Refund policy

At Zaviel, every handbag is carefully checked and packed before dispatch. We accept returns/replacements only in case the item received is damaged or the wrong item has been delivered.

1. Eligible Returns

A return or replacement will be accepted only if:

  • You received a wrong product.
  • The product arrived damaged.
  • The product received is different from what you ordered.

We do not accept returns for change of mind, personal preference, colour preference, or any other reason not mentioned above.

2. Unboxing Video is Mandatory

To be eligible for a refund or replacement, you must record a continuous 360° unboxing video when opening your package.

The video must:

  • Be one continuous video without any cuts, pauses, editing, or interruptions.
  • Clearly show the entire package from all 360° angles before opening.
  • Clearly show the shipping label and order details.
  • Show the package being opened from start to finish.
  • Clearly show the product and any damage/wrong item received.
  • Be recorded in good lighting so that the product, packaging and label are clearly visible.

Without a valid, continuous unboxing video, we may not be able to approve a refund or replacement.

3. Damaged or Wrong Item

If you receive a damaged or incorrect item, please contact us as soon as possible with:

  • Your Order ID
  • A clear description of the issue
  • The complete unboxing video
  • Clear photographs of the product and packaging, if required

After reviewing the evidence, we will determine whether the order qualifies for a replacement or refund.

4. Refund or Replacement

If your claim is approved, we may offer:

  • Replacement: A replacement product will be shipped to you, subject to availability.
  • Refund: If a replacement is unavailable or otherwise appropriate, a refund will be issued to the original payment method.

5. How to Contact Us

For return, replacement, or refund requests, contact us at:

Email: zavielcare@gmail.com

Please include your Order ID in the email subject or message.

Important

Please do not send any product back without contacting us first and receiving instructions from our support team.

We reserve the right to reject claims where the required unboxing video is missing, edited, incomplete, unclear, or does not clearly show the package, shipping label, and product.