Refunds & Returns policy

Last updated: September 11, 2026

At ZUVIA, customer satisfaction is important to us. If you receive a product that is damaged, defective, incorrect, or significantly different from what was described, please contact us and we will do our best to resolve the issue.

1. Returns

We accept return requests for eligible products within 14 days of delivery.

To be eligible for a return, the product must generally:

Be unused and in its original condition.
Include the original packaging and accessories where applicable.
Not have been damaged through misuse, improper handling, or normal wear and tear.
Be accompanied by your order number or proof of purchase.

Certain products may not be eligible for return due to hygiene, safety, or other applicable restrictions.

2. Damaged or Defective Products

If your order arrives damaged or the product is defective, please contact us within 7 days of delivery.

Please provide:

Your order number.
A description of the issue.
Clear photographs or a video showing the damage or defect.
Photographs of the packaging if it was damaged during delivery.

We will review the information and, where appropriate, offer a replacement, refund, or another suitable resolution.

3. Incorrect Item

If you receive an item that is different from the product you ordered, please contact us within 7 days of delivery.

After reviewing your order, we may arrange a replacement or provide another appropriate resolution.

4. Change of Mind

If you simply change your mind about a purchase, a return may be accepted within 14 days of delivery, provided the product is unused, unopened where applicable, and in its original condition.

Return shipping costs for change-of-mind returns are generally the responsibility of the customer.

5. Refunds

Once your refund request has been approved, we will process the applicable refund to the original payment method used for the purchase.

Depending on your bank or payment provider, it may take additional business days for the refunded amount to appear in your account.

Shipping charges may be non-refundable unless the return is due to an error on our part, a defective product, or another circumstance where a refund of shipping charges is required.

6. Items Damaged After Delivery

ZUVIA is not responsible for damage caused after delivery through misuse, accidents, improper installation, unauthorized modifications, or failure to follow the product's instructions.

7. Return Shipping

If a return is approved because the wrong item was sent, the item arrived damaged, or the item is defective, ZUVIA may provide instructions regarding the return shipping process.

For approved change-of-mind returns, the customer may be responsible for return shipping costs.

Please do not send a product back without contacting us first. Unauthorised returns may not be accepted.

8. Refunds for Lost Orders

If an order is confirmed as lost by the shipping carrier, please contact us so we can investigate the shipment and determine the appropriate resolution.

A refund or replacement will not necessarily be issued solely because tracking information has not updated for a short period, as carrier tracking can sometimes experience delays.

9. How to Request a Refund or Return

To request a refund or return, please contact ZUVIA through our website's contact page.

Please include:

Order number:
Product name:
Reason for the request:
Photos/videos, where applicable:

Providing complete information helps us process your request more quickly.

10. Policy Changes

ZUVIA reserves the right to update or modify this Refund & Returns Policy when necessary. Any changes will be posted on this page with an updated "Last updated" date.