Politique de remboursement
Returns & Refunds
At ZAIVR, we want every order to arrive safely and match what you purchased. Nothing in this policy limits any mandatory consumer rights that apply in your country.
Damaged, Defective or Non-Conforming Items
If an item arrives damaged, defective, incorrect or otherwise not as described, please contact us as soon as reasonably possible. When possible, reporting visible transit damage within 48 hours helps us investigate quickly, but this request does not limit your legal rights.
Please include your order number and, where reasonably possible:
- photos of the item;
- photos of the original packaging and shipping label; and
- a short description of the issue.
Where required by applicable law, we will provide an appropriate remedy at no additional cost, which may include repair, replacement, a price reduction or a refund. We will provide return instructions if the item needs to be returned. Consumers in the European Union benefit from the applicable legal guarantee for goods that are defective or do not conform to the contract, including the minimum two-year legal guarantee where applicable.
EU/EEA 14-Day Right of Withdrawal
If you are a consumer in the European Union or European Economic Area, you may withdraw from an eligible online purchase within 14 days from the day you, or a person designated by you other than the carrier, receives the goods. To exercise this right, notify us through the Contact page before the 14-day period expires, clearly stating your decision to withdraw and including your order number.
After notifying us, you must send the goods back within 14 days using the return instructions we provide. Unless the item is faulty, incorrect or non-conforming, you are responsible for the direct cost of return shipping. Please package returns securely and retain proof of shipment.
Returned goods may be inspected. You may handle them only as necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value caused by handling beyond what would normally be permitted in a physical store.
For a valid full withdrawal, we will reimburse payments received for the returned goods, including the least expensive standard delivery option offered for the original order. We will issue the reimbursement without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever occurs first. Refunds are issued to the original payment method unless otherwise agreed.
Returns Outside the EU/EEA
For eligible change-of-mind returns outside the EU/EEA, contact us within 14 days of delivery. Items must be unused, undamaged and in their original condition. Unless required otherwise by applicable law, return shipping is the customer's responsibility and original shipping charges are not refundable.
Items Not Eligible for Change-of-Mind Returns
Used, washed, personalized or customer-damaged items are not eligible for change-of-mind returns, except where mandatory consumer law provides otherwise. These exclusions do not affect rights relating to defective, incorrect or non-conforming goods.
Delivery Problems and Lost Packages
Please contact us if an order has not arrived within the stated delivery window or if tracking indicates a delivery problem. We will investigate with the carrier or supplier and provide the remedy required by applicable law. For EU consumers, responsibility for the goods remains with ZAIVR until you, or a person designated by you other than the carrier, receives them.
How to Request a Return or Report a Problem
Use the form on our Contact page and include your order number, the reason for your request and any relevant supporting information. Do not send goods back before receiving return instructions.