At ZEVQ, we are committed to providing you with unique, high-quality fashion pieces. Please review our policy carefully, as it governs how returns and refunds are handled, particularly concerning our bespoke and made-to-order collections.
1. Overview
We offer returns on eligible “Ready-to-Ship” items within 14 days of delivery. To be eligible for a return, your item must be unused, unworn, in the same condition that you received it, and in its original packaging with all tags attached.
2. Non-Returnable Items & Exceptions
Please note:
Made-to-Order Items: Since many of our items are custom-made or printed on demand specifically for your order, we are unable to accept returns or exchanges for these items unless they arrive damaged or defective.
EU Consumer Rights: In accordance with Article 16(c) and (e) of the Directive 2011/83/EU, the right of withdrawal (cooling-off period) does not apply to:
- Items made to your specifications or clearly personalized. (This includes all ZEVQ made-to-order garments).
- Sealed goods unsealed after delivery and unsuitable for return due to hygiene or health reasons. (This applies to items such as bodysuits, swimwear, or earrings if the hygiene seal has been broken).
3. Damaged or Defective Items
If you receive a defective or damaged item, please contact us immediately.
- Reporting Period: You must notify us within 48 hours of delivery.
- Proof: Please email us at [Your Support Email] with your order number and clear photos of the defect.
- Resolution: Upon verification, we will offer a free replacement or a full refund, including shipping costs.
4. Refunds (If Applicable)
Once your return is received and inspected:
- We will send you an email to notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within [Number, e.g., 5-10] business days.
- Note: Original shipping costs are non-refundable for non-defective returns.
5. Return Shipping
- Responsibility: You will be responsible for paying for your own shipping costs for returning your item.
- Tracking: For luxury items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
- International Returns: Please mark the package clearly as “RETURNED GOODS” to avoid customs charges. Any customs charges incurred by ZEVQ due to incorrect labeling will be deducted from your refund.