Return Policy

At Zynvela, we do our best to make sure you're satisfied with your purchase.

If a product doesn't meet your expectations, you can submit a return request to us within 30 days of receiving it.

Return period

You have 30 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 returning items

An item is only eligible for return when:

• the item is unused and unworn;

• the item has not been washed;

• the item is undamaged;

• the item is free of odors, stains, hair, or signs of use;

• all original labels are still attached;

• the item is returned in its original packaging, as far as possible;

• the return request has been submitted within 30 days of receipt.

Trying on clothing or shoes is allowed, as long as this is done carefully and only indoors.

Items that cannot be returned

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

• underwear;

• swimwear with the hygiene strip removed;

• earrings;

• cosmetic products;

• opened personal care products;

• personalized or custom-made items;

• gift cards;

• items that are clearly used, worn, washed, or damaged.

Statutory exceptions continue to apply.

Requesting a return

Send an email within 30 days of receipt to:

Please include in your email:

• 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, you will receive return instructions and the correct return address from us.

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

Return costs

The direct costs of returning the item are borne by the customer, unless:

• the wrong item was delivered;

• the item was demonstrably damaged upon receipt;

• 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, administrative fees, or other import-related costs remain the responsibility of the customer.

We recommend sending the return using a trackable shipping method and keeping proof of shipment.

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

Undelivered or uncollected packages

If a package is refused by the customer, not accepted, or not collected from a pickup point within the applicable period, the package will be automatically 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 deducted from this refund. This fee is automatically subtracted from the amount to be refunded and is intended to cover return processing, logistics handling, and administrative costs.

Wrong, damaged, or defective item

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

Please include clear photos or videos showing the issue.

We will then assess which solution is appropriate, for example:

• replacement of the item;

• a refund;

• another suitable solution.

Refund

Once your return has been received and inspected, we will let you know whether the return has been approved.

If approved, the amount will be refunded via the original payment method.

Processing a refund can take up to 30 business days after the return has been received and approved.

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

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

Any import VAT, customs duties, clearance costs, administrative fees, or other import-related costs paid by the customer will not be refunded by Zynvela. For any reimbursement of import VAT or customs costs, the customer should contact the carrier, customs, or the relevant authority directly.

Exchanges

A direct exchange is not always possible.

If you would like 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.

Cancellations

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 will need to wait until you receive it and then follow the standard return procedure.

Contact

For questions about a return, you can contact us via:

Zynvela
Email: info@zynvela.com