REFUND & RETURN POLICY
Last Updated: August 19, 2026
At ZELVIAE, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, eligible items may be returned in accordance with the terms outlined below.
This Refund & Return Policy explains our return eligibility requirements, return process, refunds, exchanges, damaged or incorrect products, and other important information regarding returns.
By placing an order with ZELVIAE, you acknowledge and agree to this policy, subject to any mandatory consumer rights that may apply under the laws of your country or region.
1. 30-DAY RETURN POLICY
ZELVIAE offers a 30-day return window for eligible purchases.
Customers may request a return within 30 days from the date the order was delivered.
If more than 30 days have passed since delivery, we may be unable to accept the return unless a longer period is required by applicable law.
To begin a return, please contact us at:
Please do not send a product back without first contacting our customer support team and receiving return instructions.
2. RETURN ELIGIBILITY
To be eligible for a return, the product should generally meet the following requirements:
- The return request is submitted within 30 days of delivery;
- The product is unworn;
- The product has not been used;
- The product is in its original condition;
- The product has not been washed, altered, repaired, or damaged by the customer;
- The product is free from stains, makeup, perfume, odors, pet hair, or other signs of use;
- Original tags and labels remain attached where applicable; and
- The product is returned in appropriate protective packaging.
For fashion products, we strongly recommend trying items on carefully without removing tags or causing any damage if you are uncertain about keeping the item.
3. PRODUCTS THAT MAY NOT BE ELIGIBLE FOR RETURN
Certain products or circumstances may not qualify for return where permitted by applicable law.
These may include:
- Items clearly identified as final sale;
- Personalized or customized products;
- Products that have been worn or used;
- Products that have been washed;
- Products that have been altered or repaired;
- Products damaged after delivery due to customer use;
- Products with significant stains, odors, makeup, perfume, or other signs of use; or
- Products returned outside the applicable return period.
If a product is marked as non-returnable or final sale on its product page, that restriction will be clearly communicated before purchase where applicable.
Nothing in this section is intended to limit mandatory consumer rights that cannot legally be excluded.
4. HOW TO REQUEST A RETURN
To start a return, contact our customer support team:
Email: support@zelviae.com
Please include the following information:
- Full name;
- Order number;
- Email address used for the purchase;
- Product(s) you wish to return;
- Reason for the return; and
- Photographs where necessary, particularly if the product is damaged, defective, or incorrect.
Our customer support team will review the request and provide the appropriate return instructions.
Important
Please do not send a return to our business address or any other address without receiving return instructions from ZELVIAE first.
Returns sent without authorization or without following the provided instructions may experience processing delays.
5. RETURN APPROVAL
Submitting a return request does not automatically guarantee that the return will be approved.
We will review the request based on:
- The date of delivery;
- The reason for return;
- The condition of the product;
- Whether the applicable return requirements have been satisfied; and
- Any applicable consumer protection requirements.
If the return is approved, we will provide instructions regarding where and how the product should be returned.
6. RETURN SHIPPING
Return shipping arrangements may depend on the reason for the return.
For example, different arrangements may apply when:
- You changed your mind;
- You selected the wrong size;
- You ordered the wrong item;
- The product arrived damaged;
- The product is defective; or
- We sent an incorrect product.
Our customer support team will explain the applicable return shipping arrangements when your return request is reviewed.
Where applicable law requires the seller to cover return shipping costs, we will comply with those requirements.
7. DAMAGED PRODUCTS
If your product arrives damaged, please contact us as soon as reasonably possible after delivery.
Please email:
with:
- Your order number;
- A description of the damage; and
- Clear photographs showing the product and, where possible, the packaging in which it arrived.
We may request additional information to help us investigate the issue.
After reviewing the information, we may offer an appropriate resolution, which may include:
- Replacement;
- Refund;
- Return; or
- Another appropriate solution.
The resolution will depend on the circumstances and applicable law.
8. INCORRECT PRODUCT
If you receive a product that is materially different from the product you ordered, please contact us as soon as reasonably possible.
Please provide:
- Order number;
- Description of the issue; and
- Photographs of the product received.
Contact:
We will review the issue and, where appropriate, arrange a return, replacement, refund, or other suitable resolution.
9. DEFECTIVE PRODUCTS
If you believe that a product has a manufacturing defect, please contact us at:
Please describe the issue and provide photographs or other relevant information where appropriate.
We will review the product issue and determine the appropriate resolution in accordance with our policies and applicable consumer protection laws.
A product showing normal wear and tear or damage caused by improper use, washing, alteration, or care may not qualify as a manufacturing defect.
