Refund policy
Last Updated: September 6, 2026
Thank you for shopping with ZERAVEE.
We want every customer to be satisfied with their order. Because most ZERAVEE products are created using a print-on-demand production process, each item is produced specifically after an order is placed rather than being taken from traditional pre-made inventory.
For this reason, our return policy is different from that of a traditional clothing retailer.
This Return and Refund Policy explains when returns, replacements, exchanges, and refunds are available for orders placed directly through the ZERAVEE online store.
This policy applies to customers in the United States, European Union, and other countries worldwide, subject to any mandatory consumer rights that apply in your country.
1. Return Policy Summary
Damaged, defective, misprinted, or incorrect item
Accepted.
Please contact us within 30 days after delivery.
Depending on the issue, we may provide:
*A free replacement;
*A full or partial refund; or
*Another appropriate solution.
For verified production or fulfillment errors, there is no return shipping charge to the customer.
Wrong size or color ordered by the customer
Generally not eligible for a return, refund, or exchange, except where required by applicable consumer law.
Please review the product description and size chart carefully before placing your order.
Changed your mind / buyer's remorse
For customers outside jurisdictions where a statutory right of withdrawal applies, we generally do not accept change-of-mind returns because our products are made on demand.
Where applicable law gives you a mandatory right to cancel or return an eligible order, including certain purchases by European Union consumers, those legal rights will apply.
Lost package
Contact us no later than 30 days after the estimated delivery date so we can investigate the shipment.
Return method
Approved physical returns are accepted by mail only.
You must contact ZERAVEE before mailing a return. We will provide the appropriate instructions and return address where a physical return is required.
Restocking fee
No restocking fee is charged on approved returns.
Refund method
Approved refunds are normally issued to the original payment method used to place the order.
2. Damaged, Defective, Misprinted, or Incorrect Products
If your product arrives damaged, defective, misprinted, or materially different from what you ordered due to a production or fulfillment error, please contact ZERAVEE within 30 days after receiving the order.
Examples of qualifying problems may include:
*Damaged merchandise;
*Manufacturing defects;
*Incorrect printing;
*Major printing errors;
*Incorrect design placement;
*Incorrect product received;
*Incorrect product variant sent;
*Incorrect size sent when it differs from the size ordered;
*Missing items from the shipment; or
*Another verified production or fulfillment error.
We may request photographs or other evidence so that we can verify the problem.
After reviewing the claim, ZERAVEE may provide a free replacement, refund, or another appropriate resolution.
In many cases involving damaged, defective, or incorrectly produced products, you will not need to physically return the product.
Please do not mail the product to us unless we specifically instruct you to do so.
3. How to Report a Product Problem
To request assistance with an incorrect, damaged, defective, or misprinted item, contact us at:
Email: hello.zeravee@gmail.com
Please include:
1. Your full name;
2. Your ZERAVEE order number;
3. The email address used to place the order;
4. The name of the affected product;
5. A description of the problem;
6. Clear photographs showing the entire product;
7. Close-up photographs showing the defect, damage, or printing problem; and
8. A photograph of the shipping label or packaging if relevant.
If several items have the same problem, we may ask you to provide a photograph showing all affected items together.
Providing complete information helps us resolve your request faster.
4. 30-Day Quality Claim Period
Claims relating to products that arrive damaged, defective, misprinted, or incorrectly fulfilled should be submitted within 30 days after the product is delivered.
Please inspect your order as soon as possible after delivery.
If you discover a problem, contact us promptly rather than waiting until the end of the claim period.
This 30-day claim procedure does not limit any longer mandatory legal guarantee or consumer rights that may apply under the laws of your country.
5. Wrong Size or Wrong Color Selected by Customer
Most ZERAVEE products are made individually according to the product, size, color, and design selected when an order is placed.
For customers who do not have a mandatory statutory right of withdrawal, we generally cannot accept returns, exchanges, or refunds when:
*The customer selected the wrong size;
*The customer selected the wrong color;
*The customer selected the wrong product;
*The ordered item fits differently than expected but matches the size ordered; or
*The customer simply prefers another size, style, or color.
Please check the size chart and product information carefully before purchasing.
If ZERAVEE or our fulfillment partner sends a different size, color, design, or product from what you actually ordered, that is considered an incorrect order and is covered under our defective/incorrect product procedure.
6. Change of Mind / Buyer's Remorse
Because ZERAVEE products are generally manufactured on demand after your purchase is submitted, we do not generally accept returns or exchanges solely because you:
*Changed your mind;
*No longer want the product;
*Do not like the color you selected;
*Prefer another design;
*Prefer another size;
*Accidentally purchased the item; or
*No longer need the product.
This restriction applies except where applicable law gives you a mandatory cancellation or withdrawal right.
