Refund policy
Refund Policy
At Zova Life, we want every customer to be completely satisfied with their purchase. If you're not happy for any reason, we're here to help. Please review the return scenarios and process below before reaching out.
Common Reasons for Returns and Solutions
Defects / Manufacturing Errors / Quality Issues
Solution: If your product arrives defective or with a manufacturing fault, we will send you a replacement free of charge. Please contact us within 5 days of receiving your order with photos of the issue.
Package Damaged on Arrival
Solution: Take clear photos of the damaged item on a flat surface where both the defect and the shipping label are visible. Send these along with a description to info@zovalife.shop within 5 days of receiving your order. We will send a replacement free of charge. If a second defect occurs, you will receive a full refund.
Wrong Item Received
Solution: Contact us immediately with your order number and a photo of the item received. We will arrange the correct item to be sent at no cost to you.
Does Not Fit / Wrong Variant Ordered
Solution: You may return or exchange the item, however return shipping costs are the customer's responsibility.
Changed Your Mind / No Longer Wanted
Solution: You may return the item within 30 days of receipt for a refund or exchange, however return shipping costs are the customer's responsibility.
Other
Solution: Contact us directly at info@zovalife.shop and we will work with you to find a resolution.
How to Return Your Order
If you need to return your order in whole or in part, follow these steps:
- Contact Us: Email info@zovalife.shop within 30 days of receiving your order. Include your order number and reason for the return.
- Approval & Return Address: Our team will confirm whether your return is accepted and provide you with the correct return address. Do not send items back without prior authorisation — unauthorised returns will not be accepted.
- Prepare Your Return: Securely repackage the item in its original packaging, including all accessories and components it arrived with.
- Send the Return: Ship the package to the approved address within 5 business days of receiving return authorisation. Share your tracking number with our team once dispatched.
- Refund Processing: Once we receive and inspect the returned item, we will process your refund within 10 business days to your original payment method.
Non-Returnable Items
The following items are not eligible for return:
- Items that are not in their original condition or that have been used, worn, or damaged after delivery.
- Perishable goods, custom or personalised products, and personal care items for hygiene reasons.
- Sale items and gift cards.
- Items returned to any address other than the one provided by our customer support team. Items sent to an unauthorised address will be classified as undelivered and will not be eligible for a refund.
Exchanges
The fastest way to receive a different item is to return the original (once accepted) and place a new order separately. Return shipping for exchanges is the customer's responsibility unless the exchange is due to a defect or error on our part.
European Union — 14-Day Cooling Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason and without justification. Items must be in the same condition as received — unused, with all original tags and packaging. Proof of purchase is required. Return shipping costs remain the customer's responsibility unless otherwise required by applicable law.
Product Guarantees and Warranties
Certain Zova Life products may be accompanied by specific guarantees, trial periods, or limited warranties. Where such terms are offered, they are stated on the applicable product page at the time of purchase and form part of the conditions for that specific product only. These guarantees are subject to the return and eligibility conditions set out in this policy and do not override the general terms above.
All products are otherwise sold as-is. Zova Life does not provide any implied warranty beyond what is explicitly stated on the relevant product page. Any warranty or guarantee stated per product does not cover damage resulting from misuse, accidental damage, unauthorised modification, normal wear and tear, or use of third-party accessories not approved by Zova Life. Use of unapproved accessories or modification of any product immediately voids any applicable product-specific guarantee.
Where a product-specific guarantee applies, the remedy is limited to a replacement of the same product or, where a replacement cannot be provided, a refund to the original payment method. Zova Life reserves the right to assess each claim individually and to determine the appropriate remedy at its discretion.
Refunds
Once we have received and inspected your returned item, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to pro