Refund policy
We have a 7-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@zoyva.store. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@zoyva.store.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 7 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@zoyva.store.
REFUND & CANCELLATION POLICY
Last updated: August 2026
At ZOYVA, our products are created through a print-on-demand process. Products are produced specifically after an order is placed. Because of this, cancellations, returns and refunds are subject to the conditions below.
1. ORDER CANCELLATION
If you need to cancel an order, contact us as soon as possible at:
An order may be cancelled only if it has not yet entered production or fulfillment.
Once production or fulfillment has started, cancellation may no longer be possible.
2. CHANGE OF MIND
Because our products are produced specifically for each order, we generally do not accept returns or refunds simply because a customer:
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Changed their mind
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No longer wants the product
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Does not like the design after ordering
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Does not like the colour after ordering
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Ordered the wrong size
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Ordered the wrong product
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Ordered the wrong quantity
Please review the product information, size chart, design, colour and quantity carefully before completing your purchase.
3. WRONG SIZE SELECTED
Customers are responsible for selecting the correct size.
Please check the size chart provided on the individual product page before ordering.
If a customer selects an incorrect size, the order may not be eligible for a return, exchange or refund.
4. DAMAGED OR DEFECTIVE PRODUCT
If you receive a product that is damaged, defective, misprinted or otherwise has a genuine manufacturing/fulfillment issue, contact us as soon as possible.
Email:
Please provide:
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Order number
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Clear photos of the product
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Clear photos/videos showing the issue
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Photos of the packaging where relevant
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Description of the issue
After reviewing the claim, we may provide an appropriate solution such as a replacement, refund or other resolution where applicable.
5. WRONG PRODUCT RECEIVED
If you receive a product that is different from what you ordered, contact us with your order number and clear photos/videos.
We will investigate the issue and, where the claim is verified, provide an appropriate resolution.
6. RETURN & EXCHANGE CONDITIONS
Do not send any product back without receiving instructions from ZOYVA.
If a return or exchange is approved, the product must meet the applicable return conditions communicated by our support team.
Products that have been washed, worn, altered, damaged after delivery or otherwise used may not qualify for return or exchange, except where required by applicable law.
7. RETURN SHIPPING COSTS
Where a return or exchange is requested because of a customer-related reason, including incorrect size selection or change of mind, the customer may be responsible for applicable return shipping, reshipping and other associated costs where permitted by applicable law.
Where an issue is caused by ZOYVA or its fulfillment partner, applicable costs will be handled according to the resolution provided and applicable law.
8. CASH ON DELIVERY & RTO
For COD orders, customers are expected to accept and pay for their order when delivery is attempted.
If a customer refuses a COD order without a valid reason or repeatedly fails to accept delivery, the order may be returned to the fulfillment/origin facility.
Any applicable shipping, return-to-origin or other charges resulting from such customer-initiated failure to accept delivery may be recoverable where permitted by applicable law.
Repeated COD refusals may result in COD being restricted or unavailable for future orders.
9. REFUND PROCESS
If a refund is approved, the refund will be processed using the applicable payment method or process communicated by ZOYVA.
The time taken for the refunded amount to appear in the customer's account may depend on the payment gateway, bank or financial institution.
For COD orders, if a refund is applicable, we may request the customer's bank/payment details through an appropriate and secure process.
10. PARTIAL REFUNDS
Where only part of an order is affected, ZOYVA may issue a refund or other resolution only for the affected product or portion of the order, as applicable.
11. NON-DELIVERY OR RETURN TO ORIGIN
If an order is returned because of an incorrect address, incomplete address, unavailable recipient, repeated failed delivery attempts or refusal to accept a COD order, the order may be subject to additional shipping or handling charges.
Any refund, if applicable, will be determined according to the circumstances and applicable law.
12. HOW TO REQUEST A REFUND OR EXCHANGE
Send your request to:
Please include:
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Order number
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Name used for the order
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Email/phone number used at checkout
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Reason for the request
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Clear photos/videos where relevant
Our team will review the request and contact you with the next steps.
13. IMPORTANT
Please do not return a product without prior approval and instructions from ZOYVA.
Nothing in this policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded under applicable law.
ZOYVA
WEAR YOUR VIBE.
Customer Support: support@zoyva.store