Refund policy
We want shopping to be easy for you at Zivela. We care about your satisfaction and strive to provide a hassle-free process for returns and refunds for all of our US customers.
Read the full Return & Refund Policy below before you place an order. Placing an order means that you agree with the terms described below.
The policy covers all orders shipped to the USA.
30-Day Return Period
At Zivela, we offer 30 days from delivery of your order to return the product.
To be eligible for a return, the product should meet the following criteria:
- Item should not be used, worn or washed
- Original labels should remain intact
- Product should be returned in the original packaging
- Order confirmation should be provided
- Items which do not meet the above-mentioned requirements may not be refunded or exchanged.
Steps To Initiate a Return
In order to initiate a return request, you should contact our customer service first before returning any products.
Email: support@zivela.store
After processing your request and giving our approval, we will give you the necessary guidelines to return the products as well as the return address.
Please note that if you return your products without our authorization, we might reject your return request.
Damaged, Defective or Incorrect Orders
We always examine all orders before shipping them out. Nonetheless, in case you receive damaged, defective or incorrect order, please notify us within 48 hours after delivery.
The following information will assist us in processing your request fast:
- Order number
- Description of the issue
- Photos showing the defect
Depending on the situation, we may:
- Provide you with another product
- Offering an exchange for the product
- Give you a refund
based on the condition of the product.
Exchanges
Currently, we only accept exchanges for:
- Damaged products
- Defective products
- Wrongly delivered products
Costs of Return Shipping
The costs associated with return shipping will be borne by the customer, except when returning a product due to the following:
- Damage to the item
- Defect in the product
- Wrong shipment made by us
In cases where a return is eligible, Zivela can offer a free return shipping label.
No Restocking Charges
No restocking charges will be levied on approved returns.
Process of Refunds
Once your return is received and inspected, we will inform you of the status of the refund.
For approved refunds, the refund will be made through the same payment method used while making the purchase.
- Processing time: 5-7 business days
- Most of the approved refunds take up to 7 business days
Kindly note that the additional time required by your bank/payment provider to credit the refund into your account may occur.
Non-Returnable Items
The following items cannot be returned or refunded:
- Used, worn, laundry damaged products
- Products without the original tags packaging
- Non-returnable products marked as such during the purchasing process
Promotional Offers And Discount Codes
The discount code promotional offer should be used at the time of checkout.
However, any changes or additions to the discount are not allowed once the order is placed successfully.
Order Cancellation
Order cancellations can be done only until the order gets processed and shipped. Orders that are shipped cannot be cancelled and will need to follow the regular return policy.
Please let us know if you wish to cancel your order.
Contact Details
If you need any information on returns, refund or exchanges, our support team will assist you.
Business Email: support@zivela.store
Business Phone Number: +1 (516) 3985268
Business Hours: 9:00 AM – 5:00 PM (Mon-Fri)
Business Address: 1861 Browning Street, Baldwin, New York 11510, United States