返金ポリシー

Return and Refund

1. Return Window

You may request a return within 30 calendar days from the date of delivery. The delivery date is based on the carrier’s first recorded delivery attempt. For packages delivered to a locker or pickup point, the date is based on the system’s first recorded deposit.

2. Valid Return Scenarios & Terms

We are happy to accept your request for return service in any of the following circumstances:

  • For a product that is completely unopened and in its original, sealed manufacturer packaging. You will be responsible for the return shipping cost.
  • For a product which has critical failures, manufacturing defects, or any functionality issues.
  • For a product which is severely damaged and rendered unusable upon delivery,  provided that you can submit such proof (officially issued by the carrier) to Zuvi.

3. Non-Returnable Situations

Zuvi is unable to provide return service under any of the following circumstances:

  1. The return request is submitted more than 30 calendar days after the recorded delivery date.
  2. Base or Dye product (whether included in a kit or purchased as a standalone item) that has been opened or its original factory seal is broken. If you suspect a manufacturing defect, please contact Zuvi support immediately while keeping the product in its original, unopened packaging.
  3. Promotional gifts, freebies, or non-sale items.
  4. Accessories (e.g., cables, manuals, or other kit-bundled components).
  5. The received return has missing accessories, cables, filaments, manuals, or any items which are included in the original package.
  6. The product’s condition has been altered in a way that affects its merchantability, such as tampered serial numbers, unauthorized modifications, or compromised hygiene.
  7. Upon inspection, the fault or damage is confirmed to be caused by factors other than product quality, including but not limited to: user-error damage (e.g., drops, liquid spills), or force majeure events (e.g., fire, flood).
  8.  A valid proof of purchase cannot be provided, or the provided documentation is suspected to be forged or altered.
  9. The product is shipped back without prior written authorization from Zuvi. In such cases, Zuvi assumes no liability for loss or damage during transit.
  10.  After a return is approved, the product fails to be shipped back within 14 calendar days (verified by carrier pickup scan), which will be considered an automatic forfeiture of the return right.

4. Refund Process

  1. Zuvi will inspect the returned item and process the refund request within 5 business days of receiving the return at our warehouse. Please monitor your email for notifications and ensure your contact information is up to date.
  2. Once approved, the refund will be issued to your original payment method within 7 business days. Please note that the original shipping charges and any associated shipping taxes are non-refundable.
  3. If a returned product does not meet the conditions specified in Section 1.3 (e.g., used, damaged, or missing parts), Zuvi may issue a partial refund to account for the loss in value. In cases of severe non-compliance, Zuvi reserves the right to reject the refund entirely.

 

 Replacement Policy

1. Replacement Window

You may request a replacement within 30 calendar days from the date of delivery. The delivery date is based on the carrier’s first recorded delivery attempt. For packages delivered to a locker or pickup point, the date is based on the system’s first recorded deposit.

2. Valid Replacement Scenarios & Terms

We are happy to accept your request for replacement service in any of the following circumstances:

  • For a product which has critical failures, manufacturing defects, or any functionality issues.
  • For a product which is severely damaged and rendered unusable upon delivery,  provided that you can submit such proof (officially issued by the carrier) to Zuvi.

3. Non-Replaceable Situations

Zuvi is unable to provide replacement service under any of the following circumstances:

  1. The replacement request is submitted more than 30 calendar days after the recorded delivery date.
  2. Base or Dye product (whether included in a kit or purchased as a standalone item) that has been opened or its original factory seal is broken. If you suspect a manufacturing defect, please contact Zuvi support immediately while keeping the product in its original, unopened packaging.
  3. The wrong color of dye was purchased.
  4. The returned product does not include the component that requires replacement, as specified by Zuvi.
  5. Upon inspection, the fault or damage is confirmed to be caused by factors other than product quality, including but not limited to: user-error damage (e.g., drops, liquid spills), or force majeure events (e.g., fire, flood).
  6. The product’s condition has been altered in a way that affects its merchantability, such as tampered serial numbers, unauthorized modifications, or hygiene issues.
  7. A valid proof of purchase cannot be provided, or the provided documentation is suspected to be forged or altered.
  8. The product is shipped back without prior written authorization from Zuvi. In such cases, Zuvi assumes no liability for loss or damage during transit.
  9. After a replacement is approved, the customer fails to ship the item back within 14 calendar days (verified by carrier pickup scan), which will be considered an automatic forfeiture of the replacement right.