Returns & Refunds

At a glance

For items covered by the ordinary return policy, a return request must be registered within 14 calendar days after receipt by contacting support@zurivoq.com. No restocking fee is charged. Direct exchanges are supported.

EU withdrawal rights

Where EU distance-selling consumer rules apply, consumers generally have 14 days from receipt of the goods to exercise a statutory right of withdrawal without giving a reason. After giving withdrawal notice, the goods should be returned within the period required by applicable law.

The consumer may be responsible for return shipping when that responsibility was clearly disclosed before purchase. Where required by law, the standard original delivery cost must be refunded. If a more expensive delivery option was chosen, the amount above the least expensive standard delivery cost does not have to be refunded to the extent permitted by applicable law.

Return eligibility

For an ordinary change-of-mind return, goods may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These conditions do not limit mandatory statutory rights. Under an applicable EU withdrawal right, the consumer may inspect goods to an extent comparable to inspection in a physical shop; any diminished value caused by handling beyond what is reasonably necessary may be addressed as permitted by law.

Return process

Return shipping costs

Exchanges

Direct exchanges are supported. For a wrong-size preference, change of mind, personal preference or other non-defective exchange, the customer pays both the return shipping cost and the replacement-item shipping cost. For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return and replacement shipping costs. No restocking fee is charged.

Problem goods

If an item is damaged, defective, incorrect or an order is incomplete, contact support@zurivoq.com. Necessary return costs caused by merchant responsibility or non-conforming goods are not charged to the customer. Mandatory statutory remedies remain available.

Refund timeline

For ordinary approved refunds, our internal processing target is within 7 business days after the returned goods are received and the necessary review is completed. The bank, card issuer or payment provider may require additional time to display the funds.

For an applicable EU statutory withdrawal, the mandatory refund deadline applies. Where allowed by law, reimbursement may be withheld until the returned goods are received or the customer provides evidence of having sent them back, according to the condition permitted by applicable law.

Refund method

Approved refunds are generally returned to the original payment method.

Exceptions

Where applicable, if made-to-order, custom-made or clearly personalised goods are offered and fall within a statutory withdrawal exception, they may be excluded from ordinary change-of-mind withdrawal rights to the extent allowed by law. This does not remove rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.

Statutory rights

Nothing in this policy limits mandatory statutory consumer rights. Where a mandatory legal rule provides greater protection than this commercial return policy, the mandatory rule prevails.