Return & Refund Policy

 

📄 Return, Refund & Quality Liability Policy – Ziva & Zora

At Ziva & Zora, we operate under strict international e-commerce standards. By purchasing from our website, you (the buyer) explicitly enter into a binding agreement and accept the following terms, conditions, and return limitations.

1. Return Window & Strict Eligibility

You have exactly 30 days from the date of delivery (as confirmed by the carrier's tracking data) to request a return. After 30 days, all sales are final, and no refunds, exchanges, or disputes will be accepted under any circumstances.

To qualify for a return, items must meet the following mandatory criteria:

• The item must be completely unworn, unwashed, unaltered, and undamaged.

• All original tags, labels, packaging, and protective seals must be perfectly intact.

• A valid order confirmation from Ziva & Zora must be provided.

Exclusions: Due to hygiene regulations, all sales of underwear, swimwear, bodysuits, and cosmetics are strictly final. Items purchased with a discount of 40% or more, or during promotional clearance events, are classified as Final Sale and are entirely ineligible for return, refund, or exchange.

2. Material, Sizing, and Product Perception Disclaimer

By completing your purchase, you acknowledge and agree to the following terms regarding product specifications:

• Sizing and Fit: Detailed size charts are provided on every product page to guide your purchase. Variations in fit due to personal body shape or preference do not constitute a product defect. Sizing dissatisfaction is subject to our standard international return policy.

• Material and Fabric Perception: Descriptions of fabrics (including thickness, texture, weight, and feel) are subjective. Personal dissatisfaction with the material type or thickness (e.g., finding a fabric "too thin" or "different than expected") is not considered a manufacturing defect or a "product not as described" issue.

• Color Display: Due to variations in digital screens, monitor settings, and photographic lighting, the actual color of the product may vary slightly from the images shown online. These minor variations do not qualify as a defect or misrepresentation.

3. International Return Shipping & Financial Responsibility

Ziva & Zora utilizes a global logistics network with international manufacturing and assembly. Therefore, all authorized returns must be shipped exclusively to our central international fulfillment facility.

• Full Customer Liability: The customer is solely and fully responsible for all return shipping logistics and costs. This includes, but is not limited to, international postage fees, customs duties, import clearance taxes, and local brokerage fees. None of these expenses are reimbursable by Ziva & Zora.

• Tracking Confirmation: Returns must be shipped using a reliable international carrier with mandatory online tracking confirmation. Ziva & Zora is not liable for lost, delayed, or confiscated return packages. No refund will be issued unless the tracking status explicitly confirms successful delivery and signature at our international facility.

4. How to Legally Initiate a Return

Returns sent back to the address on the shipping label, or sent without prior written approval, are automatically rejected and destroyed. They do not qualify for a refund or dispute resolution.

To start a valid return process, you must strictly follow these steps:

1. Email our support department at info@zivazora.com within 14 days of delivery.

2. State your order number (#10XX) and provide a detailed reason for the return.

3. Our customer care team will review the request and issue the official international return address along with mandatory customs declaration forms.

4. Within 7 days of receiving the address, you must reply to our email with the valid tracking number and carrier link.

5. Refund Processing & Finality

Upon secure arrival and rigorous quality control inspection at our international facility, we will notify you of the approval or rejection of your return.

• Approved Returns: The refund will be issued strictly to the original payment method used at checkout. Please allow 5 to 10 business days for the funds to clear through your banking institution.

• Refused Returns: Items that fail inspection (signs of wear, washing, smell of perfume/detergent, missing tags) will be denied a refund and disposed of.

6. Damaged or Defective Items (Warranty Limitations)

Claims for genuinely defective, structurally damaged, or incorrectly shipped items must be submitted to info@zivazora.com within 48 hours of delivery.

• The email must contain clear, high-resolution photographic or video evidence of the defect alongside the shipping label.

• Normal wear and tear, loose threads that do not affect garment integrity, or issues caused by improper washing/handling are strictly excluded from our defect warranty.