Refund policy
Last updated: July 18, 2026
This Return & Refund Policy explains the conditions for requesting a return, exchange, or refund from ZELVOS. Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer law.
1. Return Window
You may request a voluntary return within 30 days after your order is delivered.
Return requests submitted after this 30-day period may not be accepted for change-of-mind returns. This time limit does not restrict any rights you may have for a faulty, unsafe, damaged, or misdescribed product under applicable consumer law.
2. Return Eligibility
To qualify for a voluntary return, including a return for change of mind, incorrect size selection, or personal preference, the item must be:
- Unworn, unused, and unwashed
- In the same condition in which it was received
- Returned with its original tags, packaging, accessories, and included materials
- Accompanied by proof of purchase or the applicable ZELVOS order number
Trying footwear on indoors on a clean surface is permitted. Items showing outdoor wear, visible use, stains, odors, washing, alteration, or customer-caused damage are not eligible for a voluntary return.
These voluntary return conditions do not replace or limit remedies that may be available for faulty, damaged, unsafe, or misdescribed products.
3. Non-Returnable Items
The following items are not eligible for a voluntary or change-of-mind return:
- Items that have been worn, used, washed, altered, or damaged after delivery
- Items missing original tags, packaging, accessories, or included materials
- Gift cards
- Items clearly marked as final sale or non-returnable before purchase
- Products identified on the product page as non-returnable for hygiene or safety reasons
These exclusions do not apply where a return, repair, replacement, refund, or other remedy is required under applicable consumer law, including when an item is faulty, unsafe, damaged on arrival, or materially different from its description.
4. How to Request a Return
Before sending an item back, email support@zelvosus.com and include:
- Your order number
- The email address used at checkout
- The item you want to return
- The reason for the return
- Photos when the item is damaged, defective, or incorrect
If the return is approved, we will provide return instructions and the appropriate return address.
Do not send a return without authorization. Items sent to an unapproved address may be delayed, refused, or unable to be processed.
5. Return Shipping Costs
For returns caused by a change of mind, personal preference, or an incorrect size selected by the customer, the customer is responsible for return shipping costs.
For a verified damaged, defective, or incorrect item, ZELVOS will provide an appropriate resolution and cover or reimburse reasonable return shipping costs when a return is required. Follow the return instructions provided by our support team and retain proof of any approved shipping expense.
Original shipping charges are not refundable for voluntary returns unless otherwise stated. They will be refunded when required by applicable law or when the return results from a verified ZELVOS error or a damaged, defective, or incorrect item.
When arranging your own return shipment, we recommend using a trackable shipping service and keeping the receipt. ZELVOS is not responsible for a return package that is lost before reaching the authorized return address.
6. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, defective, or incorrect, contact support@zelvosus.com as soon as possible, preferably within 7 days of delivery. Include your order number and clear photos of the item, packaging, and shipping label when relevant.
The suggested 7-day reporting period helps us investigate delivery issues promptly. It does not limit any rights or remedies available under applicable consumer law.
After reviewing the request, we will provide an appropriate remedy based on the circumstances, the seriousness of the problem, product availability, and applicable law. A remedy may include a repair, replacement, refund, or another agreed resolution.
7. Exchanges
Exchange availability depends on current inventory.
Email support@zelvosus.com to request a different size, color, or replacement item. In some cases, the fastest option may be to return the original item and place a new order for the preferred item.
An exchange is not reserved or guaranteed until confirmed by ZELVOS.
8. Return Inspection
Returned items are inspected after they arrive at the authorized return location.
A voluntary return may be declined if the item does not meet the eligibility conditions in this policy. We will contact you if there is an issue with the condition of the return.
Claims involving a faulty, damaged, unsafe, or misdescribed item will be assessed separately in accordance with applicable consumer law. Original packaging is not required where the law provides otherwise.
9. Refunds
After an eligible return has been received, inspected, and approved, the refund will be issued to the original payment method unless another method is agreed or required by applicable law.
We will notify you when the refund has been issued. Please allow approximately 5–10 business days after the refund is issued for the funds to appear. Processing time depends on your bank, card issuer, or payment provider and is outside ZELVOS's control.
ZELVOS cannot issue a refund to a different payment method unless agreed or required by applicable law.
10. Late or Missing Refunds
If an approved refund has not appeared:
- Check your bank or payment account again.
- Contact your card issuer or payment provider, as processing may still be pending.
- If the expected processing period has passed, email support@zelvosus.com.
11. Order Changes and Cancellations
Email support@zelvosus.com as soon as possible if you need to change or cancel an order.
We cannot guarantee changes or cancellations after an order has entered processing or has been shipped. If the order has already shipped, the applicable return process must be followed after delivery.
12. Contact
For return, exchange, or refund questions, email support@zelvosus.com.
Please include your order number whenever possible. You can contact us at any time, and most messages receive a response within 1–2 business days.