Return Policy

Last Updated: October 15, 2026

1. Returns at Zanvellaz

We understand that an online purchase may occasionally need to be returned.

This policy explains how returns are requested, which conditions apply to eligible merchandise, how return shipping is handled, and when refunds are issued.

It applies to purchases made through the Zanvellaz online store at https://www.zanvellaz.com.

The store is operated by Hangzhou Lanqi Network Technology Co., Ltd.

These terms do not limit consumer rights that cannot legally be excluded.

2. Time Allowed for Returns

Eligible products may be returned within 30 calendar days of delivery.

The return period normally begins on the date the order is recorded as delivered, subject to review where the delivery record is disputed.

Customers should contact support within this period to begin the return process.

Requests submitted after the return window may be declined unless applicable law requires otherwise.

3. Standard Return Requirements

For merchandise returned because of a change of mind or personal preference, the item should generally:

Remain unused and in its original condition.
Include originally supplied components and accessories.
Retain original tags where applicable.
Include packaging where reasonably possible.
Be accompanied by an order number or proof of purchase.
Show no damage caused by improper handling or misuse.

These requirements apply to ordinary preference-based returns and do not override rights relating to defective or misdescribed goods.

4. Items With Return Restrictions

Some merchandise may be excluded from preference-based returns where permitted by law and disclosed before purchase.

Examples may include:

Personalized or custom-manufactured products.
Items that have been significantly used or damaged after delivery.
Merchandise that cannot reasonably be returned in an acceptable hygienic condition.
Gift cards, if offered.
Other products expressly identified as non-returnable before purchase, where lawful.

A restriction on preference-based returns does not remove the customer's legal rights concerning faulty, incorrect, or materially misdescribed products.

5. Requesting a Return

Before sending any merchandise, contact:

service@zanvellaz.com

Include the following details:

The order number.
The item you would like to return.
The reason for your request.
Supporting photographs where relevant.

Our support team will review your request and provide return instructions.

Do not ship an item before receiving the appropriate return destination and instructions.

6. Return Destination

Returns must be sent to the designated return facility provided by our customer support team.

The return location may differ from the company's registered business address and may depend on the product or fulfillment arrangement.

Please do not send returns to the registered company address without explicit instructions.

If a return is approved, the applicable destination and shipping guidance will be provided before the customer is asked to dispatch the product.

7. Return Shipping Responsibilities

Preference-Based Returns

Where an eligible product is returned because of a change of mind, personal preference, or an unsuitable selection, the customer is generally responsible for the cost of return shipping.

Original outbound delivery charges may be non-refundable for preference-based returns, except where applicable law requires otherwise.

Faulty, Damaged, or Incorrect Merchandise

If a product is received damaged, defective, incorrect, or materially different from its description, Zanvellaz will review the concern and arrange an appropriate remedy.

Customers will not be required to pay additional return shipping costs for a qualifying issue attributable to the product or fulfillment.

The resolution may include a replacement, refund, an authorized return arrangement, or another remedy required by applicable law.

8. Reporting Product Problems

If your order arrives with damage, missing components, a defect, or an incorrect item, contact us as soon as reasonably possible.

Please include your order details and photographs where available.

Retain the product and packaging while the matter is being reviewed if doing so is safe and practical.

Our team will explain the available resolution options after examining the information.

9. Assessment of Returned Merchandise

A returned item may be inspected to determine whether it meets the applicable return conditions.

Inspection may involve checking the item's condition, completeness, and correspondence with the approved return request.

Where a preference-based return does not qualify, we will explain the decision and any available alternatives.

Inspection conditions will not be used to deny mandatory consumer remedies for defective or misdescribed products.

10. Refunds and Processing Times

When a refund is approved, it will generally be issued to the original payment method within 5–10 business days after the returned item has been received and inspected, or after another approved refund solution has been confirmed.

Payment providers or financial institutions may require additional time before funds appear in the customer's account.

Where applicable law requires a shorter refund period, that requirement will take precedence.

11. Refund Amounts

The amount refunded depends on the reason for the return and the applicable legal requirements.

For a preference-based return, the refund generally covers the qualifying merchandise amount, subject to lawful deductions and any applicable non-refundable outbound shipping charge.

For defective, damaged, incorrect, or materially misdescribed merchandise, the appropriate remedy will be determined in accordance with applicable consumer rights.

Any permissible deduction will be explained to the customer.

12. Exchanges and Replacements

If a customer prefers a different item or product option, our team may review whether an exchange is available.

Exchange availability depends on inventory and fulfillment arrangements.

Where a direct exchange is unavailable, the customer may be advised to return the eligible merchandise and place a separate order.

Replacement requests relating to damaged or defective merchandise will be reviewed independently.

13. Cancellations Before Dispatch

Customers may request cancellation before an order has shipped.

To request cancellation, email service@zanvellaz.com with the relevant order number.

If cancellation remains possible at the time the request is processed, we will confirm it and arrange the applicable refund.

Once a package has shipped, cancellation is generally unavailable, but an eligible item may be returned after delivery.

14. Unreceived Refunds

If you have received confirmation that a refund was issued but the funds have not appeared after the expected processing period, check with the original payment provider.

If assistance is still required, contact service@zanvellaz.com.

Include your order number and relevant refund information so that we can review the transaction status.