At Zarvea, customer satisfaction and accurate order fulfilment are
important to us. Please review the following policy before placing an order.
Eligible Claims
A return or replacement request will only be considered when:
- The customer receives an incorrect product.
- The delivered item is different from the product ordered.
- The product arrives damaged.
- An item is missing from the received order.
Claim Reporting Period
Customers must report an incorrect, damaged or missing product within
24 hours of receiving the parcel.
Claims submitted after the 24-hour reporting period may not be accepted.
Compulsory Unboxing Video
A clear and continuous unboxing video is compulsory for all claims
involving damaged products, incorrect products, missing items or
incomplete orders.
The unboxing video must:
- Begin before the parcel is opened.
- Clearly show the sealed parcel.
- Clearly show the shipping label.
- Show the complete opening process without cuts, edits or pauses.
- Clearly display the received product and the reported issue.
Claims submitted without a valid and complete unboxing video may not be
accepted.
Return Period
After a claim has been reviewed and approved by Zarvea, the customer must
return the product within 10 days.
Product Condition
Returned products must be:
- Unused
- Unworn
- Undamaged by the customer
- Returned in their original packaging
- Returned with all included parts and accessories
Return Delivery Charges
When Zarvea sends an incorrect product or a product that is verified as
damaged, Zarvea will cover:
- The return courier charges
- The replacement delivery charges
Change-of-Mind Returns
Returns or exchanges are not available when:
- The customer changes their mind.
- The customer no longer wants the product.
- The customer selected the wrong design, colour or variation.
- The product does not match a personal outfit, style or preference.
Earrings and Hygiene Policy
For hygiene reasons, earrings cannot be returned or exchanged because of
a change of mind.
Customer-Caused Damage
Returns, replacements or refunds will not be accepted for products damaged
because of:
- Water exposure
- Perfume, chemical or cosmetic contact
- Improper storage
- Rough or careless handling
- Scratching, bending or dropping
- Normal wear, ageing or fading
- Failure to follow jewellery care instructions
Refund or Replacement
After inspecting an approved return, Zarvea may provide an appropriate
replacement or another suitable resolution based on the circumstances,
inspection results and product availability.
Submitting a Claim
Send the following information to Zarvea:
- Customer name
- Order number
- Active phone number
- A detailed description of the issue
- Clear photographs of the product and issue
- A complete and continuous unboxing video