Your statutory consumer rights are not affected by this policy.
7. European Union Customers
If you are a consumer located in the European Union, additional mandatory consumer rights may apply to your purchase.
For eligible distance purchases, EU consumers generally have a statutory right to withdraw from the purchase within 14 days after receiving the goods, without having to provide a reason.
To exercise an applicable EU right of withdrawal, you must contact ZERAVEE within the applicable statutory period and clearly tell us that you wish to withdraw from the purchase.
Email: hello.zeravee@gmail.com
We will provide return instructions and the appropriate return address.
Return shipping for EU change-of-mind returns
Where you exercise a statutory withdrawal right for a non-defective product, you may be responsible for the direct cost of returning the product unless applicable law requires otherwise or ZERAVEE agrees to cover the cost.
Condition of returned merchandise
You may inspect or try on an eligible product to the extent reasonably necessary to determine its nature, characteristics, and fit.
However, if a product has been used or handled beyond what is reasonably necessary for inspection, we may be permitted by applicable law to reduce the refund to account for any diminished value.
Personalized or custom-made products
Applicable EU withdrawal rules contain exceptions for certain products that are made according to a customer's specifications or are clearly personalized.
Where a ZERAVEE product qualifies for such a legal exception, the statutory change-of-mind withdrawal right may not apply.
However, personalized or custom products that arrive damaged, defective, misprinted, or materially different from what was ordered remain covered by applicable consumer protection laws and our defective-product procedures.
Faulty products and EU legal rights
Nothing in this policy limits mandatory EU consumer rights relating to faulty goods or products that do not conform to what was advertised.
Where mandatory law provides a longer legal guarantee or additional remedies for faulty products, those rights remain available regardless of our standard 30-day quality claim procedure.
8. Customers Outside the European Union
For customers outside the European Union, our standard made-to-order policy applies unless the laws of your country, state, province, or territory provide additional mandatory consumer rights.
If applicable law gives you rights that cannot legally be excluded or limited by this policy, those rights will apply.
9. Return Authorization Is Required
Do not send a product back without contacting ZERAVEE first.
Returned merchandise must be authorized by our customer service team.
If a physical return is necessary, we will provide:
*Return instructions;
*The appropriate return address;
*Any required return reference information; and
*Information about who is responsible for return shipping.
The return address may differ depending on the product and where the order was fulfilled.
Do not automatically return an item to the address shown on the original package or shipping label.
Sending an unauthorized return to an incorrect address may delay or prevent us from processing your return.
10. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Damaged, defective, misprinted, or incorrect product
If we determine that the problem resulted from a verified production or fulfillment error, ZERAVEE will not require you to pay return shipping when a physical return is necessary.
In many qualifying cases, no physical return will be required.
Change-of-mind or statutory non-defective return
Where a non-defective return is accepted because applicable law gives you a withdrawal right, the customer is generally responsible for return shipping unless applicable law requires ZERAVEE to cover it.
Unauthorized returns
ZERAVEE is not responsible for return shipping charges or packages sent without authorization.
11. Refunds
Once your refund request has been reviewed and approved, we will notify you.
Approved refunds will normally be returned to the original payment method used for the purchase.
Where a physical return is required, we may need to receive and inspect the returned merchandise before completing the refund.
Our normal goal is to process an approved refund within 10 business days after approval or, where a physical return is required, after receiving and verifying the returned item.
Your bank, credit card issuer, payment provider, or financial institution may require additional time to post the refund to your account.
If more than 15 business days have passed after we confirm that a refund has been issued and you still have not received it, please contact us.
For customers exercising statutory rights, any shorter mandatory refund deadline required by applicable law will take priority over this standard processing timeline.
12. Original Shipping Charges
For a verified defective, damaged, incorrect, or misprinted order, any refund will be handled according to the circumstances of the claim and applicable law.
For an eligible statutory withdrawal by an EU consumer, required refunds of standard outbound delivery charges will be handled in accordance with applicable consumer law.
Additional charges resulting from a customer selecting a shipping method more expensive than our standard delivery option may not be refundable where applicable law permits.
13. Replacements
For qualifying production or fulfillment problems, we may offer a free replacement instead of a refund.
A replacement may be offered when:
*An item arrives damaged;
*An item has a manufacturing defect;
*The design is materially misprinted;
*The wrong product was sent;
*The wrong size or color was sent due to a fulfillment error; or
*Another verified production error occurred.
We may produce and ship the replacement without requiring the original item to be returned.
Replacement availability may depend on product availability.
If the original product is unavailable, we may offer an alternative solution or refund.
14. Exchanges
We generally do not offer direct exchanges for different sizes, colors, styles, or designs because ZERAVEE products are made on demand.
If you ordered the correct product but would prefer another size or color, you will normally need to place a new order.
