Refund and Returns Policy
ZIVASKA
REFUND & RETURNS POLICY
Effective Date: March 15, 2026
At ZIVASKA, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. This policy outlines your rights and our process for returns, exchanges, and refunds in accordance with applicable Canadian consumer protection laws.
1. Eligibility for Returns
You may request a return if the following conditions are met:
- The return request is submitted within 14 days of the delivery date.
- The item is unused, unworn, and in its original condition.
- The item is in its original packaging with all tags, labels, and accessories intact.
- Proof of purchase (order confirmation email or receipt) is provided.
Items that do not meet the above conditions may not be eligible for a return and will be sent back to you at your cost.
2. Non-Returnable Items
The following items are not eligible for return or exchange:
- Perishable goods (food, flowers, plants, etc.)
- Personalized or custom-made products
- Digital downloads or software products
- Intimate or sanitary goods (for hygiene reasons)
- Hazardous materials or flammable liquids
- Items marked as Final Sale at the time of purchase
- Gift cards
If an item from the above categories arrives damaged or defective, please contact us within 48 hours of delivery and we will assess the situation on a case-by-case basis.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Damaged during shipping
- Defective or not functioning as described
- Incorrect (wrong item, wrong size, wrong colour)
Please contact us at support@zivaska.com within 48 hours of delivery with the following:
- Your order number
- A clear description of the issue
- Photographs of the damaged/defective/incorrect item and packaging
We will arrange a replacement or full refund at no additional cost to you. You will not be required to return the item in cases of significant damage or defect, at our discretion.
4. How to Initiate a Return
Follow these steps to start a return:
Step 1 — Contact Us Email us at support@zivaska.com with your order number, the item(s) you wish to return, and the reason for the return.
Step 2 — Approval Our team will review your request within 2–3 business days and send you a Return Merchandise Authorization (RMA) number along with return instructions. Do not ship items back without an approved RMA number — unapproved returns will not be accepted.
Step 3 — Pack & Ship Securely pack the item in its original packaging. Write the RMA number clearly on the outside of the package. Ship the item to the return address provided in the approval email.
Step 4 — Confirmation Once we receive and inspect the returned item, we will notify you by email of the approval or rejection of your return.
5. Return Shipping Costs
| Reason for Return | Who Pays Return Shipping |
|---|---|
| Damaged, defective, or incorrect item | ZIVASKA covers the cost |
| Change of mind / no longer needed | Customer is responsible |
| Item does not fit (size issue) | Customer is responsible |
| Order placed by mistake | Customer is responsible |
We recommend using a trackable shipping service for your return. ZIVASKA is not responsible for items lost in transit during the return process.
6. Refunds
6.1 Refund Method
Approved refunds will be issued to the original payment method used at the time of purchase, in Canadian Dollars (CAD).
6.2 Refund Timeline
Once your return is received and inspected:
- You will receive an email confirmation of approval or rejection.
- If approved, your refund will be processed within 5–10 business days.
- Depending on your bank or card issuer, the credit may take an additional 3–5 business days to appear on your statement.
6.3 Partial Refunds
In certain situations, only a partial refund may be granted:
- Items showing signs of use, wear, or damage not caused by ZIVASKA.
- Items returned without original packaging or missing accessories.
- Items returned after the 14-day return window (at ZIVASKA’s discretion).
6.4 Original Shipping Charges
Original shipping charges are non-refundable unless the return is due to a ZIVASKA error (damaged, defective, or incorrect item).
7. Exchanges
We offer exchanges for the following reasons:
- Wrong size or fit
- Wrong colour received
- Preference for a different variant of the same product
To request an exchange, follow the same process outlined in Section 4. Exchanges are subject to product availability. If the desired item is out of stock, we will offer a store credit or full refund.
8. Store Credit
As an alternative to a refund, customers may opt for ZIVASKA Store Credit, which:
- Is equal to the full value of the returned item in CAD.
- Does not expire.
- Can be applied to any future ZIVASKA purchase.
- Is non-transferable and cannot be redeemed for cash.
9. Cancellations
9.1 Cancellation Before Dispatch
Orders can be cancelled within 24 hours of placement, as long as the order has not yet been dispatched. To cancel, email us at support@zivaska.com with your order number and subject line “Order Cancellation.” A full refund will be issued within 5–10 business days.
9.2 Cancellation After Dispatch
Once an order has been dispatched, it cannot be cancelled. You may initiate a return once the item is delivered, in accordance with this policy.
9.3 ZIVASKA-Initiated Cancellations
In rare cases, ZIVASKA may cancel an order due to stock unavailability, pricing errors, or suspected fraudulent activity. In such cases, a full refund will be issued automatically, and you will be notified by email.
10. Provincial Consumer Protection
ZIVASKA operates in compliance with Canadian federal and provincial consumer protection legislation, including but not limited to:
- Consumer Protection Act (Ontario)
- Business Practices and Consumer Protection Act (British Columbia)
- Consumer Protection Act (Quebec) — Loi sur la protection du consommateur
- Consumer Protection Act (Alberta)
Your statutory rights under these laws are not affected by this policy. If you believe your consumer rights have not been respected, you may contact your provincial consumer protection authority.
11. Contact Us
For all return, refund, or exchange inquiries, please reach out to us:
ZIVASKA Customer Support Email: support@zivaska.com Website: www.zivaska.com Address: Canada Response Time: Within 2–3 business days
This Refund & Returns Policy was last updated on March 15, 2026. ZIVASKA reserves the right to amend this policy at any time in accordance with applicable Canadian law. Any changes will be posted on this page with an updated effective date.
Key highlights of this policy:
- 14-day return window — aligned with Canadian consumer standards
- 48-hour window for damaged/defective/incorrect items
- RMA process — structured 4-step return flow
- Shipping cost table — clear accountability by return reason
- Store credit option — never-expiring alternative to refund
- Provincial laws referenced — Ontario, BC, Quebec, Alberta
- CAD refunds — all amounts in Canadian Dollars
