Refund policy
Zovella Return & Refund Policy
At Zovella, we take pride in offering thoughtfully selected clothing and dependable customer service. Please read this policy carefully before placing your order.
Order Modifications and Cancellations
If you need to change your shipping address, correct your order details or request a cancellation, please contact us as soon as possible after placing your order.
We will do our best to assist before your order has been processed or shipped.
Please note: Once an order has been processed or shipped, we cannot guarantee that it can be modified or cancelled.
Incorrectly Placed Orders
Customers are responsible for checking their selected products, colours, sizes, quantities and shipping information before completing checkout.
We are not required to provide a refund for an order placed incorrectly by the customer. However, if you contact us before the order has been processed or shipped, we will do our best to help correct it.
Change of Mind
Zovella offers change-of-mind returns on eligible products under our voluntary 30-Day Money-Back Guarantee.
To qualify, the product must be unworn, unwashed and returned in its original condition with all tags and packaging included.
Products showing signs of wear, washing, damage, staining, odour or alteration cannot be accepted for a change-of-mind return.
Product Condition and Hygiene
Zovella products cannot be accepted for a change-of-mind return if they have been:
- Worn beyond a brief indoor try-on
- Washed, dried or otherwise cleaned
- Marked, stained, damaged or altered
- Returned with missing or removed tags
- Exposed to smoke, strong odours, pets or other contaminants
- Returned without the original packaging
- Returned in a condition that is not suitable for resale
These requirements help ensure every customer receives a clean, unused product in its original condition.
This policy does not limit any rights you may have if your product is faulty, damaged, unsafe, incorrect or materially different from its description.
Sizing and Colour Selection
Customers are responsible for reviewing the available size information and selecting their preferred size and colour before completing checkout.
Screen settings, lighting and photography may cause minor differences between the colour displayed online and the physical product. These minor variations are not considered a defect.
If you select the wrong size or colour, the product may still qualify for a change-of-mind return provided it meets all return requirements outlined in this policy.
Shipping Delays
Delivery estimates are provided as a guide and are not guaranteed. Delays may occasionally occur due to postal networks, customs processing, weather events or other circumstances outside our reasonable control.
If your order has not arrived within 30 days of being placed, please contact us so we can investigate the shipment with the carrier.
If the parcel is confirmed as lost or cannot be delivered within a reasonable period, we will provide an appropriate resolution. Depending on the circumstances and applicable consumer law, this may include a replacement or refund.
Damaged, Defective or Incorrect Items
If your Zovella product arrives damaged, defective or different from what you ordered, please contact us within 7 days of delivery where reasonably possible.
Please provide:
- Your order number
- A clear description of the issue
- Photographs or video showing the product and packaging
- A photograph of the shipping label, if applicable
We may need to assess the product before approving a remedy. Depending on the issue and your rights under applicable consumer law, the resolution may include a repair, replacement, store credit or refund.
Do not dispose of the product or packaging until our support team has reviewed your claim.
30-Day Money-Back Guarantee
Zovella offers a voluntary 30-day money-back guarantee for eligible products. The 30-day period begins on the date your order is delivered.
To qualify, the product must be:
- Unworn beyond a brief indoor try-on
- Unwashed and unaltered
- Free from marks, stains, damage and odours
- Returned with all original tags attached
- Returned with its original packaging and included materials
- In its original, resalable condition
Please contact us before returning any product. Returns sent without prior approval may not be accepted.
Unless the product is faulty, damaged, incorrect or consumer law requires otherwise, the customer is responsible for return shipping costs. Original shipping charges are not refundable for change-of-mind returns.
Once the returned product has been received and inspected, any approved refund will be issued to the original payment method. Your bank or payment provider may require additional time to display the refund.
Products that have been worn, washed, altered, marked, damaged by the customer or returned without their original tags and packaging do not qualify for this voluntary guarantee.
Consumer Guarantees
Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot legally be excluded under applicable consumer law.
Our voluntary 30-day guarantee operates in addition to any rights you may have for products that are faulty, unsafe, not of acceptable quality, unfit for purpose or materially different from their description.
Contact Us
For questions about your order, a return or this policy, contact our support team at:
Please include your full name and order number so we can assist you efficiently.
Thank you for choosing Zovella.