Return, Replacement & Refund Policy
Last Updated: August 2026
At Zeriva Store, most of our products are custom-made or prepared specifically for individual orders. Therefore, we generally do not accept returns for change of mind, personal preference, size/color selection errors made by the customer, or other reasons unrelated to an incorrect or damaged product.
Please read the following policy carefully before placing your order.
1. Unboxing Video Required
Customers are required to make a clear, continuous, and unedited video recording while opening the package.
The video should clearly show the sealed package before opening, the shipping label where reasonably visible, the complete unboxing process, and the condition/product received.
For claims involving a wrong or damaged product, an unboxing video may be required for verification. Claims without sufficient supporting evidence may not be approved, subject to applicable consumer law.
2. Damaged Package at the Time of Delivery
If the outer package appears visibly damaged, opened, tampered with, or severely crushed at the time of delivery, the customer should refuse to accept the shipment wherever reasonably possible.
Please contact Zeriva Store Customer Support promptly if such an issue occurs.
3. Custom-Made Products
Our products are generally custom-made or prepared against customer orders. Therefore, once an order has entered production or customization, it may not be eligible for cancellation, return, or exchange merely because the customer changes their mind.
This does not affect remedies available for products received damaged or different from what was ordered, where applicable.
4. Wrong Product Received
If Zeriva Store sends a product different from the product ordered, the customer may be eligible for a replacement.
The issue must be reported to our Customer Support within 48 hours of delivery, along with the required supporting evidence, including the unboxing video where applicable.
5. Damaged Product Received
If the product is received damaged, please report it within 48 hours of delivery.
After verification and approval of the claim, Zeriva Store will generally provide a replacement rather than an immediate refund.
The customer should keep the original product, packaging, tags, accessories, and other items received until the claim is resolved.
6. Replacement Timeline
Once a replacement request for a wrong or damaged product has been approved, we aim to provide or dispatch the replacement within approximately 7–15 days, depending on product availability, customization requirements, and delivery location.
Delivery timelines may vary due to courier delays or circumstances outside our reasonable control.
7. Refund When Replacement Is Not Possible
Our first remedy for an approved wrong or damaged product claim will generally be a replacement.
If Zeriva Store is unable to provide a suitable replacement, an eligible refund will be initiated.
Approved refunds are generally processed within 7–15 working days. Additional time may be required by your bank, card issuer, UPI provider, or payment gateway for the amount to reflect.
8. Return Shipping Charges
For certain approved returns or replacements, additional shipping or reverse-shipping charges may apply depending on the circumstances of the request.
Any applicable charges will be communicated to the customer before proceeding, except where applicable law or responsibility for an incorrect or defective product requires otherwise.
9. Products Not Eligible for Return
Unless required otherwise under applicable law, a product generally will not qualify for return or replacement solely because of:
- Change of mind after ordering.
- Customer no longer wants or needs the product.
- Incorrect information or customization provided by the customer.
- Minor variations reasonably expected in custom-made products.
- Damage caused after delivery due to misuse, improper handling, washing, alteration, or improper storage.
- Normal wear and tear.
10. Product Must Be Preserved
For an approved claim, the product must be kept in its received condition along with its original packaging, tags, accessories, manuals, freebies, and other included items, where applicable.
Do not use, wash, modify, repair, or alter a product for which you intend to raise a damage or wrong-item claim.
11. Claim Verification
Submitting a claim does not automatically guarantee a replacement or refund. Zeriva Store may reasonably verify the photographs, videos, order details, packaging, and other information provided before approving a claim.
Claims involving manipulated evidence, a different product, intentional damage, or other fraudulent activity may be rejected.
12. Order Cancellation
Because products may be custom-made for individual orders, cancellation may not be possible once production/customization has started or the order has been dispatched.
Customers should contact us as soon as possible if they wish to request cancellation.
13. Colour & Appearance Variations
Product colours may appear slightly different due to screen settings, lighting, photography, or reasonable manufacturing/customization variations. Minor variations of this nature alone may not qualify as damage or a wrong product.
14. How to Report an Issue
For a wrong or damaged product, contact Zeriva Store Customer Support within 48 hours of delivery and provide:
- Order Number
- Brief description of the issue
- Clear photographs, where requested
- Continuous unboxing video supporting the claim
Please do not dispose of the product or its packaging until the claim has been resolved.
15. Consumer Rights
Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Zeriva Store reserves the right to update this policy from time to time.