Refund policy

Return & Refund Policy

At Ziva Beauty, we stand behind the quality of our products. Due to the nature of personal care and skincare goods, we do not accept returns or offer refunds for change of mind, change of preference, or if the product simply did not suit you. We encourage you to review all product details, ingredients, and descriptions carefully before purchasing.

When We Will Make It Right

We will offer a refund or replacement if:

  • Your item arrives damaged or defective
  • You received the wrong item
  • The product is materially different from how it was described on our website

To be eligible, you must contact us at care@zivabeauty.co within 5 days of receiving your order. Please include your order number, a clear description of the issue, and supporting photos where possible. Items reported outside this window may not be eligible for a remedy.

If your claim is approved, we will offer either a replacement or a full refund to your original payment method within 10 business days of approval. Please allow additional time for your bank or card provider to process and post the refund.

We may, at our discretion, require the item to be returned before processing a replacement or refund. Where a return of the item is required, Ziva Beauty will provide a prepaid return label for approved claims involving damaged, defective, or incorrect items. For all other approved claims, return shipping costs are the responsibility of the customer. 

Sale items are not eligible for change-of-mind refunds or exchanges, but remain subject to our remedies for damaged, defective, or incorrectly described products.

Non-Returnable Items

The following items cannot be returned or refunded under any circumstance:

  • Sale items
  • Gift cards
  • Items that have been used, opened, or are not in their original condition

Wrong Address or Unclaimed Parcels

We are not responsible for parcels that are undeliverable due to an incorrect address provided at checkout, or parcels that are unclaimed and returned to us. Re-shipping fees will apply in such cases.

Questions?

If you have any questions about your order or our policy, please reach out to us at care@zivabeauty.co — we're happy to help.

If you are unsatisfied with our decision, you may refer your complaint to the relevant consumer protection authority in your jurisdiction.