Refund policy

Last updated: 30 August 2026

If something is not right, we would rather sort it out than have you keep an item you do not want. Here is exactly how it works.

The short version

You have 30 days from delivery to start a return. The item needs to be unused and in its original packaging. You cover return postage unless the item arrived faulty, damaged or incorrect, in which case we cover everything. Refunds go back to your original payment method within 5 to 10 business days of us receiving the return.

Return window

30 days from the day your order is delivered. Start the return within that window by emailing us. The item does not need to have reached us by day 30, it just needs to be in motion.

Condition

To be refunded in full, an item must be:

  • unused and unwashed, in the condition you received it
  • in its original packaging, with any tags, inserts, labels or accessories included
  • not a non returnable item (see below)

Opening a box to look at something does not disqualify it. Using it, washing it, assembling furniture, or applying adhesive fittings to a wall does. Where an item can only be evaluated by taking it out of the box, take it out of the box, and keep the box.

If an item comes back visibly used or missing parts, we may refund a reduced amount reflecting the loss in value, and we will always tell you before we do.

How to start a return

Email hello@zelvivo.com with:

  1. your order number
  2. which item or items you are returning
  3. the reason, briefly
  4. photographs, if the item is faulty, damaged or the wrong thing

We will reply with a return address and instructions. Please do not send anything back before you have heard from us. Returns sent to the wrong address can be lost, and we cannot refund what does not reach us.

Who pays return postage

You do for a change of mind, a wrong choice of size or colour, or an item that simply did not suit the room. We recommend a tracked service, as you are responsible for the item until it reaches us.

We do if the item arrived faulty, damaged, or is not what you ordered. In that case you pay nothing at all, and we will either send a prepaid label or refund your postage on receipt.

We do not charge a restocking fee.

Faulty, damaged or wrong items

Email us within 7 days of delivery with photographs of the item and, where relevant, its packaging.

You choose: a replacement, or a full refund including the original shipping. We do not ask you to pay to return a mistake that was ours.

Please keep the packaging until the matter is resolved, as carriers often need it for a damage claim.

Natural variation is not a fault. Seagrass, rattan, bamboo, acacia and hand finished ceramics vary in tone, grain, weave and glaze from piece to piece, and we say so on the product pages. If a piece differs noticeably beyond that, send a photo and we will take a look.

Refunds

Once your return arrives we inspect it and email you the outcome, usually within 2 business days.

Approved refunds go back to your original payment method. Allow 5 to 10 business days for the money to appear, depending on your bank or card issuer. That part is out of our hands.

Refunds cover the price of the returned item. Original shipping is refunded only where the item was faulty, damaged, incorrect, or where you cancelled the whole order before dispatch.

Refund not showing up

Check your bank account again, then contact your card issuer, as posting times vary and some take several days after a refund is processed. If it has been more than 10 business days since we confirmed the refund, email us and we will send you the transaction reference.

Exchanges

The fastest route is to return the item for a refund and place a new order. That way you are not waiting for one parcel to arrive before the other is sent.

If you would rather do a straight exchange, email us and we will arrange it.

Items we cannot accept back

  • items returned more than 30 days after delivery
  • items that have been used, washed, or assembled
  • adhesive fittings that have been mounted to a wall
  • items missing their original packaging, tags or parts
  • items damaged after delivery through misuse, or through use contrary to the care instructions supplied
  • gift cards, where offered

Cancelling before dispatch

If your order has not shipped, email hello@zelvivo.com and we will cancel it and refund you in full, including shipping. Once a parcel is with the carrier we cannot recall it, and the ordinary return process above applies.

Your statutory rights

Nothing in this policy affects the rights you have under consumer law where you live. Where local law gives you a longer return window or stronger protection than this policy, that law applies.

Contact

Mason Hill, trading as ZELVIVO
Texas, United States
hello@zelvivo.com

Every question comes to us by email and we answer each one ourselves.