Refund Policy

At [zovik], refund policy we want you to feel confident when shopping with us. Because our products are carefully prepared and packaged for each order, all products purchased from our Store are generally non-returnable and non-refundable, except where a product is received damaged, defective, incorrect, or materially different from what was ordered, subject to the conditions below.

Please read this policy carefully before placing an order.

1. Refund Policy|Return Eligibility

We do not offer returns or refunds simply because a customer changes their mind, selects the wrong size, does not like the product, or no longer wants the product, unless otherwise required by applicable law.

A return, replacement, or refund may be considered only when:

  • The product arrives damaged.
  • The product is defective.
  • The wrong product was delivered.
  • The product is materially different from the product ordered.
  • Another issue is confirmed by our team as eligible under this policy or applicable law.

Products must not be used, washed, altered, or intentionally damaged after delivery.

2. Return/Refund Timeframe

If you receive a damaged, defective, incorrect, or materially different product, you must contact us within [7 days] of delivery.

Requests submitted after this period may not be accepted, except where a longer period is required under applicable law.

Important Unboxing Requirement

To protect both our customers and our Store from delivery-related disputes, you must record a continuous, clear video while opening your package immediately after delivery.

The video should:

  1. Clearly show the unopened package.
  2. Show the shipping label/order information.
  3. Show the condition of the package before opening.
  4. Clearly record the complete opening/unboxing process.
  5. Show the product and any damage, defect, or incorrect item.

Do not cut, edit, pause, or otherwise manipulate the unboxing video.

If a product is reported as damaged, defective, or incorrect, we may request the unboxing video and photographs as evidence before approving a replacement or refund.

Failure to provide reasonable evidence may affect our ability to approve a claim.

3. How to Request a Return or Refund

To report an eligible issue, contact us at:

Email: [lexusrise@gmail.com]

Please include:

  • Order number
  • Customer name
  • Product name
  • Date of delivery
  • Description of the issue
  • Clear photographs of the product
  • Unboxing video
  • Any other information reasonably requested by our support team

Our team will review the request and notify you whether the claim has been approved.

Please do not send any product back before receiving return instructions from us.

4. Refund Process and Timing

If your refund is approved, we will process the refund through the original payment method where reasonably possible.

Once we initiate the refund, the time required for the amount to appear in your account may depend on your payment provider, bank, card issuer, or other financial institution.

Estimated refund processing time:

[5–10 business days] after refund approval.

We will provide appropriate confirmation when the refund has been processed.

If the original payment method cannot receive the refund, we may contact you to arrange an alternative lawful refund method.

5. Replacement or Exchange

For an eligible damaged, defective, or incorrect product, we may offer:

  • A replacement of the same product, subject to availability; or
  • A refund where replacement is unavailable or otherwise appropriate.

Size exchanges, colour changes, style changes, or exchanges due to a change of mind are not available, unless otherwise stated on the product page or required by applicable law.

If the exact replacement product is unavailable, we may offer a refund or another appropriate solution.

6. Damaged or Defective Products

If your product arrives damaged or defective, please contact us as soon as possible and within [7 days] of delivery.

Please keep:

  • The product
  • Original packaging
  • Shipping label
  • Any accessories
  • Any other materials received with the order

Do not dispose of or alter the product until our team has reviewed your claim.

We may request photographs, videos, or other reasonable evidence to determine whether the issue occurred before or during delivery.

If the claim is approved, we will provide an appropriate resolution in accordance with this policy and applicable law.

7. Wrong Product Received

If you receive a product that is different from the product you ordered, contact us within [7 days] of delivery.

Please provide your order number, photographs, and the required unboxing video.

After verification, we may arrange a replacement with the correct product or provide another appropriate resolution.

8. Non-Returnable Items

Unless otherwise required by applicable law, the following are not eligible for return or refund:

  • Products that are not damaged, defective, incorrect, or materially different from the order
  • Products returned because of a change of mind
  • Products that have been worn, washed, used, altered, or damaged after delivery
  • Products without required evidence where evidence is reasonably necessary to verify a claim
  • Products reported after the applicable claim period
  • Personalised or customised products, where applicable
  • Products that are otherwise specifically identified as non-returnable on the product page

All products are generally non-returnable and non-refundable except for eligible issues described in this policy.

Nothing in this section limits any mandatory consumer rights or remedies that cannot legally be excluded.

9. Return Shipping Costs

If we approve a return because the product was:

  • Damaged during delivery
  • Defective
  • Incorrectly supplied
  • Materially different from what was ordered

we will determine the appropriate return or replacement shipping arrangement and, where applicable, bear the reasonable return shipping cost.

For requests that are not eligible under this policy, we are not responsible for return shipping costs.

Do not ship a product back to us without receiving return instructions first.

10. Fraudulent or Abusive Claims

We reserve the right to investigate suspicious, fraudulent, repeated, or abusive return/refund requests.

Where permitted by applicable law, we may decline a claim if there is reasonable evidence of misuse of this policy, including manipulated evidence, false claims, or intentional damage after delivery.

We will handle legitimate customer claims fairly and in accordance with applicable law.

11. Contact Us

For return, replacement, or refund requests, please contact:

Store Name: [zovik]
Email: [lexusrise@gmail.com]
Customer Support: [7 days, 24*7]