Return & Refund Policy
Effective Date: July 19, 2026
At Zivaco, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, this Return & Refund Policy explains the conditions for returns, refunds, and the steps required to complete the process. Please read this policy carefully before requesting a return.
This policy applies to purchases made through the Zivaco website and is intended to provide a clear and transparent return process.
Return Eligibility
We accept returns for both defective and non-defective products, provided the return request meets the conditions outlined in this policy.
To be eligible for a return, the item must:
- Be returned within 30 days of the delivery date.
- Be returned with all original parts, accessories, and documentation, where applicable.
- Be securely packaged to help prevent damage during return shipping.
- Not be altered or modified after delivery in a way that affects its original condition.
All returned items are reviewed upon receipt to confirm that they meet the requirements of this policy. If additional information is required to complete the review, our customer support team may contact you before a final decision is made.
Return Window
You may request a return within 30 days from the date your order is delivered.
Return requests submitted after the 30-day return period may not be accepted.
How to Request a Return
To begin the return process, please contact our customer support team at support@zivaco.shop.
When submitting your request, please include:
- Your order number
- The reason for the return
- Photographs of the item if it is damaged, defective, or the incorrect product was received
Once your request has been reviewed, we will provide the appropriate return instructions.
Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return.
Customer Responsibility
Customers are responsible for the cost of return shipping when returning an item for reasons such as:
- The item is no longer wanted.
- The customer ordered the wrong product.
- The item does not meet personal expectations.
- Any other return that is not the result of a damaged, defective, or incorrect item.
Zivaco Responsibility
Zivaco will cover the cost of return shipping if the return is approved because:
- The item arrived damaged.
- The incorrect item was received.
- The product was defective upon delivery.
- The return is required due to an error made by Zivaco.
If you believe your return qualifies under the conditions above, please contact our customer support team before sending the item back. Once your request has been reviewed and approved, we will provide the appropriate return instructions.
Return Condition
Returned items should be packaged securely to help prevent damage during transit.
Please do not send a return without first contacting our customer support team and receiving return instructions, as this may delay the processing of your request.
Exchanges
At this time, Zivaco does not offer product exchanges.
If you require a different item, you may place a new order after your return has been completed, where applicable.
Restocking Fee
No restocking fee applies to eligible returns.
- Restocking Fee: £0
Inspection of Returned Items
After your returned item is received, it will be reviewed to confirm that it meets the conditions outlined in this policy.
If additional information is required during the review process, our customer support team may contact you.
Refunds
Once your return has been received and reviewed, we will notify you of the outcome of your refund request.
If approved, your refund will be issued to the original payment method used for the purchase.
Refund Processing Time
Approved refunds are generally processed within 10 business days after the returned item has been reviewed and the refund has been approved.
The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.
Late or Delayed Refunds
If you have not received your refund after the stated processing period, we recommend the following steps:
- Check your bank account again.
- Contact your bank or payment provider, as additional processing time may be required.
- If you still have not received your refund after completing these steps, please contact us at support@zivaco.shop for further assistance.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact our customer support team as soon as reasonably possible after delivery so that we can review your request and provide appropriate assistance.
To help us assess the issue, please provide your order number along with clear photographs of the item and, where applicable, the packaging.
Once your request has been reviewed, we will inform you of the outcome and provide the appropriate next steps in accordance with this Return & Refund Policy.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Orders that have already been processed or dispatched may no longer be eligible for cancellation. In such cases, you may request a return after delivery in accordance with this Return & Refund Policy.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us.
Business Name: Zivaco
Email: support@zivaco.shop
Business Address: 8 Middle Cl, Appleby-in-Westmorland CA16 6SD, United Kingdom
Business Days: Monday – Friday
Business Hours: 09:00 AM – 05:00 PM (GMT+1)
Chat Support: Available 24/7