RETURN POLICY

Last updated: October 29, 2026

Contacting us to start a return

For an eligible change-of-mind return, contact service@zelvarab.com within 30 calendar days of receiving the item. Identify the purchase with its order number and describe the product and reason for return. Photographs can help explain a condition issue; they are not required for every ordinary return.

Once return instructions are supplied, dispatch the approved return within 14 calendar days unless we agree otherwise. A request made within the original window will not become invalid solely because our response is delayed.

Item condition and applicable exceptions

For a voluntary change-of-mind return, goods should be unused, unworn and complete, including tags, accessories and original packaging where reasonably available. Pack the item securely. Reasonable examination allowed by law does not automatically remove a statutory withdrawal right.

A lawful exclusion for personalized goods, perishables or unsealed hygiene-sensitive products applies to discretionary returns only where clearly disclosed before purchase. A discount alone does not remove return rights. Gift cards, if offered, follow their disclosed conditions and mandatory refund rules. None of these exclusions prevents remedies for damaged, defective, incorrect or materially misdescribed goods.

Return destination and postage costs

Please obtain the assigned destination before posting. Our registered business address is not the default return warehouse, and a parcel's sender address may not accept returns. Approved returns may need to be sent to China. Ask us before buying if you need an estimate of cross-border postage.

Customers pay change-of-mind return postage and any other lawful return-related charge disclosed before purchase. We recommend tracking and proof of posting. When goods arrive damaged, defective, incorrect or materially different from their description, we cover necessary remedy costs. If return is required, we will arrange a prepaid service or reasonable agreed postage reimbursement as appropriate.

A missing authorization reference does not eliminate statutory rights. We will reasonably help identify an otherwise valid return.

Problems with goods or delivery

Please report visible damage or a wrong item promptly, ideally within 7 calendar days, so evidence can be preserved. This is not a shorter legal claim deadline. We assess reasonable evidence and arrange an appropriate repair, replacement or refund as required.

For a missing parcel, contact support for a carrier investigation. We do not assign every transit risk to you at dispatch or dismiss nonreceipt solely because tracking says “Delivered”.

Processing an approved refund

There is no restocking fee. We issue an approved return refund to the original payment method within 5–10 business days after receiving and inspecting the return, unless an earlier legal deadline applies. Any lawful deduction must be explained and supported, such as documented diminished value where permitted. Deductions are not automatic.

Original outbound shipping is generally not refunded for discretionary change-of-mind returns unless required by law. When we are responsible for the issue, applicable delivery charges are reimbursed as required. Where statutory withdrawal covers an entire order, legally required basic outbound shipping is refunded; optional upgrades need not be reimbursed beyond that amount.

If no physical return is needed, the applicable period begins at the relevant cancellation or remedy confirmation. Payment providers may take additional time to display an issued refund. Ask for its reference if the provider's stated posting period has passed.

Changing your mind before dispatch or requesting an exchange

Cancellation before dispatch is accepted without a cancellation fee. Send your request promptly. An accepted pre-dispatch cancellation is refunded within 5–10 business days, with any shorter legal deadline taking priority. After dispatch, the return process and statutory cancellation rights remain available.

Contact us to discuss an exchange. A return and new order may be needed. Any additional charge requires your agreement.

This voluntary policy does not replace mandatory guarantees, withdrawal rights or more favorable legal deadlines and cost allocations. Any lawful limit on withholding a withdrawal refund pending return or proof of posting also applies.

Zelvarab is operated by Shanghai Tianhao Industrial Co., Ltd.

Registered business address: Room 101 (J), No. 12, Lane 1661, Jialuo Highway, Jiading District, Shanghai, China.

Email: service@zelvarab.com

Telephone: +852 6796 5731