Return Policy

Effective Date: October 2026

Thank you for choosing Zoreviai for your beauty and skincare needs.

We want every customer to have a clear understanding of the options available when requesting a product return, refund, order cancellation, or assistance with a delivery concern.

This Return & Refund Policy applies to eligible beauty products, skincare essentials, personal care items, and related beauty tools or accessories purchased through our online store.

Zoreviai is operated by Hubei Tengxingyi Network Technology Co., Ltd.

If you need help with a purchase, please reach out to our customer support team at service@zoreviai.com and include your order number and the email address associated with your purchase.

1. Return Eligibility and the 180-Day Guarantee

At Zoreviai, eligible purchases are covered by our 180-Day Return Guarantee.

Customers have up to 180 calendar days following the delivery date to submit a return request.

The 180-day period begins when the order is delivered and ends on the date the return request is submitted to our customer service team.

Submitting a request within this timeframe does not automatically guarantee acceptance. Each request must meet the relevant conditions described in this policy.

Requests received after the stated period may be declined unless additional rights are provided under applicable consumer protection laws.

Before shipping any merchandise back, customers must contact our support team to obtain the appropriate return instructions.

2. Requirements for Eligible Returns

Products returned because of a change of mind or personal preference must generally meet the following requirements:

  • The product has not been used and remains in its original condition.

  • All originally included accessories, attachments, and components are present.

  • Original product packaging is included whenever available.

  • The product has not been altered or damaged through improper use or handling.

For hygiene and product integrity reasons, customers should avoid opening or using beauty and skincare products they intend to return solely because of personal preference.

Products that have been modified, improperly handled, or returned without essential original components may not qualify for a standard preference-based return.

However, complaints involving defective, damaged, incorrect, incomplete, or materially misrepresented items are reviewed under separate conditions.

A product does not automatically lose eligibility for a defect-related claim simply because the customer used it before discovering the problem.

Our team will evaluate the circumstances and determine the appropriate resolution.

Nothing in this policy limits consumer protections that cannot legally be excluded.

3. Assistance With Damaged or Incorrect Products

We encourage customers to inspect their beauty and skincare purchases after delivery.

If you discover that an item is damaged, defective, incomplete, different from what was ordered, or substantially inconsistent with its product description, please contact us promptly.

To help us investigate, we may request:

  • Your order number.

  • The name associated with the purchase.

  • The email address used during checkout.

  • A description of the issue.

  • Supporting photographs or videos when reasonably necessary.

After reviewing the available information, we will communicate the suitable next steps.

Depending on the circumstances, the resolution may involve:

  • Sending a replacement product.

  • Issuing an appropriate refund.

  • Supplying missing parts or accessories.

  • Authorizing a return of the affected item.

Confirmed product defects and mistakes caused by our fulfillment process will be resolved without additional expense to the customer.

If the affected product must be returned, Zoreviai will arrange the necessary shipping or cover the approved return transportation cost.

Please contact our support team before purchasing return postage so that the correct shipping arrangements can be confirmed.

4. Returns Due to a Change of Mind

Customers may request a return within the 180-day eligibility period if they:

  • Decide they no longer want a purchased product.

  • Change their personal preference.

  • Accidentally select an unwanted product.

  • Order the wrong item or variation.

Such requests remain subject to the product condition requirements described in Section 2.

For approved preference-based returns, the following arrangements generally apply:

Return Shipping Costs

Customers are normally responsible for the cost of sending the product back.

Original Shipping Charges

Delivery charges paid at checkout are generally not refunded for returns made solely because of personal preference.

Alternative Arrangements

If another arrangement is available, our team will explain the relevant conditions before the customer proceeds.

These provisions apply only where permitted by applicable law.

5. How to Start a Return

All return requests should be submitted through our customer service email:

service@zoreviai.com

When contacting us, please provide the following information:

  1. Your order number.

  2. The name of the product you would like to return.

  3. The reason for requesting a return.

  4. Your full name.

  5. The email address associated with the order.

  6. Relevant photos or videos, if they are necessary to explain the issue.

Our team will examine the request and advise whether it can be approved or whether additional information is required.

After approval, we will send the authorized return destination and relevant instructions.

Customers should retain their shipping receipts and tracking information until the return and any applicable refund have been completed.

Sending a package without first obtaining instructions may delay processing because additional time could be required to identify and verify the returned merchandise.

6. Authorized Return Address and Instructions

Return shipments must be directed to the address provided by our customer support team after the request has been reviewed.

Please do not automatically ship returned products to our registered company address.

Our administrative business address and the facility responsible for processing returns may be different.

Once a return is authorized, customers will receive the necessary information, which may include:

  • The designated return facility address.

  • A return identification or reference number, if applicable.

  • Appropriate packaging recommendations.

  • Instructions regarding return transportation.

  • Information about any approved shipping arrangements.

Following the provided instructions helps us identify returned products and reduces the possibility of delivery or refund processing delays.

The registered business address should be used for returns only when our support team specifically confirms that it is the correct destination.

