Refund policy
Return and Refund Policy
At ZELAVY, we want you to be happy with your order. This policy explains how returns, cancellations and refunds are handled.
This policy does not affect any statutory consumer rights you may have under Belgian or European Union law.
14-Day Right of Withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from your online purchase within 14 days after receiving your order, without having to provide a reason.
If your order contains several items that are delivered separately, the 14-day period begins on the day you receive the final item from that order.
To exercise your right of withdrawal, you must contact us within this 14-day period.
Email us at:
After notifying us of your decision to withdraw, you must send the goods back without undue delay and no later than 14 days after notifying us.
Return Conditions
To be eligible for a return, the product should be returned in the condition in which you received it.
You may inspect the product in the same way that you reasonably could in a physical store.
Where applicable, products should be returned with:
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Original packaging
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Tags
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Accessories or components supplied with the product
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Your order number or another form of proof of purchase
If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to account for any resulting reduction in value where permitted by law.
How to Request a Return
Before sending anything back, contact us at:
Please include:
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Your full name
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Order number
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Product(s) you would like to return
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Reason for the return, if you wish to provide one
Once your request has been reviewed, we will provide you with return instructions and the appropriate return address.
Do not send products directly to CJdropshipping, our suppliers, or an address shown on the original parcel unless ZELAVY specifically instructs you to do so.
Returns sent without following the return instructions may cause delays in processing your refund.
Return Shipping Costs
For a standard change-of-mind return under the right of withdrawal, the direct cost of returning the product is your responsibility.
If the product you received is:
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Defective
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Damaged
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Incorrect
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Different from what you ordered
please contact us at hello@zelavy.com.
Where ZELAVY is responsible for the problem, we will provide an appropriate solution and cover reasonable return costs where required.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If you receive a damaged, defective or incorrect product, contact us as soon as possible at:
Please include:
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Your order number
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A description of the issue
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Clear photographs and/or video showing the problem
We will review your request and provide an appropriate solution in accordance with your applicable consumer rights.
Depending on the circumstances, this may include a replacement, refund or other appropriate remedy.
Hygiene and Non-Returnable Products
Certain products may be excluded from the statutory right of withdrawal where an exception is permitted by applicable law.
For example, this may include sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken.
ZELAVY will not automatically exclude a product from returns simply because it is a beauty or hair product.
Where a hygiene-related return restriction applies to a particular product, this will be communicated clearly before purchase.
Custom-made or personalised products may also be excluded from the right of withdrawal where permitted by law.
If you are unsure whether a product is eligible for return, contact us at hello@zelavy.com before sending it back.
Exchanges
ZELAVY does not currently offer direct exchanges.
If you would like another colour, size or product, you can return the original eligible item and place a new order separately.
Contact us at hello@zelavy.com if you need assistance.
Order Cancellations
If your order has not yet been fulfilled or shipped, contact us as soon as possible at:
We will try to cancel the order before fulfilment begins.
However, because orders may be forwarded to our fulfilment partner quickly, we cannot guarantee that a cancellation will still be possible once processing has started.
If your order has already been shipped, you can use the return procedure described in this policy after receiving the order.
Refunds
If you exercise your statutory right of withdrawal, we will reimburse the payments that must be refunded under applicable law, including the cost of our least expensive standard delivery option where required.
If you chose a more expensive or upgraded shipping method, we are not required to reimburse the additional cost above the price of our standard delivery option.
Refunds will be issued to the original payment method.
We may withhold reimbursement until:
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We have received the returned goods, or
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You provide evidence that the goods have been sent back,
whichever occurs first.
Where applicable, refunds will be processed without undue delay and in accordance with the time limits required by European consumer law.
Your bank, credit-card provider or payment provider may require additional processing time before the refunded amount appears in your account.
Products Purchased as Part of a Bundle
If a product was purchased as part of a ZELAVY bundle or promotional set, the refund amount may need to reflect the discount that was applied to the bundle.
If the complete bundle is returned, the eligible bundle purchase price will be refunded in accordance with this policy.
If only part of a bundle is returned, we will explain the applicable refund calculation before processing the return.
Contact
If you have any questions regarding returns, cancellations or refunds, contact:
ZELAVY
Email: hello@zelavy.com
Return address: Provided after your return request has been reviewed.
Website: zelavy.com