements.
The customer no longer wants the product or changes their mind after delivery.
The customer has been banned, restricted, or suspended by a third-party platform or publisher.
The customer cannot use the product because of a third-party account, payment, regional, device, or security restriction that was disclosed before purchase.
The product was purchased during a sale or promotion and has already been delivered or revealed.
The problem results from incorrect installation, unsupported hardware, customer error, misuse, or failure to follow activation instructions.
The product has been transferred, resold, shared, or disclosed to another person.

5. Regional and Compatibility Requirements

Some digital products are restricted by country, region, platform, operating system, account type, language, currency, or publisher rules.

Customers are responsible for reviewing the product title, description, activation requirements, and regional restrictions before completing a purchase.

A product will not normally qualify for a refund solely because the customer purchased an incompatible or region-restricted product where the restriction was clearly disclosed before payment.

6. How to Request a Refund

To request a refund, replacement, or investigation, contact us at:

shopvistalabsltd@gmail.com

Please include:

Your full name.
Your order number.
The email address used for the order.
The product name.
A clear description of the issue.
Screenshots or error messages where applicable.
Any troubleshooting steps already completed.

Do not publicly share, publish, or send an unmasked product key or gift-card code unless specifically requested through an authorised support channel.

7. Verification and Troubleshooting

Before approving a refund, we may:

Confirm the delivery status of the code or digital product.
Check activation or redemption information with the supplier or publisher.
Request screenshots or relevant error messages.
Ask the customer to complete reasonable troubleshooting steps.
Verify whether the code has been activated, redeemed, or used.
Request information reasonably necessary to prevent fraud or unauthorised claims.

Failure to provide information reasonably required to investigate the claim may delay the review or prevent us from confirming eligibility.

8. Refund Decision

After reviewing the request, we will notify the customer whether the request has been approved, rejected, or whether additional information is required.

Where approved, we may provide one of the following remedies, depending on the circumstances:

A replacement code or licence key.
A full refund.
A partial refund.
Store credit, where accepted by the customer.

A replacement may be offered where it provides a reasonable and effective solution to an invalid or defective digital product.

9. Refund Processing

Approved monetary refunds will normally be returned to the original payment method.

We generally initiate approved refunds within 5–10 business days. The time required for the funds to appear depends on the payment processor, card issuer, bank, payment method, and currency-conversion process.

We are not responsible for delays caused by banks, card issuers, payment networks, or payment service providers after the refund has been submitted.

10. Late or Missing Refunds

If an approved refund has not appeared:

Confirm that sufficient processing time has passed.
Check the original payment account.
Contact the card issuer, bank, or payment provider.
Contact us with the order number and refund confirmation.

Email: shopvistalabsltd@gmail.com

11. Duplicate Orders and Payments

If you believe that you were charged more than once for the same order, contact us promptly.

After verification, an unintended duplicate payment or duplicate order may be refunded where the additional digital product has not been redeemed, activated, transferred, or used.

12. Unauthorised Transactions

If you believe that a transaction was made without your authorisation, contact your payment provider and notify us promptly.

We may request information needed to investigate the transaction, protect the account, and cooperate with payment providers or competent authorities.

13. Chargebacks and Payment Disputes

Customers are encouraged to contact our support team before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Submitting a knowingly false, misleading, or fraudulent refund or chargeback claim may result in account restriction and may be reported to the relevant payment provider or competent authority.

This section does not prevent a customer from exercising any lawful right to dispute a transaction.

14. Third-Party Platforms and Publishers

Digital products may be activated or redeemed through third-party platforms, software publishers, game publishers, or service providers.

Those third parties may apply their own account, activation, eligibility, regional, security, and usage rules. Zaynvero does not control third-party account suspensions, service outages, policy changes, or platform availability.

However, we will investigate claims that a product supplied by us was invalid, previously redeemed, defective, or materially different from its description.

15. Changes to This Policy

We may update this Refund & Returns Policy to reflect changes in law, payment requirements, supplier terms, products, or business operations.

The updated version will be published on this page with a revised “Last updated” date. The policy applicable at the time of purchase will generally govern the order, subject to mandatory legal rights.

16. Contact Information

For questions about refunds, replacements, digital delivery, or order problems, contact:

SHOPVISTA LABS LIMITED
Company Number: PVT-7LUXXD6X
The Oval Building
Ring Road Parklands
Westlands District
P.O. Box 1644, Sarit Centre
Nairobi, Kenya

Email: info@zaynvero.com
Telephone: +254 721 458 458
Website: https://zaynvero.com/