Refund Policy
At ZOYAVAX, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we are happy to assist you with eligible returns, exchanges, or refunds in accordance with the policy below.
1. Return Window
Customers may request a return or exchange within 30 days of receiving their order. To be eligible:
- Items must be unworn, unused, and in original condition
- Original tags and packaging should be included whenever possible
- Proof of purchase or order confirmation may be required
2. Eligible Return Items
Most regular-priced clothing and fashion items may be returned or exchanged if they meet the eligibility requirements outlined above.
For hygiene and safety reasons, certain personal-use items may not be eligible for return unless they arrive damaged, defective, or incorrect, including:
- Underwear
- Swimwear
- Socks
- Final sale or clearance items
3. How to Start a Return
Contact our customer support team before sending any items back:
Email: service@zoyavax.com
Please include your order number, the item(s) you want to return or exchange, and a brief reason for the request. Items returned without prior authorization may not be accepted.
4. Refund Processing
Once your returned package is received and inspected, approved refunds will be processed to the original payment method within 7 business days.
Additional processing time may apply depending on your bank or payment provider.
5. Exchanges
If you would like a different size, color, or replacement item, exchanges may be arranged depending on product availability.
Please contact support before returning the original item.
6. Order Cancellation
Orders may be canceled within 24 hours after purchase if they have not yet entered processing or shipment preparation.
To request a cancellation, contact: service@zoyavax.com.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us as soon as possible after delivery and include photos when available.
Contacting us within 7 days after delivery is recommended.
We will work with you to provide an appropriate solution where applicable, including:
- Replacement item
- Exchange
- Store credit
- Refund
8. Return Shipping
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
We offer free standard shipping on orders over $70 within the United States. For orders below $70, a flat shipping fee of $8.80 will apply during checkout.
Shipping charges are non-refundable unless otherwise required by applicable law or in cases involving damaged, defective, or incorrect items.
For return shipments, we recommend using a trackable shipping service to help ensure safe delivery of returned items.
9. Non-Returnable Situations
Returns or refunds may not be accepted in the following situations:
- Items showing signs of wear, use, washing, or alteration
- Items returned without prior contact with customer support
- Items returned beyond the eligible return period
- Products excluded for hygiene or final-sale reasons
10. Customer Support
- Email: service@zoyavax.com
- Phone: +1 213-294-6563
- Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)