Refund policy
At Zivela, we want you to shop with confidence. Your satisfaction is important to us, and we are committed to providing a smooth and transparent return and refund experience for all customers across the United States.
Please read this Return & Refund Policy carefully before placing an order. By purchasing from our store, you agree to the terms outlined below.
This policy applies to all orders delivered within the United States.
30-Day Return Window
We offer a 30-day return policy from the date your order is delivered.
To qualify for a return, the item must meet the following conditions:
- Item must be unused, unworn, and unwashed
- Original tags must still be attached
- Product must be returned in its original packaging
- Proof of purchase or order confirmation must be provided
Returns that do not meet the eligibility conditions listed above may not qualify for a refund or exchange.
How to Start a Return
To request a return, please contact our customer support team before sending any item back.
Email: Support@Zivela.store
Once your request is reviewed and approved, we will provide return instructions and the correct return address.
Please do not send products back without prior authorization, as unauthorized returns may not be accepted or processed.
Damaged, Defective, or Incorrect Orders
We carefully inspect all orders before shipment. However, if your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos showing the problem
After reviewing the claim, we may offer:
- A replacement item
- An exchange
- A full or partial refund
depending on the situation.
Exchanges
We currently provide exchanges only for:
- Damaged items
- Defective products
- Incorrect items received
All exchanges are subject to product availability.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the return is due to:
- A damaged product
- A defective item
- An incorrect order shipped by us
In eligible cases, Zivela may provide a prepaid return shipping label at no additional cost.
No Restocking Fees
We do not charge any restocking fees for approved returns.
Refund Process
After we receive and inspect your returned item, we will notify you about the status of your refund.
If your refund is approved:
- Refunds will be issued to the original payment method used during checkout
- Processing time is typically 5–7 business days
- Most approved refunds are completed within 7 business days
Please note that your bank or payment provider may require additional time to post the refund to your account.
Non-Returnable Items
The following items are not eligible for return or refund:
Used, worn, washed, or damaged items caused by the customer
Products returned without original tags or packaging
Final sale, clearance, or non-returnable items clearly marked at purchase
Promotional Offers And Discount Codes
Discount codes and promotional offers must be applied during checkout.
Unfortunately, discounts cannot be added or adjusted after an order has been successfully placed.
Order Cancellations
Orders may only be canceled before they are processed or shipped. Once an order has been shipped, it can no longer be canceled and must follow our standard return process.
To request an order cancellation, please contact us as soon as possible.
Contact Information
If you have any questions regarding returns, refunds, or exchanges, our support team is here to help.
Business Mail: Support@zivela.store
Business Contact: +1 (214) 204 6800
Business Hours: 9:00 AM to 5:00 PM (Monday – Friday)
Business Address: 5900 Balcones Drive STE 100, Austin Texas 78731, United States