Refund policy
At ZUVIE, we believe trust matters more than complicated return processes. This policy explains the statutory rights you have - which depend on where you live - and the voluntary guarantee we give everyone on top of them.
1. Your statutory cancellation rights
If you purchase as a consumer, you may have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Before dispatch
You may cancel your order at any time before dispatch for a full refund. Simply contact us at support@zuvieskin.com. Once your cancellation is confirmed, your payment will be refunded to your original payment method.
After delivery - your 14-day cooling-off period
As a consumer buying at a distance, you also have the statutory right to cancel your order within 14 days of receiving it, without giving any reason. To do so, contact us at support@zuvieskin.com within that period.
Please note: for hygiene reasons, this statutory right may not apply once a sealed product has been unsealed.
If you are buying from the United States, the UK regulations described above do not apply to you. There is no equivalent nationwide cooling-off right for online purchases in the US - what you have depends on your state. Our 60-Day Keep-It Guarantee applies to you either way, and it goes further than either.
In practice, our 60-Day Keep-It Guarantee (Section 3) goes further than this statutory right - it applies whether the bottle is opened or not, and you don't need to return anything.
2. Your statutory rights after delivery
Nothing in this policy limits or replaces your rights under the Consumer Rights Act 2015 or any other applicable consumer protection laws.
If a product is faulty, not as described or not of satisfactory quality, you remain entitled to the remedies provided by the consumer protection law that applies where you live.
3. The ZUVIE 60-Day Keep-It Guarantee
In addition to your statutory rights, ZUVIE voluntarily offers a 60-Day Keep-It Guarantee. If, for any reason, you are not happy with your purchase, you may request a full refund within 60 days of delivery.
Unlike a traditional return policy:
- You do not need to return the bottle.
- You may keep the product.
- No explanation is required.
This guarantee is entirely voluntary and is offered in addition to, and does not replace, your statutory rights.
4. How to request a refund
Please email support@zuvieskin.com and include:
- your order number
- the email address used when ordering
We aim to process eligible refunds within 5-10 business days. Refunds are issued to the original payment method.
5. Orders cancelled by ZUVIE
There may be rare situations where we decide not to proceed with a production run. For example, if:
- quality control standards are not met,
- manufacturing cannot proceed,
- or we determine that the product should not be shipped.
If this happens: your order will be cancelled, you will be notified, and you will receive a full refund.
6. Contact
For any refund or returns questions, please contact: support@zuvieskin.com