Refund policy

Return and refund policy

 

We want you to feel confident shopping with Zivori. If you are not completely happy with your order, you may request a return within 14 days of receiving your item.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You will also need your order confirmation or proof of purchase.

To start a return, contact us at veloraonline385@gmail.com with your order number and reason for return. If your return is accepted, we will provide instructions on how and where to send your item. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or there has been an error with your order.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your item is damaged, faulty or incorrect, contact us at veloraonline385@gmail.com within 48 hours of delivery and include clear photos of the item, packaging and order details. We will review the issue and work to make it right.

Non-returnable items

For hygiene reasons, we cannot accept returns on used, opened or worn personal-care and beauty accessories, including hair accessories, scalp brushes, hair wraps and pillowcases, unless the item is faulty, damaged or incorrect.

We also cannot accept returns on gift cards or items that have been damaged after delivery due to misuse, wear, washing, or improper care.

Exchanges

We do not currently offer direct exchanges. The fastest way to get a different item is to return the original item if eligible, and then place a new order.

Cancellations

If you need to cancel an order, please contact us as soon as possible at veloraonline385@gmail.com. We cannot guarantee cancellation once an order has started processing or has been sent to the supplier for fulfilment.

European Union 14-day cooling-off period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. As above, the item must be unused, in the same condition that you received it, and in its original packaging.

Refunds

Once we receive and inspect your return, we will let you know whether the refund has been approved. If approved, your refund will be issued to your original payment method.

Please allow up to 10 business days for your bank or payment provider to process the refund after it has been approved. If more than 15 business days have passed since your refund was approved, contact us at veloraonline385@gmail.com.

This policy does not affect your statutory rights.