7. Return Shipping Fees and Responsibilities

Responsibility for return shipping depends on why the merchandise is being returned.

Return Circumstance Responsibility for Shipping
Change of mind or personal preference Customer, unless otherwise agreed or required by law
Product ordered incorrectly by the customer Customer, unless otherwise agreed or required by law
Confirmed product damage or manufacturing defect Zoreviai, when a return is necessary
Incorrect merchandise or missing components Zoreviai, when a return is necessary
Product materially different from its advertised description Zoreviai, when a return is necessary

Where the issue has been confirmed as a product defect or fulfillment mistake, our team will arrange return transportation or explain how approved shipping expenses will be reimbursed.

Customers should obtain instructions before purchasing shipping services for which they expect reimbursement.

8. Inspection and Review of Returned Merchandise

After the returned package arrives at the authorized facility, the relevant products will be reviewed.

The inspection may include checking:

  • The identity of the returned merchandise.

  • Its physical condition.

  • Included accessories or components.

  • Whether the return corresponds with the approved request.

  • Any reported damage, defect, or product discrepancy.

For returns based on personal preference, the review will focus on whether the product satisfies the applicable eligibility requirements.

For defective or incorrect merchandise, the inspection will consider the specific problem reported by the customer.

If additional information is needed, our team will contact the customer.

Where a returned product does not meet the applicable requirements, we will explain the assessment and any available next steps.

9. Refund Approval and Processing

All approved refunds are issued through the original payment method used to complete the purchase.

The timeframe depends on whether the product must be returned.

Refunds Requiring Product Returns

When an approved refund requires the merchandise to be returned, the refund will generally be processed within 5–10 business days after the returned product has been received and inspected.

Refunds Without a Physical Return

If we approve a refund without requesting the product back, the refund will be issued within 5–10 business days following approval.

This timeframe also applies to approved refunds for confirmed product defects, fulfillment errors, or delivery-related problems where no return shipment is necessary.

Additional Payment Processing Time

Business days do not include weekends or public holidays.

Although Zoreviai processes approved refunds within the stated period, the customer's bank, card issuer, or payment provider may require additional time to reflect the refunded amount.

If the refund has not appeared after the expected processing period, please contact our support team for assistance.

10. Order Cancellation Procedures

Customers who wish to cancel a purchase should email service@zoreviai.com as soon as possible.

Please include your order number so that we can identify the transaction and check its fulfillment status.

We will make reasonable efforts to cancel eligible purchases before fulfillment begins.

However, order preparation may start shortly after payment is confirmed.

For this reason, cancellation cannot always be accommodated after an order enters the fulfillment process.

Refunds for Approved Cancellations

When cancellation is approved, the amount paid for the cancelled items will be returned to the original payment method within 5–10 business days after approval.

Full Order Cancellation

If the entire order is cancelled before dispatch, the refund will also include any shipping fee collected for that order.

Partial Order Cancellation

Where only selected items are cancelled, our team will explain the refundable amount and any necessary adjustments to delivery charges.

Orders Already Shipped

If the package has already been dispatched and cancellation is no longer available, customers may submit an eligible return request after delivery in accordance with this policy.

11. Lost Packages and Delivery-Related Concerns

We understand that shipping interruptions can affect the shopping experience.

Customers should contact our support team if:

  • Shipment tracking has not updated for an unusually long period.

  • Delivery extends beyond the estimated timeframe.

  • A package appears to have been lost during transportation.

  • The tracking information indicates delivery, but the package cannot be located.

Please provide your order number and a description of the delivery concern.

Our team will examine the available shipment records and, when appropriate, coordinate an investigation with the carrier or fulfillment partner.

If a shipment is confirmed lost during transit or a delivery problem is caused by our fulfillment arrangements, we will provide a replacement or refund without charging the customer additional fees.

Packages Marked as Delivered

If a carrier reports that a package has been delivered but you cannot find it, we recommend checking reasonable nearby delivery locations, such as:

  • Household members who may have accepted the package.

  • Building reception or parcel collection areas.

  • Designated safe delivery locations.

If the package remains missing, please contact us for further assistance.

A tracking status marked "Delivered" will not automatically result in the rejection of a missing-package claim.

Each concern will be reviewed based on the available circumstances.

When a delivery-related refund is approved and no physical return is required, the refund will be processed within 5–10 business days after approval.

For additional shipping information, please refer to our Shipping Policy.

12. Customer Service and Registered Business Information

If you need assistance with a return request, refund status, order cancellation, damaged skincare item, incorrect product, or delivery concern, please contact our customer support team.

Store Brand:
Zoreviai

Registered Company Name:
Hubei Tengxingyi Network Technology Co., Ltd.

Business Address:
Shop No. 49, Annex 2, Caihui Lane, Hongqi Garden, No. 678 Youyi Avenue, Heping Subdistrict, Hongshan District, Wuhan City, Hubei Province, China

Customer Support Email:
service@zoreviai.com

Customer Service Phone:
027-87889379

Customer Support Hours:
Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET)

Estimated Email Response Time:
1–2 business days