CUSTOMER CARE
Refund & Return Policy
Last updated: September 2026
At ZELVÉRIS Brand House, your satisfaction matters. If something is not right with your order, we make the exchange and refund process simple and transparent. Please read the policy below before placing an order.
1. Exchange Window
Unstitched and pret items can be exchanged within 7 days of delivery. The item must be unused, unwashed and in its original condition with all tags and packaging attached.
2. Eligibility
- Unstitched fabric: eligible for exchange only if the fabric is uncut, unwashed and the original packaging is intact.
- Pret (ready to wear): eligible for exchange if unworn, unwashed, with tags attached.
- Accessories, jewellery and sale items are non-returnable and non-refundable.
- Items damaged during transit, or with manufacturing faults (missing threads, broken buttons, etc.), are always eligible — please report within 48 hours of delivery.
3. Refund Process
Email zelveris0@gmail.com or message us on WhatsApp with your order number, a photo of the item and the reason for return. Our team responds within one working day and provides courier instructions.Once the returned item is received and inspected, refunds are approved within 3 working days.
4. Refund Method & Timeline
- Bank transfer / mobile wallet: refunded within 5 to 7 working days of approval.
- Cash on delivery orders are refunded via bank transfer or mobile wallet — please share account details with our team.
- Original delivery charges are non-refundable unless the return is due to our error or a manufacturing fault.
5. Non-Refundable Cases
- Change of mind on stitched or customised orders.
- Items returned after the 7-day window.
- Slight colour variations caused by screen display or handmade fabric dyeing — these are a natural part of artisan fabric.