If we sent you the wrong item, wrong size, or wrong color, please contact us because this is treated as a fulfillment error rather than a normal exchange.
Mandatory consumer rights that apply in your country remain unaffected.
15. Lost Packages
If your package has not arrived, first check:
*Your shipping confirmation;
*Your tracking information;
*Your delivery address;
*Your mailbox or safe delivery locations;
*Other members of your household;
*Your building reception or mailroom, if applicable; and
*Your local postal service or carrier.
If the package appears to have been lost in transit, contact ZERAVEE as soon as possible.
Lost-in-transit claims should be submitted no later than 30 days after the estimated delivery date.
After investigating the shipment, we may provide a replacement or refund if the shipment is confirmed to have been lost and the claim qualifies.
16. Tracking Shows Delivered but Package Is Missing
If tracking indicates that your package was delivered but you cannot find it:
1. Check around your delivery location;
2. Ask household members or neighbors;
3. Check with your building reception, concierge, or mailroom;
4. Allow a short period in case the carrier marked the package delivered early; and
5. Contact the shipping carrier using your tracking number.
Then contact ZERAVEE if the package is still missing.
Packages marked as delivered by the carrier are not automatically considered lost-in-transit claims. We will review the available tracking information and circumstances of the order.
Any mandatory consumer rights provided by applicable law remain unaffected.
17. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate delivery address during checkout.
If an order cannot be delivered because the customer provided:
*An incorrect street address;
*An incorrect postal or ZIP code;
*An incomplete address;
*A missing apartment or unit number;
*An incorrect recipient name where required; or
*Other inaccurate delivery information,
the package may be returned by the carrier.
If reshipment is possible, the customer may be responsible for the additional shipping cost.
Please contact us immediately if you notice an address error.
Once the package has shipped, we cannot guarantee that the address can be changed or that the carrier will be able to redirect the package.
18. Unclaimed or Refused Packages
If a customer refuses delivery, fails to collect a package, or does not respond to a carrier's delivery or customs notice, the shipment may be returned.
Additional shipping charges may apply if the customer asks us to reship an order that was:
*Unclaimed;
*Refused without a qualifying reason;
*Returned because of an incorrect address; or
*Returned because the customer failed to complete required delivery arrangements.
Refund eligibility will depend on the circumstances and applicable consumer law.
19. Customs and Import Issues
International customers are responsible for providing any information reasonably required by customs or the delivery carrier.
If a package is returned because the customer:
*Refuses to pay legally applicable import charges;
*Does not respond to customs;
*Refuses delivery; or
*Provides incomplete information required for customs clearance,
additional reshipping charges may apply.
Any rights you have under mandatory local consumer law remain unaffected.
20. Order Changes and Cancellations
ZERAVEE begins processing orders quickly because products are made on demand.
If you need to change or cancel an order, contact us immediately after placing the order.
We cannot guarantee that a cancellation or modification will be possible.
Once production or fulfillment has started, we may no longer be able to:
*Cancel the order;
*Change the product;
*Change the design;
*Change the size;
*Change the color; or
*Provide a refund for an accidental order.
If you need to change a shipping address, contact us immediately. Address changes cannot be guaranteed after an order has entered fulfillment or shipment.
Nothing in this section removes any cancellation or withdrawal right that cannot legally be excluded under applicable consumer law.
21. Sale and Discounted Products
Unless specifically stated otherwise, discounted and sale products follow the same defective-product policy described above.
If an approved refund is issued for an item purchased using a coupon, discount, or promotion, the refund will generally be based on the actual amount paid for the item, not its full regular retail price.
Mandatory consumer rights remain unaffected.
22. Refunds to the Original Payment Method
Refunds are normally issued to the original payment method.
Depending on your payment provider, the refund may take additional time to appear after we process it.
We generally cannot issue a refund to a different credit card, bank account, or payment account simply because the customer requests a different refund destination.
23. No Restocking Fee
ZERAVEE does not charge a restocking fee for approved returns.
Return shipping charges may still apply in situations described elsewhere in this policy, particularly for non-defective statutory change-of-mind returns where the customer is legally responsible for return postage.
24. Consumer Rights
This policy is intended to explain ZERAVEE's standard return and refund procedures.
It does not exclude, restrict, or replace any statutory consumer rights that cannot legally be waived.
If the consumer protection laws applicable to your purchase provide greater rights than this policy, those mandatory legal rights will apply.
25. Contact Us
If you have a question about a return, refund, replacement, damaged product, incorrect product, or lost shipment, please contact ZERAVEE before sending anything back.
ZERAVEE Customer Support
Email: hello.zeravee@gmail.com
Please include your order number when contacting us so that we can locate your purchase and assist you as quickly as possible.
We will provide return instructions and the correct return address when a physical return is required.