Refund policy

At Zelvo Malta, we want you to love your purchase and enjoy a smooth, stress-free shopping experience. We understand that online shopping can sometimes be tricky, and we’re committed to providing top-notch service to ensure your satisfaction every time you shop with us.

Return Policy

You are entitled to return eligible products within 14 days of purchase under the following terms and conditions:

Eligibility for Returns or Exchanges

• The item must be unused and in its original packaging.
• There must be no visible signs of damage or wear.
• All original packaging and protective seals must remain intact.
• Any damage or tampering will void the Zelvo guarantee.
• Returns or exchanges are not accepted after 14 days from the purchase date.

Items That Cannot Be Returned

We cannot accept returns or provide refunds for used or opened items, once the product seal has been broken. This policy is in place to ensure the safety and well-being of all our customers.

We highly recommend reviewing the product details carefully and contacting our customer care team before purchasing if you have any questions about suitability.

Damaged or Defective Items

If your product arrives damaged or defective, please contact us at reachourbusiness@gmail.com within 48 hours of receiving your order.

• Include photos or videos showing the damage for verification.
• Once verified, we will issue a replacement or refund promptly.
• If damage is not reported within 48 hours, we may not be able to honor your claim.

Return Shipping

• You will be responsible for paying for your own return shipping costs.
• Our warehouse is based overseas, so returns will need to be shipped accordingly (details will be provided via email).
• For items valued over €25, we recommend using a trackable shipping service or shipping insurance
• We cannot guarantee that we will receive your returned item.

Refunds

• Once your return is received and inspected, you’ll be notified via email about the approval or rejection of your refund.
• Approved refunds will be processed to your original payment method.
• Please note that refunds are not available for orders that have already been shipped from our warehouse.

Late or Missing Refunds

• Refunds may take 2–3 working days to appear, depending on your bank or payment provider.
• If you haven’t received your refund after this timeframe, please email us at reachourbusiness@gmail.com and we’ll investigate promptly.

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a digital gift certificate will be emailed to you.

Feedback & Support

We love hearing from our customers! 💕
If you have any feedback, questions, or concerns, please email us at reachourbusiness@gmail.com.

We take your feedback seriously and are always striving to improve your experience with Zelvo Malta.