Refund policy
RETURN & REFUND POLICY
At Zivy, we are committed to delivering high-quality products and ensuring customer satisfaction. Please read this policy carefully before placing an order.
RETURN REQUEST TIMELINE
Any issue related to damage, defect, or incorrect product must be reported within 7 days of receiving the order.
Requests raised after 7 days of delivery will not be eligible for return, refund, or replacement under any circumstances.
MANDATORY UNBOXING VIDEO REQUIREMENT
To qualify for any return, refund, or replacement, customers must record a clear unboxing video at the time of delivery.
The unboxing video must clearly show the sealed package before opening.
It must show the entire unboxing process without any cuts or edits.
It must clearly display the product and the issue, if any.
The unboxing video must be shared with us at contact@zivy.online.
Claims without a proper unboxing video will not be accepted.
VERIFICATION AND APPROVAL
All return requests and unboxing videos are carefully reviewed by our team.
Based on verification, customers will be informed whether the request qualifies for a return or refund.
Zivy’s decision after verification will be final and binding.
RETURN ELIGIBILITY CONDITIONS
The product must be unused, unworn, and in original condition.
Original packaging, tags, and proof of purchase must be intact.
Return requests must be approved before shipping the product back.
Products sent without prior approval will not be accepted.
RETURN SHIPPING TIMELINE
If your return request is approved, the product must be shipped back within 7 days of return approval.
Products sent after this period may be rejected.
Return shipping instructions will be shared after approval.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive a damaged, defective, or incorrect item, report the issue within 7 days of delivery.
Share the mandatory unboxing video.
Email complete details to contact@zivy.online.
Our team will review the case and guide you accordingly.
NATURAL STONE DISCLAIMER
Zivy jewelry is crafted using natural and semi-precious stones.
Natural stones may vary in color, shape, size, texture, and pattern.
These variations are natural characteristics and part of the uniqueness of each piece.
Such natural variations do not qualify as defects and are not eligible for return or refund.
NON-RETURNABLE ITEMS
Sale or discounted items are not eligible for return or refund.
Gift cards are not eligible for return or refund.
Customized or made-to-order products are not eligible for return or refund.
EXCHANGES
We do not offer direct exchanges.
If a return is approved, customers may place a new order separately for the desired product.
EUROPEAN UNION – 14-DAY COOLING-OFF PERIOD
For orders shipped to the European Union, customers have the right to cancel or return the order within 14 days of delivery, without providing a reason.
The product must be unused, unworn, and in original packaging.
Proof of purchase is required.
The unboxing video requirement still applies.
REFUNDS
Once the returned product is received and inspected, we will notify you regarding approval.
If approved, refunds will be processed within 30 days from the date the returned product is received at our store.
Refunds will be credited to the original payment method.
Banks or payment providers may take additional time to reflect the refund.
For refund-related queries, contact us at contact@zivy.online.
FINAL NOTES
Zivy reserves the right to accept or reject return requests after verification.
These policies are designed to ensure fairness, transparency, and protection against misuse.