Refund policy
Refund Policy
Refund and Return Policy
Last Updated: 21 July 2026
At ZÊ-vik, customer satisfaction is important to us. This Refund and Return Policy explains how returns, cancellations, exchanges and refunds are handled.
Nothing in this policy limits or removes any statutory consumer rights available under applicable law.
1. 30-Day Return Policy
You may request a return within 30 days of receiving your order.
To request a return, contact us at:
Email: joao@zê-vik.com
Please include:
- Your full name;
- Your order number;
- The product you wish to return;
- The reason for the return;
- Photographs if the product is damaged, defective or incorrect.
After receiving your request, we will provide the appropriate return address and return instructions.
Please do not send a product back before contacting us. The return address may be different from the address shown on the original parcel.
After notifying us of your return, the product must be sent back within 14 days.
2. Return Conditions
Returned products must be:
- Unworn and unused, except where reasonably necessary to inspect or try on the product;
- Free from stains, odours, damage or alterations;
- Returned with their original tags, where applicable;
- Returned with all included accessories and components;
- Securely packaged to prevent damage during transit.
Where reasonably possible, products should be returned in their original packaging.
Customers may inspect and try on clothing in the same way they would in a physical shop. However, we may make a reasonable deduction from the refund if the product has been worn, used, damaged or handled beyond what is necessary to assess its fit, appearance and quality.
An order confirmation, order number or other valid proof of purchase may be required.
3. Sale and Promotional Products
Products purchased during a sale, promotion or with a discount code may be returned under the same conditions as full-price products.
A product being displayed as a “Sale Price” does not remove the customer’s applicable cancellation, return or refund rights.
4. United Kingdom Cancellation Rights
Customers receiving an order in the United Kingdom have the statutory right to cancel most online purchases within 14 days after delivery, without giving a reason, subject to the exceptions permitted by applicable law.
You must notify us of your decision to cancel within 14 days beginning on the day after you receive the order.
After notifying us, you must return the products within a further 14 days.
To exercise your cancellation right, contact:
Email: joao@zê-vik.com
Your message must clearly state that you wish to cancel the purchase and should include your order number.
The United Kingdom statutory cancellation right is included within, and does not reduce, our voluntary 30-day return policy.
5. European Union and EEA Withdrawal Rights
Customers receiving an order in the European Union or European Economic Area generally have the right to withdraw from most online purchases within 14 days after receiving the products, without providing a reason.
You must notify us of your decision to withdraw within the applicable 14-day period.
After notifying us, the products must be returned within a further 14 days.
Any mandatory consumer rights available under the laws of the customer’s country remain unaffected.
6. Return Shipping Costs
For returns caused by a change of mind, incorrect size selection or personal preference, the customer is normally responsible for the return shipping cost.
We recommend using a tracked shipping service and keeping the postage receipt until the return and refund have been completed.
ZÊ-vik is not responsible for returned parcels that are lost or damaged before reaching the designated return address.
When a product is confirmed as damaged, defective, incorrect or not as described, ZÊ-vik will provide appropriate instructions and cover reasonable return shipping costs where required by applicable law.
7. Original Delivery Charges
When a customer validly exercises a statutory cancellation or withdrawal right, the cost of the least expensive standard delivery option will be refunded where required by law.
When standard shipping was free, there is no original standard shipping charge to refund.
Additional amounts paid for express, priority or premium delivery will not be refunded beyond the cost of the least expensive standard delivery option, unless applicable law requires otherwise.
8. Damaged, Defective or Incorrect Products
Please inspect your order as soon as possible after delivery.
Contact us promptly if:
- The product is damaged;
- The product is defective;
- You received the wrong product;
- You received the wrong size or colour;
- A product is missing from your order;
- The product is materially different from its description.
Email joao@zê-vik.com and include:
- Your order number;
- A description of the problem;
- Clear photographs of the product;
- Photographs of the packaging;
- A photograph of the shipping label, where relevant.
We will review the issue and provide an appropriate solution. Depending on the circumstances and applicable law, this may include a repair, replacement, price reduction or refund.
Legal rights relating to faulty, damaged, incorrect or misdescribed products may continue beyond our voluntary 30-day return period.
9. Exceptions and Non-Returnable Products
The following products may not be eligible for a change-of-mind return:
- Products made to order or clearly personalised;
- Gift cards;
- Sealed products that are unsuitable for return for health or hygiene reasons after the seal has been broken;
- Products damaged through misuse, improper care or unauthorised alteration;
- Products returned without sufficient information to identify the order.
These exceptions do not remove any statutory rights that apply when a product is damaged, defective, incorrect or not as described.
10. Exchanges
We do not currently process direct exchanges.
The fastest way to receive a different size, colour or product is to return the original product and place a new order.
You may place a new order after submitting your return request. You do not need to wait for the refund to be completed, but product availability cannot be guaranteed.
11. Refund Process
After receiving and inspecting the returned product, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method unless another method is expressly agreed.
Where statutory cancellation or withdrawal rights apply, refunds will be processed without undue delay and within 14 days after:
- We receive the returned products; or
- You provide valid evidence that the products have been sent back,
whichever occurs first, where applicable.
We may withhold the refund until the products are returned or valid evidence of return is provided.
After ZÊ-vik issues the refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account.
12. Refund Deductions
We may make a reasonable deduction from the refund when the value of a returned product has been reduced because it was:
- Worn beyond what was necessary to try it on;
- Washed;
- Stained;
- Damaged;
- Altered;
- Returned with missing components or accessories;
- Handled beyond what would normally be permitted in a physical shop.
Any deduction will reflect the actual reduction in the value of the product. It will not be used as an administrative or restocking fee.
13. Order Cancellations Before Dispatch
Contact us as soon as possible if you wish to cancel or change an order before it is dispatched.
We will attempt to accommodate your request, but we cannot guarantee that an order can be changed or cancelled after processing has started.
If the order has already been dispatched, you may request a return after receiving it.
14. Unauthorised or Unidentified Returns
Returns sent without contacting us first may be delayed because we may be unable to identify the customer or order.
Please include your order number and follow the return instructions provided by our customer support team.
Sending a product without prior contact does not remove any mandatory statutory rights, but it may delay the return and refund process.
15. Model Cancellation Form
Complete and send this form only if you wish to cancel your order. You may also cancel by contacting us directly by email.
To: ZÊ-vik
Email: joao@zê-vik.com
Return address: Provided after the return request is submitted
I hereby give notice that I wish to cancel my contract for the purchase of the following products:
Order number:
Product or products:
Order date:
Delivery date:
Customer name:
Customer address:
Customer signature, only if this form is submitted on paper:
Date:
16. Contact Information
For questions concerning returns, cancellations, damaged products or refunds, contact:
ZÊ-vik
Email: joao@zê-vik.com