Return Policy

At Zynvela, we do our best to ensure you are satisfied with your purchase.

If a product does not meet your expectations, you can submit a return request to us within 14 days of receipt.

Return Period

You have 14 days from the date you received your order to submit a return request.

Returns sent without prior contact or outside the return period may be refused.

Conditions for Returns

An item is only eligible for return if:

the item is unused and unworn;
the item has not been washed;
the item is undamaged;
the item does not contain odors, stains, hairs, or signs of use;
all original labels are still attached;
the item is returned, if possible, in its original packaging;
the return request was submitted within 14 days of receipt.

Trying on clothing or shoes is permitted, as long as it is done carefully and exclusively indoors.

Items That Cannot Be Returned

Due to hygiene, safety, or the nature of the product, certain items cannot be returned, including:

underwear;
swimwear from which the hygiene strip has been removed;
earrings;
cosmetic products;
opened care products;
personalized or custom-made items;
gift cards;
items that are clearly used, worn, washed, or damaged.

Legal exceptions remain applicable.

Requesting a Return

Please send an email within 14 days of receipt to:

In your email, please include:

your full name;
your order number;
the item you wish to return;
the reason for the return;
clear photos if the item is damaged, defective, or incorrectly delivered.

After review, we will send you the return instructions and the correct return address.

Never send a return without prior instructions to an address on the package. This address may solely be a logistics or processing address. You can use the withdrawal form or clearly inform us via email that you wish to withdraw the order before sending a return.

Return Costs

The direct costs of the return shipment are borne by the customer, unless:

the wrong item was delivered;
the item was demonstrably received damaged;
the item was demonstrably defective upon receipt;
we have agreed otherwise with you in writing.

When an order has been delivered under DAP (Delivered At Place – Incoterms® 2020), any import VAT, customs duties, clearance costs, administration fees, or other import-related costs remain the responsibility of the customer.

We recommend sending the return with a trackable shipping method and retaining proof of shipment.

Zynvela is not responsible for return packages that are lost or damaged during return transit.

Unaccepted or Uncollected Packages

If a package is refused by the customer, not accepted, or not collected within the applicable period at a collection point, the package will automatically be returned.

Once the returned package has been received and processed by our supplier, the order will be refunded via the original payment method.

A restocking fee of 20% of the total order amount will be withheld from this refund. This fee is automatically deducted from the amount to be refunded and is intended to cover return processing, logistical handling, and administrative costs.

Wrong, Damaged, or Defective Item

If you have received a wrong, damaged, or defective item, please contact us as soon as possible.

Please include clear photos or videos showing the problem.

We will then assess the appropriate solution, for example:

replacement of the item;
refund;
another suitable solution.

Refund

After your return has been received and inspected, we will notify you whether the return has been approved.

Upon approval, the amount will be refunded via the original payment method.

Processing a refund can take up to 14 business days after the return has been received and approved.

After that, your bank or payment service provider may require additional processing time.

In case of a full withdrawal and return of the order, the original standard shipping costs will be refunded to the extent legally required. For a partial return, original shipping costs will not be refunded, unless otherwise stipulated by law.

Any import VAT, customs duties, clearance costs, administration fees, or other import-related costs paid by the customer will not be refunded by Zynvela. For any refund of import VAT or customs costs, the customer must contact the carrier, customs, or competent authority themselves.

Exchange

A direct exchange is not always possible.

If you want a different size, color, or version, it may be necessary to return the original item and place a new order.

Please contact us to discuss the available options.

Cancellation

Please contact us as soon as possible if you wish to cancel an order.

We can only guarantee a cancellation if the order has not yet been processed or shipped.

If the order has already been shipped, you must wait until you have received it and then follow the normal return procedure.

Contact

For questions about a return, please contact us via:

Zynvela
Email: info@zynvela.com