10. REFUND PROCESS
Once an approved return has been received and inspected, we will determine whether the returned product satisfies the applicable return requirements.
If the return is approved, we will initiate the applicable refund.
Refunds are generally issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on:
- Payment method;
- Payment provider;
- Bank or financial institution; and
- Processing times outside our control.
We recommend allowing additional processing time after we initiate the refund.
11. REFUND FOR CANCELLED ORDERS
If an order is cancelled by ZELVIAE before shipment and payment has already been received, an appropriate refund will generally be issued to the original payment method.
If you wish to cancel an order, contact us as soon as possible at:
Cancellation requests cannot always be guaranteed because an order may already have entered processing or fulfillment.
12. PARTIAL REFUNDS
In certain circumstances, a partial refund may be appropriate.
This may apply where:
- Only part of an order is returned;
- A specific product issue has been agreed upon;
- A customer is entitled to a partial remedy under applicable law; or
- Another circumstance reasonably supports a partial refund.
Any applicable partial refund will be communicated to the customer before processing where reasonably possible.
13. EXCHANGES
We may offer exchanges for eligible products depending on product availability and the circumstances of the return.
If you would like to request an exchange, contact:
Please include your order number and the product you would like to exchange.
If the requested replacement item is unavailable, we may offer another appropriate solution, which may include a refund.
14. SIZE AND FIT
We encourage customers to carefully review the size guide and product measurements available on the relevant product page before placing an order.
If a customer selects an incorrect size, the item may still be eligible for return if it meets all applicable return conditions and the request is submitted within the 30-day return window.
Return shipping arrangements may apply according to the circumstances of the return and applicable law.
15. ITEMS RETURNED IN UNSUITABLE CONDITION
Returned products may be inspected after receipt.
If a returned product shows signs of:
- Wear;
- Washing;
- Damage;
- Staining;
- Makeup;
- Perfume or strong odors;
- Alteration;
- Missing applicable tags; or
- Other significant use,
the return may not qualify for a refund where permitted by applicable law.
If we determine that a returned product does not meet the applicable return requirements, we may contact the customer regarding the available options.
16. LATE RETURNS
Return requests must generally be submitted within 30 days of delivery.
Returns requested after the 30-day period may not be accepted unless a longer return period is required by applicable law.
If you believe exceptional circumstances prevented you from submitting a return request on time, you may contact:
We will review the circumstances where appropriate.
17. RETURNED PACKAGES
If a returned package does not reach us, is lost during return shipping, or is returned to the customer due to an incorrect return address or failure to follow the provided instructions, please contact us immediately.
We may request tracking information or other evidence of return shipment where appropriate.
18. REFUNDS AND SHIPPING CHARGES
Unless otherwise stated or required by applicable law, original shipping charges may not always be refundable for customer-initiated returns.
Where a product is confirmed to have been defective, damaged on arrival, or incorrectly supplied by ZELVIAE, we will review the applicable shipping and refund arrangements and provide an appropriate resolution in accordance with applicable law.
19. CUSTOMS, DUTIES, AND TAXES
For international orders, customs duties, import taxes, or other charges imposed by the destination country may apply.
The treatment of such charges may vary depending on the destination and applicable regulations.
Where applicable, customs duties, import taxes, or other charges may not be refundable by ZELVIAE unless required by applicable law.
20. CONSUMER RIGHTS
This policy is intended to provide a clear and convenient return process for ZELVIAE customers.
Nothing in this policy is intended to limit, exclude, or waive any mandatory consumer rights or legal remedies that apply to customers under the laws of their country or region.
Where applicable law provides a customer with rights beyond those described in this policy, those rights will continue to apply.
21. HOW TO CONTACT US
If you have any questions regarding returns, refunds, exchanges, damaged products, defective products, or any other issue related to your purchase, please contact us.
ZELVIAE
Website: zelviae.com
Email: support@zelviae.com
Business Address: 1111 6th Ave Ste 550, San Diego, CA, 92223, United States
Customer Support Hours:
Monday – Sunday
9:00 AM – 7:00 PM
When contacting us regarding a return or refund, please include your order number so that we can assist you as efficiently as possible.
IMPORTANT RETURN SUMMARY
For convenience, here are the key points:
Return window: 30 days from delivery
Product condition: Generally unworn, unused, and in original condition
Return request: support@zelviae.com
Refund method: Original payment method
Damaged/incorrect product: Contact customer support with order details and photographs
Unauthorized returns: Please contact us before sending any product back
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