Refund & Returns Policy
At ZUVIE, we believe trust matters more than complicated return processes. This policy explains the statutory rights you have (which depend on where you live) and the voluntary guarantee we give everyone on top of them.
01Your statutory cancellation rights
If you are buying as a consumer in the United Kingdom, you may have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you are buying from the United States, those UK regulations do not apply to you. There is no equivalent nationwide cooling-off right for online purchases in the US. What you have depends on your state. Our 60-day money-back guarantee in Section 3 applies to you either way, and it goes further than either.
Before dispatch
Wherever you are, you may cancel your order at any time before dispatch for a full refund. Simply contact us at support@zuvieskin.com.
Once your cancellation is confirmed, your payment will be refunded to your original payment method.
United Kingdom: your 14-day cooling-off period
As a UK consumer buying at a distance, you also have the statutory right to cancel your order within 14 days of receiving it, without giving any reason. To do so, contact us at support@zuvieskin.com within that period.
Please note: for hygiene reasons, this statutory right may not apply once a sealed product has been unsealed.
In practice, our 60-day money-back guarantee (Section 3) goes further than this statutory right. It applies whether the bottle is opened or not, and you don't need to return anything.
02Your statutory rights after delivery
Nothing in this policy limits or replaces your rights under applicable consumer protection law.
If a product is faulty, not as described or not of satisfactory quality, you remain entitled to the remedies the law gives you where you bought it: the Consumer Rights Act 2015 in the United Kingdom, and your state and federal consumer protection law in the United States.
03The ZUVIE 60-day money-back guarantee
In addition to your statutory rights, ZUVIE voluntarily offers a 60-day money-back guarantee.
If ZUVIE isn't for you, email us at support@zuvieskin.com within 60 days of delivery with your order number, and we'll refund the full amount you paid for that order, including shipping, to your original payment method. No deductions, no fees. No return needed. Keep the bottles.
Unlike a traditional return policy:
- You do not need to return the bottle.
- You may keep the product.
- Open or not. No explanation is required.
One per household. A household means the same shipping address, email, or payment method. If you've already received a refund, later orders aren't covered.
The guarantee covers your first order only.
The guarantee applies once per household. We check refund requests against previous orders (email, name, shipping address, phone and card details) before we refund.
Full details: https://zuvieskin.com/pages/guarantee
This guarantee is entirely voluntary and is offered in addition to, and does not replace, your statutory rights.
04How to request a refund
Please email support@zuvieskin.com and include:
- your order number
- the email address used when ordering
We'll refund eligible guarantee requests to your original payment method within 5 business days after we confirm your request. Your bank may take a few extra days to show it. Other refunds (for example cancellation before dispatch) are issued to the original payment method, in the currency you paid in; we aim to process them within 5 business days.
05Orders cancelled by ZUVIE
There may be rare situations where we decide not to proceed with a production run. For example, if:
- quality control standards are not met,
- manufacturing cannot proceed,
- or we determine that the product should not be shipped.
If this happens: your order will be cancelled, you will be notified, and you will receive a full refund.