Return & Refund Policy
At Zyovel, we take immense pride in the exceptional quality and craftsmanship of our fragrances. If you need to return an item or report an issue, our policies and procedures are clearly outlined below.
1. Return Eligibility
- Timeframe: You have 3 days from the date of delivery to request a return.
- Condition: To be eligible for a return, the fragrance must be strictly unused, unopened, and in its original retail packaging, with the protective cellophane seal completely intact.
2. Non-Returnable Items
- Hygiene & Safety: Due to strict health, hygiene, and quality control standards, any opened, unsealed, or sprayed perfumes cannot be returned or exchanged under any circumstances.
- Final Sale Exclusions: Discovery sets, sample vials, personalized items, gift cards, and items purchased during promotional sales are considered final sale and are non-returnable.
3. Damaged, Missing, or Incorrect Orders
- Mandatory Unboxing Video: If your order arrives damaged, leaking, or if you receive the incorrect item, an uninterrupted unboxing video is strictly required. The video must clearly show the original sealed shipping box being opened and the exact condition of the items inside.
- Reporting: You must notify us and share the unboxing video within 48 hours of delivery. Claims for damaged, missing, or incorrect items submitted without a valid unboxing video will not be accepted.
4. The Refund Process
- Inspection: Once your return is received at our facility, our quality control team will inspect the item to verify it remains in its original, sealed condition.
- Processing: Upon approval, a refund will be initiated immediately to your original method of payment. Please allow 5-10 business days for the funds to reflect in your account, depending on your bank.
- Shipping Fees: Original shipping charges are strictly non-refundable.
5. Return Shipping
- Customer Responsibility: You are responsible for covering the shipping costs to return your item.
- Safe Transit: Because fragrances are delicate, we highly recommend securely packing the item and using a trackable shipping service. We are not responsible for returns that are lost or damaged in transit.
6. How to Initiate a Return
To request a return authorization or report an issue with your order, please contact our concierge team at concierge@zyovel.com. Please include your order number, the reason for the return, and your mandatory unboxing video (if applicable) in your email.
