Refund & Return Policy

1. Change-of-Mind Returns

Under our voluntary return policy, you may request a return within 180 days of delivery.

Items returned because you changed your mind must be unused, unopened, and in their original packaging, with any hygiene seals intact. Please provide your order number or other proof of purchase.

These conditions apply to our voluntary policy and do not override mandatory consumer rights.

2. Beauty Products and Hygiene

For health and hygiene reasons, we do not accept voluntary change-of-mind returns of opened or used cosmetics, skincare products, or other personal care items.

Any statutory hygiene exception applies only where the law permits it—for example, to sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

This restriction does not remove your rights if a product is faulty, damaged, unsafe, or not as described.

3. How to Request a Return

Email support@zeluviora.com with:

• Your order number.

• The item you would like to return.

• Whether the item has been opened or used.

• A description of the issue, if applicable.

Photos may help us assess damage or an incorrect item, but we will work with you if you cannot provide them.

We will provide return instructions and the appropriate return address. Please contact us before sending a voluntary return. You do not need our approval to exercise a statutory right of withdrawal.

4. Return Shipping

For voluntary change-of-mind returns, [State who pays return shipping and any applicable charge].

For faulty, damaged, or incorrect items, we will arrange an appropriate remedy and cover necessary return costs where required by law.

Return address: [Full return address, country].

5. Damaged, Faulty, or Incorrect Items

Please inspect your order when it arrives and contact us promptly if something is wrong.

We will assess the issue and offer a repair, replacement, refund, or other remedy as required by applicable law. A delay in reporting an issue does not automatically remove your statutory rights.

6. Refunds

We will notify you after assessing your return. Approved voluntary refunds will be issued to the original payment method within [Number] business days. Your payment provider may require additional time to post the credit.

Original shipping charges for voluntary change-of-mind returns are [Refundable / non-refundable], except where a refund is required by law.

Statutory refunds will be processed within the applicable legal deadline.

7. Exchanges

To request an exchange, contact support@zeluviora.com. Availability and any applicable price difference will be confirmed before proceeding.

8. Statutory Cancellation Rights

Where applicable, including for eligible EU/EEA distance purchases, you may have a right to withdraw within 14 days of receiving your goods without giving a reason, subject to lawful exceptions.

You may exercise this right by emailing us a clear statement of your decision. Where this right applies, goods generally must be sent back within 14 days after notifying us.

We will refund payments as required by law, including eligible standard outbound delivery charges. Where permitted, we may withhold reimbursement until we receive the goods or evidence that they have been sent back.

You bear direct return costs only where this has been lawfully disclosed and we are not otherwise responsible for them.

Nothing in this policy limits your mandatory consumer rights.