Return & Refund Policy

Last Updated: October 13, 2026

At zuvqio, we want customers to feel confident when shopping with us. We understand that an order may not always arrive as expected or that a product may not be suitable for your needs.

This policy explains how return requests are reviewed, what conditions may apply, and how eligible refunds, replacements, and order cancellations are managed.

For assistance with a purchase, please contact our customer service team at service@zuvqio.com.

1. Our 30-Day Return Window

Customers may request a return within 30 calendar days after receiving their order.

To begin a return, contact our customer support team during this period and provide your order details along with the reason for your request.

Returns are subject to the eligibility requirements outlined in this policy. Certain product categories or circumstances may require additional review.

Submitting a request within the return window does not automatically establish eligibility for every item.

Your statutory consumer rights remain unaffected by this policy.

2. Requirements for Returning Merchandise

For a standard return based on preference or a change of mind, merchandise must generally meet the following conditions:

• The item remains unused and in its original condition.

• Any original labels, tags, or protective seals remain intact where applicable.

• Included accessories and components are returned together.

• The product has not been modified, damaged, or improperly handled after delivery.

• The purchase can be identified through a valid order number or other acceptable proof of purchase.

If a product does not meet these requirements, we may be unable to accept a discretionary return.

Different rules may apply where an item is faulty, misdescribed, or otherwise covered by mandatory consumer protection laws.

3. Products That May Have Return Restrictions

Some merchandise may be subject to additional return conditions because of hygiene considerations, product characteristics, or the nature of the purchase.

Depending on the items offered, these categories may include:

• Personal care products that have been opened or used

• Items with broken hygiene or tamper-evident seals

• Customized or personalized merchandise

• Products that cannot reasonably be restored to a resalable condition

• Certain consumable or perishable goods

• Products expressly identified as non-returnable before purchase, where legally permitted

An item being sold at a promotional price does not automatically eliminate any return rights required by applicable law.

We encourage customers to review the relevant product information before placing an order.

4. Opened Products and Hygiene Considerations

For products that come into direct contact with the skin, body, or other sensitive areas, return eligibility may depend on the condition of the item and its packaging.

Where hygiene restrictions are legally permitted and disclosed, an opened or used product may not qualify for a standard change-of-mind return.

However, these restrictions do not remove any remedies available under applicable law for goods that are defective, incorrectly supplied, or not as described.

If you are uncertain whether a product qualifies for return, please contact our customer service team before shipping it.

5. When an Order Arrives Damaged or Incorrect

If your delivery contains a damaged item, a defective product, the wrong merchandise, or missing components, please notify our support team promptly after discovering the issue.

To help us review the situation, we may request:

• Your order number

• A description of the issue

• Photographs of the affected product

• Images of the shipping packaging

• A photograph of the shipping label, where relevant

• Details about any missing or incorrect components

Depending on the circumstances and applicable law, an appropriate remedy may include replacement, repair, refund, or another legally available resolution.

Please retain the merchandise and packaging until we have provided further instructions.

6. Beginning a Return Request

To request a return, send an email to service@zuvqio.com with your order information and a brief explanation of your request.

Our customer service team will assess the information and explain whether any additional details are necessary.

If a physical return is required, we will provide the relevant return instructions and destination.

Important: The company's registered business address is not necessarily a merchandise return facility. Do not send products to that address unless our support team specifically confirms that it is the correct destination.

7. Return Postage and Delivery Arrangements

Responsibility for return shipping depends on why the merchandise is being returned and the rights available under applicable law.

For a discretionary return involving a change of mind, customers may be responsible for the cost of shipping the merchandise back, where that condition was properly disclosed and is legally permitted.

For eligible returns involving defective, damaged, or incorrectly supplied goods, we will determine an appropriate return arrangement consistent with applicable consumer protection requirements.

If you are responsible for arranging the shipment, we recommend using a delivery service that provides tracking and keeping proof of postage.

Please follow the confirmed return instructions to avoid sending the parcel to an incorrect location.

8. Inspection and Return Decisions

Returned merchandise may be examined after it reaches the designated return location.

The review may consider the item's condition, included components, return reason, and whether the merchandise satisfies the applicable return requirements.

If additional information is needed, our customer service team may contact you.

Where a return qualifies for a refund or other remedy, we will proceed according to this policy and applicable law.

If a discretionary return does not meet the relevant conditions, we will explain the reason and any available next steps.

9. Refund Approval and Payment Processing

When an eligible refund is approved, we will arrange for the applicable amount to be returned through the original payment method, where possible.

Refund processing involves two separate stages:

Store Processing

We review the return or refund request, determine eligibility, and initiate any approved refund.

Payment Provider Processing

After a refund is initiated, your financial institution or payment provider may require additional time to credit the funds.

