Refund policy
Return & Refund Policy
At Zalvo, we want you to love your purchase. If you're not completely satisfied, we're here to help.
60-Day Return Policy
We offer a 60-day return policy, which means you have 60 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.
- Free from excessive wear, misuse, or customer-caused damage.
- Returned in its original packaging whenever possible.
- Accompanied by proof of purchase (receipt or order confirmation).
To start a return, please contact us at:
Please note that returns sent without prior authorization will not be accepted.
Order Cancellations
Orders may be canceled within 12 hours of purchase.
After this period, orders may already be processed or shipped and therefore cannot be canceled.
Return Shipping
Customers are responsible for return shipping costs unless:
- The item arrives damaged.
- The item is defective.
- The wrong item was received.
For low-value items, we may offer a replacement or refund without requiring the item to be returned.
Original shipping costs are non-refundable.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival and contact us immediately if:
- Your item is damaged.
- Your item is defective.
- You received the wrong item.
We will evaluate the issue and provide an appropriate solution, which may include a replacement or full refund.
Please include photos or videos of the issue when contacting us.
Lost or Stolen Packages
zalvo is not responsible for packages that are lost or stolen after delivery has been confirmed by the shipping carrier.
An order is considered delivered when the shipping carrier marks the package as delivered to the address provided by the customer.
If you experience delivery issues, please contact the carrier directly. We will do our best to assist you.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods
- Custom or personalized products
- Personal care products
- Gift cards
- Sale or clearance items
- Hazardous materials, flammable liquids, or gases
If you have questions regarding your specific item, please contact us before placing your order.
Exchanges
The fastest way to exchange an item is to return the original item (if eligible). Once your return is approved, you may place a new order for the desired item.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within 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.
To qualify, the item must be:
- Unused.
- In its original condition.
- In its original packaging.
- Accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received your refund, please contact us at:
International Orders
We proudly ship worldwide.
Please note that international shipping times are estimates only and may vary depending on:
- Customs processing.
- Local postal services.
- Weather conditions.
- Carrier delays.
- Destination country.
Delivery times are not guaranteed, and delays caused by circumstances beyond our control are not grounds for refunds.
Customers are responsible for any customs duties, taxes, or import fees imposed by their local authorities.