Return and Refund Policy

 

1. Return Policy

At Zervella, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible to request a return, subject to the conditions outlined in this policy.

To be eligible for a return, items should generally be unused, in their original packaging, and in good condition, unless the item arrives damaged, defective, or incorrect.

Please contact us before sending any item back. Returns sent without prior approval may not be processed.

To request a return, contact us at info@zervella.com with your order number and the reason for your request. Our team will provide further instructions.

2. Return Options

Depending on your situation and the availability of the product, the following options may be available:

Refund

If your return is approved, the refund will be issued to your original payment method. Processing times may vary depending on your payment provider and bank.

Exchange

You may request an exchange for another available size, color, or variant of the same product. Exchanges are subject to stock availability.

Store Credit

Where available, you may choose store credit instead of a refund. The amount and conditions will be confirmed before your return is processed.

3. Return Shipping Costs

Return shipping costs and any applicable fees will be communicated before your return is completed.

If an item arrives damaged, defective, or incorrect, please contact us at info@zervella.com so we can review the issue and explain the available resolution.

Any return fees or deductions will be applied only where permitted by applicable law and disclosed to you in advance.

4. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. The time it takes for the funds to appear in your account depends on your payment provider or bank.

Original shipping charges, return shipping charges, and any other deductions will be handled in accordance with applicable law and the terms communicated to you when your return is approved.

5. Non-Returnable Items

Certain items may not be eligible for return, subject to applicable consumer protection laws. These may include:

  • Items clearly marked as final sale before purchase

  • Products that have been used or damaged beyond what is necessary to inspect them

  • Items returned without their original packaging where the packaging is necessary to protect the product

  • Products that cannot legally be returned for hygiene or safety reasons once unsealed, where applicable law permits this restriction

This section does not affect any mandatory rights you may have if a product is faulty, damaged, incorrectly supplied, or not as described.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive an item that is damaged, defective, or different from what you ordered, contact us at info@zervella.com.

Please include your order number, a description of the issue, and photographs where possible. This helps us assess the situation and determine the appropriate next steps.

Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or another suitable resolution.

7. Product Warranty

Any manufacturer warranty that applies to a product will be subject to the manufacturer's terms and conditions.

Nothing in this policy limits any mandatory consumer rights or legal guarantees that apply to your purchase.

If you believe your product has a manufacturing defect, contact us at info@zervella.com with your order details and a description of the issue.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at info@zervella.com.

We cannot guarantee cancellation once an order has entered processing or has been shipped. If the order has already been dispatched, you may need to follow the return procedure described in this policy.

Your statutory cancellation and withdrawal rights, where applicable, remain unaffected.

9. Contact Information

If you have any questions about returns, refunds, exchanges, or damaged products, please contact us:

Store name: Zervella
Email: info@zervella.com