Return & Refund Policy

Last Updated: October 22, 2026

1. Introduction

Zyvellio aims to provide clear guidance on returns, refunds, cancellations, and assistance after a purchase.

This policy outlines how to request an eligible return, report an issue with a product, ask to cancel an order, and receive an approved refund for purchases made through our online cosmetics store.

Zyvellio is operated by Wuhan Minxueya Network Technology Co., Ltd.

We review requests according to this policy and applicable consumer protection requirements. Nothing here excludes or limits statutory rights that cannot lawfully be restricted.

2. Standard Return Window

For eligible products, you may request a standard return within 14 calendar days of delivery.

This period begins on the date your shipment is delivered. Please contact customer support within that time and supply the relevant purchase details.

Requests submitted after this period may not qualify for a standard change-of-mind return.

Rights concerning defective products, incorrect items, or other matters protected by consumer law may apply separately and are not limited by this standard return window.

3. Conditions for Change-of-Mind Returns

Products returned because of personal preference should generally satisfy the following requirements:

• The product is unused and remains in its original condition.

• Original packaging is included wherever reasonably possible.

• All supplied accessories, components, and supplementary materials are returned.

• Proof of purchase, such as an order confirmation or receipt, is available.

• The item has not been damaged through misuse, improper handling, or intentional modification.

Cosmetic products may be subject to additional considerations relating to hygiene and product integrity.

Where legally permitted, products that have been opened, used, unsealed, or otherwise exposed may not qualify for a standard change-of-mind return. This may include lip products, eye makeup, and other cosmetics applied directly to the person.

These conditions do not remove legal remedies for goods that are defective, incorrectly supplied, or materially different from their description.

We may inspect returned items before approving a refund or another resolution.

4. Starting a Return Request

Please contact our customer support team before returning any product.

Return Assistance Email:

service@zyvellio.com

To help us assess your request, please include:

• Your order number

• The product name

• A brief explanation of why you wish to return it

• Photographs or a short video if the product is damaged, incorrect, leaking, or affected by another issue

• Any other information reasonably needed to identify your purchase

After reviewing your request, we will explain the applicable procedure and provide the relevant return instructions.

Please wait for these instructions before sending your parcel. This helps ensure it reaches the correct destination and can be associated with your request.

This procedure does not override mandatory cancellation, withdrawal, or return rights.

5. Where to Send a Return

Our operating company’s registered address is provided for business identification and is not automatically the correct return address.

Depending on your order’s fulfillment arrangements, products may need to be sent to a designated warehouse, authorized return facility, or another location confirmed by customer support.

Once your request has been reviewed, we will provide the appropriate destination and any relevant packing or shipping instructions.

Following these instructions helps prevent misdirected parcels, avoidable shipping expenses, and delays in locating returned goods.

Please do not mail products to an address that has not been confirmed for your return.

6. Responsibility for Return Postage

Return shipping costs depend on the reason for the return and applicable legal requirements.

Returns Based on Personal Preference

You will generally pay return postage for an eligible return that is unrelated to a product defect or an error attributable to Zyvellio.

Examples include:

• No longer wanting or needing the item

• Ordering the wrong product

• Choosing an unsuitable shade or variation

• Selecting an incorrect size or quantity

• Changing your preferences after ordering

• Other reasons unrelated to a product fault

Any mandatory legal requirements concerning return costs take precedence.

Damaged, Defective, or Incorrect Items

Please contact us if a product arrives damaged, faulty, leaking, incorrect, or materially different from what you ordered.

We may request purchase information, photographs, or other relevant details to review the concern.

Where a confirmed problem results from an error attributable to Zyvellio, you will not normally need to pay additional return postage necessary to resolve that error.

Depending on the circumstances, a suitable remedy may include a replacement, an eligible refund, or another resolution, subject to applicable consumer protection law.

7. Requesting Cancellation Before Dispatch

If you wish to cancel an order, contact us as soon as possible after placing it.

Cancellation is generally easier during the early stages of preparation. Our ordinary pre-dispatch cancellation procedure may no longer be available once an order has:

• Reached an advanced stage of fulfillment

• Been packed

• Been prepared for carrier collection

• Been transferred to the delivery provider

• Left the fulfillment facility

If dispatch has already occurred, you may need to receive the order and follow the eligible return procedure.

Send cancellation requests to:

service@zyvellio.com

Please include your order number and the email address used at checkout.

Where cancellation is completed and a refund is owed, the relevant amount will generally be returned to the original payment method.