The timeframe can vary according to your payment method, provider procedures, and applicable law.

If you believe an approved refund has not reached your account, please contact us with your order number so we can review the available transaction information.

10. Circumstances Involving Partial Refunds

In some cases, a partial refund may be an appropriate resolution, depending on the circumstances and applicable legal requirements.

Examples may include:

• An agreed price adjustment for an item with a minor issue

• A refund for a missing component where the customer agrees to keep the remaining merchandise

• A mutually accepted resolution for an incomplete order

• A partial refund for an affected item within a larger purchase

Any applicable deduction or adjustment will be explained before the relevant resolution is finalized.

Partial refunds will not be used to limit remedies that customers are legally entitled to receive.

11. Replacements and Exchanges

If you receive an unsuitable, damaged, or incorrect item, please contact us to discuss the available options.

Exchanges may depend on product availability, the reason for the request, and the item's eligibility.

Where a direct exchange is unavailable, another suitable resolution may be offered.

For discretionary exchanges, additional shipping costs or price differences may apply if disclosed and accepted in advance.

Where a replacement is required by applicable law, we will follow the relevant legal obligations.

12. Canceling an Order Before Shipment

If you wish to cancel a purchase, please contact us as soon as possible after placing your order.

We will check whether the order has reached a stage at which cancellation can still be completed.

An order that has already entered fulfillment or been handed to a shipping carrier may no longer be eligible for cancellation before delivery.

In such circumstances, we will explain any applicable return options.

If an order is successfully canceled and payment has already been collected, the appropriate refund will be processed in accordance with the payment method and applicable law.

13. Undeliverable and Unclaimed Packages

Occasionally, a shipment may be returned by a carrier because it could not be delivered successfully.

Possible reasons include an incomplete address, repeated failed delivery attempts, refusal of delivery, or an unclaimed parcel.

If a package is returned, please contact our support team so we can investigate the circumstances.

Depending on the cause and applicable policy terms, a new shipment may involve additional delivery charges. Any proposed charges will be explained before a replacement delivery is arranged.

Refunds or other resolutions will be assessed according to the circumstances and applicable consumer rights.

14. Returns That Do Not Reach Their Destination

If you are arranging a return shipment, please keep the tracking number and proof of postage until the matter has been resolved.

If the return parcel is delayed or lost, notify the carrier and contact our team with the shipment information.

Responsibility for loss in transit will depend on the return arrangement, who selected or contracted with the carrier, and applicable law.

We will review the available evidence and explain the next steps.

15. Promotional Purchases and Multi-Item Offers

Orders made during promotions may involve pricing arrangements that affect the calculation of a discretionary refund.

For example, a promotional offer may apply only when a specified number of eligible items are purchased together.

If part of a promotional order is returned, the remaining purchase may need to be recalculated according to the terms clearly disclosed for that offer, where permitted by law.

Any adjustment will be evaluated according to the original promotional conditions and applicable consumer protection requirements.

Mandatory remedies for faulty or misdescribed merchandise are not removed by promotional pricing.

16. Items Purchased as Gifts

If an item was purchased as a gift, please contact us with the available order details before arranging a return.

Refunds are generally directed to the payment method used for the original purchase unless another legally permitted arrangement is agreed upon.

We may need to communicate with the original purchaser to verify the transaction or determine the appropriate refund arrangement.

Gift-related requests remain subject to the applicable return conditions and consumer rights.

17. Your Rights Under Applicable Law

Nothing in this Return & Refund Policy is intended to exclude, restrict, or override consumer rights that cannot legally be limited.

Depending on your location, you may have statutory rights concerning products that are defective, damaged, misdescribed, or otherwise nonconforming.

Where mandatory legal protections provide greater rights than our discretionary return terms, those legal requirements take precedence.

We will assess requests according to the relevant circumstances and applicable law.

18. Customer Service and Return Assistance

For questions about return eligibility, order cancellations, damaged items, exchanges, refunds, or other after-sales concerns, please contact us using the information below.

Store Brand: zuvqio

Operating Entity: Guangzhou Ruanmu Technology Co., Ltd.

Registered Address: Room N1612, Floors 1, 3, 4, 7 and 8, Building B, No. 1 Wushan Road, Tianhe District, Guangzhou, Guangdong, China

Customer Service Email: service@zuvqio.com

Customer Service Phone: 020-34233965

Phone Support Hours: 9:00 AM–6:00 PM PDT

When contacting us about an existing order, please provide your order number and the email address used at checkout.

For returns involving a product issue, including photographs and a clear description of the concern may help us evaluate your request.

We appreciate your decision to shop with zuvqio and will work to address eligible after-sales requests fairly and efficiently.