Returns & Refunds
Return eligibility, return shipping responsibilities, exchanges, problem goods, refund timing and EU statutory withdrawal rights.
Change of mind / non-defective
Examples include no longer wanted, size preference, personal preference or other non-defective returns.
- Request within 14 calendar days after receipt.
- Customer pays return shipping.
- Item should be unused, unworn, unwashed, in original condition and with original tags where applicable.
Damaged / defective / incorrect / incomplete
If goods arrive damaged, defective, incorrect or incomplete, contact support promptly.
- Merchant pays the applicable return shipping cost.
- For an approved exchange, merchant also pays replacement shipping.
- Mandatory statutory rights remain fully available.
EU 14-day withdrawal right
Where EU distance-selling rules apply, consumers generally have 14 days from receipt to withdraw without giving a reason.
- Customer may bear the direct return cost when properly informed in advance.
- Standard original delivery cost is refunded where required by applicable law.
- Any premium delivery amount above the least expensive standard option may be excluded where the law permits.
- Contact support@zuryvan.com to register the return.
- Receive the applicable return instructions and return address.
- Send the goods back using the instructions provided.
- Once received, the returned goods are reviewed as necessary.
- An approved refund or exchange is processed in line with this policy and any mandatory legal deadline.
Return address
The registered business address is not automatically the return address. Do not send a return to Unit 201, 2nd Floor, Building 19, Courtyard 7, Pingxifu Middle Road, Beiqijia Town, Changping District Beijing Municipality Beijing 102209 China unless customer support specifically instructs you to do so. The applicable return address and steps are provided in the return instructions.
Return condition
For a normal change-of-mind return, goods may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These conditions do not restrict mandatory consumer rights. For EU statutory withdrawal, consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning; a reduction in value may be addressed where permitted by law if handling goes beyond that level.
Exchanges
Direct exchanges are supported.
- Normal exchange: for size preference, change of mind, personal preference or another non-defective reason, the customer pays both return shipping and replacement shipment cost.
- Merchant-responsibility exchange: for damaged, defective, incorrect or incomplete goods, the merchant pays applicable return shipping and replacement shipping.
No restocking fee applies.
Refund timeline and method
For approved refunds under the normal commercial return process, our internal processing target is within 7 business days after returned goods are received and the necessary review is completed. Banks, card issuers or payment providers may require additional time to display the refund.
This internal target does not extend, reduce or replace any mandatory statutory refund deadline. Approved refunds are generally returned to the original payment method.
EU statutory refund timing
For an applicable EU statutory withdrawal, the refund is handled within the mandatory statutory deadline. Where permitted by law, reimbursement may be withheld until the returned goods are received or the customer supplies evidence of having sent them back, according to the rule that applies first under the relevant law.
Exceptions where applicable
If products that are made-to-order, custom-made or clearly personalised are offered, they may fall within a statutory withdrawal exception where applicable law allows. Any such exception does not remove rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
Statutory rights
Nothing in this policy limits mandatory statutory consumer rights.