Mandatory cancellation and withdrawal rights remain unaffected.

8. Reviewing Returned Items

Items received at the confirmed return facility may be inspected to establish whether the applicable return conditions have been met.

This review may consider:

• The product’s physical condition

• Whether it has been opened or used

• The condition of its packaging

• Whether supplied accessories and components are included

• The reason given for the return

• Supporting information already provided

• Whether the returned item matches the purchase record

For standard cosmetic returns unrelated to defects, the condition of seals, packaging, and the product itself may be particularly relevant.

Our team will communicate the review outcome and explain any available next steps. Approved refunds will follow the refund procedure described below.

Inspection does not restrict statutory remedies for defective, incorrectly supplied, or otherwise non-conforming goods.

9. Refund Processing and Payment Method

Approved refunds are generally issued to the payment method used for the original transaction.

Typical Refund Processing Time: 5–10 business days after the returned product has been received and reviewed.

The actual timeframe may depend on:

• The reason for the refund

• Whether a return is necessary

• The condition of returned goods

• The original payment method

• The payment provider involved

• Applicable legal requirements

After Zyvellio initiates a refund, your bank, card issuer, PayPal, or another payment provider may require additional time to display the credit.

These additional processing periods are controlled by the relevant financial institution or payment service.

Where applicable law requires a different deadline or procedure, that requirement takes priority.

10. Checking a Pending Refund

If an approved refund has not appeared, please:

1. Check the account used to make the original payment.

2. Review recent transactions and pending credits.

3. Ask your bank or card issuer about the refund’s status.

4. Where applicable, contact the payment provider for an update.

Financial institutions may need additional time to complete their processing.

If the refund remains unlocated after these checks, email:

service@zyvellio.com

Include your order number and any refund reference available.

For security reasons, please do not send complete card numbers, account passwords, or other sensitive financial credentials by email.

Our support team can review the transaction information available and assist where possible.

11. Original Delivery Charges

Standard shipping charges for eligible U.S. orders are based on the order subtotal:

Order Subtotal	Standard Shipping Charge
$0.00–$38.99	$3.99
$39.00 or more	Free

Any applicable shipping fee is displayed at checkout before payment.

The original delivery charge and the cost of returning a product are separate expenses.

Whether the original shipping charge is refundable depends on the return reason, purchase circumstances, relevant store policies, and mandatory consumer protection requirements.

For delivery destinations, processing information, and estimated arrival times, please review our Shipping Policy.

12. Product and Delivery Issues

Certain concerns require an individual assessment rather than the standard change-of-mind return procedure.

These may include:

• Products leaking during transit

• Broken or damaged containers

• Packaging damage that affects product integrity

• Incorrect items

• Missing products

• Goods materially different from their descriptions

• Other fulfillment issues

Please report these concerns promptly, including your order number, a description of the problem, and relevant photographs where available.

Depending on the circumstances, an appropriate resolution may involve a replacement, refund, or another remedy.

Statutory rights concerning defective or non-conforming goods continue to apply in full.

13. Customer Service Availability

Our customer support team assists with returns, refunds, cancellations, product concerns, and related purchase inquiries.

Customer Service Days: Monday to Friday

Typical Email Response Time: Within 24–48 business hours

Replies may take longer during public holidays, promotional events, or periods of increased inquiry volume.

Please provide your order number and a clear explanation of the assistance needed so we can review your request efficiently.

14. Company Information and Contact Details

The following information identifies the operator of the Zyvellio online cosmetics store.

Brand / Store Name: Zyvellio

Business Category: Online Cosmetics Retail

Operating Company: Wuhan Minxueya Network Technology Co., Ltd.

Registered Business Address:

No. 13 (Subsidiary), No. 9 Jinwu Road, Wulijie Subdistrict, Jiangxia District, Wuhan City, Hubei Province, China

Customer Service Email:

service@zyvellio.com

Customer Service Telephone:

+8615105892643

Support Availability: Monday–Friday

Estimated Email Response Time: 24–48 business hours

Wuhan Minxueya Network Technology Co., Ltd. manages Zyvellio’s website administration, customer purchases, order processing, fulfillment arrangements, and after-sales assistance.

Only use the registered business address for a return if customer support expressly confirms it as the correct destination.

For help with an existing purchase, please include your order number wherever possible.

Thank you for shopping with Zyvellio. We aim to provide clear return guidance and accessible support when you need assistance with your order.