Refund policy

    At Zeravia, your satisfaction is our top priority. We understand that sometimes a product might not be exactly what you expected. That’s why we offer a transparent and straightforward 30-day return process for our customers in Canada.

    This policy applies to all orders placed on www.zeravia-shop.com and is designed to comply with Canadian Consumer Protection regulations and Google Merchant Center requirements.

    1. 30-Day Return Window

    You have 30 days from the date of physical delivery to initiate a return. To be eligible, your item must be in the same condition as received: unused, uninstalled, and in its original packaging with all tags included.

    2. Return Conditions & Proof of Purchase

    • Proof of Purchase: A receipt or order confirmation is strictly required.

    • Condition: Items showing signs of wear, installation, or missing original packaging may be rejected or subject to a partial refund at our discretion.

    • Exclusions: For hygiene and safety reasons, personalized goods, intimate items, or hazardous materials cannot be returned. These are clearly marked on the product pages.

    3. Return Shipping Costs

    • Defective, Damaged or Incorrect Items: If your item arrives damaged or we made a mistake, Zeravia covers 100% of the return shipping costs. Please contact support@zeravia-shop.com within 7 days of delivery with clear photos of the issue.

    • Change-of-Mind Returns: If you wish to return an item for personal reasons (e.g., "not what I expected" or "ordered wrong size"), the customer is responsible for the actual return shipping costs to our international processing centre.

    4. Fees

    • Restocking Fees: We do not charge any restocking fees ($0.00 CAD).

    • Admin Fees: No hidden administrative fees apply to your return.

    5. Refund Process

    Once your return is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.

    • Timeline: Approved refunds are issued to your original payment method within 7 business days.

    • Bank Processing: Depending on your financial institution, it may take an additional 3-5 business days for the credit to appear on your statement.

    6. Exchanges

    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. For guidance, contact us at support@zeravia-shop.com.