We want you to feel confident ordering from Zovya. If something is not right with your order, our support team will work with you to find an appropriate solution.
Please read the policy below before requesting a return, replacement, or refund.
You may contact us within 30 days of your order being delivered if you are not satisfied with your purchase.
Depending on the circumstances, we may offer:
- Product assistance
- A replacement
- Store credit
- A return for a refund
Change-of-mind and preference-based refunds require the products to be returned to us before a refund can be issued.
The 30-day satisfaction guarantee does not allow customers to keep the original products while also receiving a full refund, unless expressly agreed to by Zovya.
A change-of-mind return includes situations where:
- You no longer want the products
- The products were not what you personally expected
- You ordered the incorrect product, colour, size, or quantity
- You decide the products are not suitable for your intended use
- You would prefer a refund instead of keeping the products
To qualify for a change-of-mind return, you must contact us within 30 days of delivery.
Returned products must be:
- Unused and in their original condition
- Returned with all included pieces, accessories, and gifts
- Returned in their original packaging where reasonably possible
- Free from damage, marks, excessive wear, or signs of use
We reserve the right to decline a return or reduce the refund amount if the products are returned used, incomplete, damaged, or in a condition that prevents them from being resold.
Our returns facility is located in Auckland, New Zealand.
Customers returning an order due to a change of mind, personal preference, incorrect selection, or because the products did not meet their expectations are responsible for all return shipping costs.
For customers located outside New Zealand, this means the return may require international postage to New Zealand.
We do not currently provide prepaid return labels for change-of-mind or preference-based returns.
Original shipping charges, return shipping costs, customs charges, and other postage-related costs are non-refundable unless otherwise required by applicable consumer law.
We strongly recommend using a tracked return shipping service. Zovya cannot issue a refund for a return parcel that is lost in transit or cannot be confirmed as delivered to our returns facility.
Before sending anything back, please email support@shopzovya.com with:
- Your full name
- Your order number
- The reason for your return
- Photos of the products where requested
Our support team will confirm whether your return is eligible and provide the correct return address and instructions.
Please do not send products back without contacting us first. Unauthorised returns, or returns sent to an incorrect address, may not be accepted or refunded.
Once your return has been sent, please provide us with the return tracking number.
Refunds are processed only after the returned products have been delivered to our returns facility and inspected.
If your return is approved, the refund will be issued to the original payment method used for the order.
Please allow up to 48 hours after approval for us to process the refund. Your bank or payment provider may require additional time before the funds appear in your account.
Shipping charges, optional shipping protection, customs charges, duties, and return postage are not refundable unless otherwise required by applicable consumer law.
Please inspect your order when it arrives.
If your products arrive damaged, defective, or different from what you ordered, please contact support@shopzovya.com as soon as possible, preferably within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photos showing the affected products
- Photos of the packaging where relevant
Photos are required so we can assess the issue and determine the most appropriate resolution.
Depending on the circumstances, we may provide a replacement, refund, store credit, or another appropriate remedy.
Where we confirm that the products are genuinely damaged, defective, or incorrect, we will provide an appropriate resolution at no additional cost to the customer, in accordance with applicable consumer law.
Damage caused by misuse, accidental damage after delivery, improper storage, normal wear and tear, or failing to follow product care instructions is not considered a product defect.
Where a replacement is approved, it will normally be sent for the same product, size, and colour originally ordered, subject to availability.
Once a replacement has been processed or dispatched, it cannot be cancelled or converted into an immediate refund.
If you request a refund after a replacement has already been dispatched, you may be required to wait for the replacement to arrive and return the applicable products to our New Zealand returns facility before a refund can be considered.
Replacement shipments are not eligible for an additional replacement or refund solely because the customer has changed their mind after the replacement was processed.
This does not limit any rights that may apply where the replacement itself arrives damaged, defective, or incorrect.
If tracking shows that your package has been delivered but you cannot locate it, please:
- Check around the delivery address, mailbox, entrance, garage, and other safe locations
- Ask household members or neighbours whether they accepted the package
- Contact the local postal carrier using the tracking number
- Request delivery confirmation or proof of delivery from the carrier
Local postal carriers may have access to delivery scans, GPS information, driver notes, photographs, or other details that are not available to Zovya.
Where appropriate, we may also assist by reviewing the available tracking information or escalating the matter with our shipping partner.
An order being marked as delivered does not automatically qualify for a refund or replacement. Each case will be assessed based on the tracking information, carrier investigation, and surrounding circumstances.
Shipping time frames are estimates and may occasionally be affected by customs processing, carrier delays, local postal networks, weather, peak delivery periods, or other circumstances outside our direct control.
A shipping delay does not automatically mean that a parcel has been lost.
We are unable to issue a refund while an order remains actively in transit unless the parcel has been confirmed as lost or another resolution has been approved by our support team.
If a parcel experiences an unusually long delay, please contact us so we can review the tracking and investigate it with our shipping partner.
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Zovya is not responsible for delivery issues caused by:
- An incorrect or incomplete address
- An incorrect postcode or ZIP code
- Missing apartment, unit, or building details
- An incorrect recipient name
- Failure to collect a parcel
- Refusal of delivery
- Failure to respond to carrier delivery attempts
Please contact us immediately if you notice an error in your shipping information. We will try to update the address, but changes cannot be guaranteed once an order has been processed or dispatched.
If an order is returned to us because of incorrect information, failed delivery attempts, or failure to collect it, additional shipping charges may apply before it can be resent.
Orders are processed quickly, so cancellation or address-change requests cannot be guaranteed.
Please contact support@shopzovya.com as soon as possible after placing your order.
Once an order has been processed, packed, or dispatched, it cannot be cancelled. If you no longer want the order, you may request a return after it has been delivered, subject to this policy.
Unless otherwise stated, eligible sale and discounted products may be returned under the same conditions outlined in this policy.
Where a free gift was included as part of an order or promotional bundle, it must also be returned unused and in its original condition for a full refund to be issued.
If the free gift or part of a bundle is not returned, its value may be deducted from the refund.
Discount codes and promotional offers have no cash value and cannot be refunded separately.
For hygiene and safety reasons, certain products may not be eligible for return once opened, used, or shipped.
These may include:
- Skincare products
- Serums
- Personal-care products
- Other sealed hygiene-sensitive products
This exclusion does not apply where a product is genuinely damaged, defective, incorrect, or where a remedy is required under applicable consumer law.
Please contact support@shopzovya.com before returning any hygiene-sensitive product.
Customers are responsible for ensuring their return reaches our returns facility.
We cannot process a refund until the return has been received and identified.
If a return is sent without tracking and does not arrive, Zovya is not responsible for the loss and will be unable to issue a refund.
Please retain your postage receipt and tracking information until your refund has been completed.
Approved refunds will be issued only to the original payment method used when placing the order.
We cannot redirect a refund to a different card, bank account, or payment method.
If your original payment method is no longer active, please contact your bank or payment provider for assistance after the refund has been processed.
To keep this policy fair for all customers, we reserve the right to decline or limit returns, refunds, replacements, or store credit in cases involving suspected fraud, repeated policy abuse, false claims, altered evidence, excessive return activity, or misuse of promotional offers.
This does not affect any rights available to customers under applicable consumer law.
Nothing in this policy is intended to exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Where a product is faulty, not of acceptable quality, does not match its description, or otherwise fails to meet an applicable consumer guarantee, you may be entitled to an appropriate remedy.
For questions about a return, refund, replacement, or order issue, please contact:
support@shopzovya.com
Please include your order number so our support team can assist you as quickly as possible.