We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at mr.sayed.shahenshah@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mr.sayed.shahenshah@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mr.sayed.shahenshah@gmail.com.

Return & Refund Policy

Last Updated: August 18, 2026

At Zivera, we want you to receive your order in perfect condition. Because our products are intimate apparel, we follow strict hygiene and quality-control standards.

Please read this policy carefully before placing your order.

1. Return Eligibility

Returns are accepted only when the product is:

• Unworn and unused.

• In its original condition.

• In the original packaging.

• With all original tags, labels and protective packaging intact.

• Not washed, altered, damaged or stained.

• Not showing any signs of use.

For hygiene and safety reasons, used, worn, washed or altered undergarments are not eligible for return or exchange.

2. Return Period

A return or exchange request must be submitted within 7 days of receiving the order.

Requests submitted after 7 days may not be accepted.

The customer must contact Zivera before sending any product back.

Unauthorized returns may be rejected.

3. Wrong or Defective Product

If you receive:

• The wrong product.

• The wrong size sent by Zivera.

• A damaged product.

• A manufacturing defect.

• A product that is materially different from the product description.

Please contact us within 48 hours of delivery.

Customers should provide clear photographs or videos showing the issue.

After verification, Zivera may offer:

• A replacement.

• An exchange.

• Store credit.

• A refund where appropriate.

If the issue is confirmed to be our mistake, Zivera will cover the reasonable return and replacement delivery cost.

4. Change of Mind

If you simply change your mind after placing an order, the order may be cancelled only if it has not yet been dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

If a customer refuses or rejects a dispatched order without an eligible reason, the customer may be responsible for applicable delivery and return-to-origin charges.

5. Size Exchange

We recommend checking our size guide carefully before placing your order.

If you selected the wrong size yourself, an exchange may be considered only if:

• The product is completely unused.

• The product remains in original condition.

• All tags and packaging are intact.

• The request is made within 7 days of delivery.

• The required replacement size is available.

The customer may be responsible for applicable return and reshipping charges in cases where the wrong size was selected by the customer.

6. Products Not Eligible for Return

For hygiene reasons, we do not accept returns for products that have been:

• Worn.

• Washed.

• Used.

• Damaged after delivery.

• Altered.

• Stained.

• Returned without original packaging.

• Returned without required tags or protective packaging.

Any product showing signs of use may be rejected.

7. Sale and Promotional Products

Products purchased during clearance, final-sale or specially marked promotional offers may be non-returnable unless the product is defective or the wrong product was sent by Zivera.

Any applicable sale-specific return conditions will be clearly displayed before purchase.

8. Refunds

Once the returned product is received and inspected, Zivera will determine whether the return qualifies under this policy.

If approved, the refund will be processed using the applicable payment method or another reasonable refund method communicated by Zivera.

The time required for the amount to appear in the customer's account may depend on the payment provider or financial institution.

Shipping charges may be non-refundable where the return is due to customer preference, incorrect size selection or change of mind.

9. Cash on Delivery Orders

For Cash on Delivery orders, if a refund is approved, Zivera may request the customer's bank or other suitable payment details required to process the refund.

Zivera will not request unnecessary confidential information.

10. Return Shipping

If the return is caused by an error on Zivera's part, such as sending the wrong product or a confirmed manufacturing defect, Zivera will handle the reasonable return/replacement shipping cost.

If the return is requested because of customer preference, incorrect size selection or change of mind, the customer may be responsible for applicable shipping costs.

11. Order Inspection

Customers are encouraged to inspect the package and product immediately after delivery.

If the parcel appears seriously damaged, opened or tampered with, the customer should report the issue to the delivery service and contact Zivera as soon as possible.

For damaged, wrong or defective products, photographic or video evidence may be requested to help us investigate the issue.

12. Refund Rejection

A return or refund request may be rejected if:

• The product does not meet the eligibility requirements.

• The product has been used or worn.

• The product has been washed or altered.

• The product has been damaged after delivery.

• The return request was submitted after the applicable return period.

• The product was purchased under a clearly stated final-sale condition.

• The customer cannot provide reasonable evidence for a claimed defect or delivery error when such evidence is reasonably required.

13. How to Request a Return

To request a return or exchange, contact Zivera through our official customer-support channel with:

• Order number.

• Customer name.

• Contact number.

• Reason for the request.

• Clear photographs or video where applicable.

Do not send the product back before receiving return instructions from Zivera.

14. Inspection and Final Decision

All returned products are subject to inspection.

Approval of a return, exchange or refund will be based on the condition of the product and the circumstances of the request.

Zivera reserves the right to reject returns that do not meet the conditions of this policy.

Nothing in this policy is intended to remove or restrict any rights that cannot legally be excluded under applicable law.

15. Policy Changes

Zivera may update this Return & Refund Policy from time to time.

The latest version published on our website will apply to orders placed after the updated policy becomes effective.

Contact Us

For return, exchange or refund requests, please contact Zivera through the customer-support details provided on our website.