Refund policy

Returns and Refunds

Last updated: August 8, 2026

We want you to feel confident ordering from Zelvara. Because our products are fulfilled across borders and some items are personal-use goods, every return request must be reviewed and approved in writing before anything is sent back.

Before sending a return

Please contact support@zelvara-store.com with your order number and the reason for your request. Do not send an item back without our written return authorization. Unauthorised returns may be refused or returned to the sender at the sender's expense.

Damaged, defective, or incorrect items

Please contact us within 7 calendar days of delivery and include clear photos or video of the item, packaging, and shipping label. Please keep all packaging until we have reviewed the case. Once verified, we will provide the appropriate resolution, which may include a replacement, partial refund, full refund, or other remedy required by applicable law.

Change-of-mind returns

Except where required by applicable law, we do not accept returns or issue refunds for change of mind, unwanted items, items ordered in error, or items that have already been shipped. For hygiene and product-safety reasons, hydration products must be unused, unopened, and in their original condition to be considered for any approved return.

Approved returns to Malaysia

If we approve a return, the item must be sent using a tracked service to:

Zelvara Returns
No. 79, Jalan Wira 8, Taman Wira
Bukit Gambir, 84800 Tangkak, Johor
Malaysia

Unless the return is required by law or results from a confirmed Zelvara fulfillment error, the customer is responsible for all international return postage, tracking, insurance, customs duties, taxes, handling charges, and any other costs of returning the item to Malaysia. We do not provide prepaid return labels for customer-initiated returns. The customer remains responsible for the parcel until it is delivered to the return address.

Once an approved return is delivered and inspected, any eligible refund will be issued to the original payment method. Original shipping charges, import duties, taxes, and non-refundable carrier fees are not refundable unless required by law or caused by our confirmed error.

Refused, undeliverable, or abandoned parcels

Orders returned, refused, or not collected because of an incorrect address, missed delivery, refusal to pay import charges, or failure to complete customs requirements may not be eligible for a refund. Any approved refund may be reduced by shipping, return, customs, and handling costs incurred by Zelvara.

Your statutory rights

Nothing in this policy limits rights that cannot be excluded or restricted under applicable consumer protection law.