Refund policy

Refund & Returns Policy

Last updated: 8 June 2026

We want you to love what you buy from ZYVERO. If something isn't right, you may return it within 30 calendar days from the day you receive your order. This is a goodwill extension of the statutory 14-day cooling-off period granted under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and Directive 2011/83/EU on consumer rights (transposed in Spain by Royal Legislative Decree 1/2007, Art. 102 et seq.).

1. Statutory right of withdrawal (UK & EU consumers)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day you (or a third party other than the carrier indicated by you) acquire physical possession of the last good of the order.

To exercise the right of withdrawal you must inform us — ZYVERO, Calle Río Padrón 22, 29651 Fuengirola, Málaga, Spain, returns@zyvero.co.uk — of your decision by an unequivocal statement (a letter sent by post or email). You may use the model withdrawal form below but it is not obligatory.

Model withdrawal form

To ZYVERO, Calle Río Padrón 22, 29651 Fuengirola, Málaga, Spain — returns@zyvero.co.uk:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.

2. Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

3. How to return your order

Email returns@zyvero.co.uk or open a return request from your account within 30 days of delivery.
We will reply with a pre-paid return label (UK & mainland EU) or a return authorisation (rest of the world).
Pack the item in its original packaging with the return slip inside.
Drop the parcel at a participating carrier point. Keep your proof of postage.
Refund is issued within 5 business days of receipt and inspection, by the original payment method.

4. Condition of returned goods

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods (UK CCR 2013 reg. 34(9) / RDL 1/2007 Art. 108.2). Concretely:

Items must be unworn, unwashed, with original tags and packaging.
Footwear must be returned in its original box, tried on a clean indoor surface.
Where the diminished value is significant we reserve the right to deduct it from the refund.

5. Exceptions to the right of withdrawal

In accordance with UK CCR 2013 reg. 28 and RDL 1/2007 Art. 103, the right of withdrawal does not apply to:

Goods made to your specifications or clearly personalised.
Sealed goods that are not suitable for return for health-protection or hygiene reasons and have been unsealed after delivery (e.g. underwear, swimwear, pierced earrings).
Goods which, after delivery, have been inseparably mixed with other items.

6. Return shipping costs

Returns from the United Kingdom and mainland European Union are free using our pre-paid label. For other destinations, the consumer bears the direct cost of returning the goods, which we estimate not to exceed £30 / €35 depending on country, weight and carrier. Faulty or incorrectly supplied items are always returned at our expense.

7. Faulty, damaged or incorrect items (statutory guarantee)

Separate from the right of withdrawal, all goods are covered by a statutory guarantee of conformity:

UK customers: Consumer Rights Act 2015 ss. 9, 10 and 11 — goods must be of satisfactory quality, fit for purpose and as described. Short-term right to reject within 30 days; right to repair or replacement; final right to reject and refund after one failed repair or replacement; up to six years to bring a claim.
EU / Spanish customers: RDL 1/2007 Arts. 114–127 (as amended by Royal Decree-Law 7/2021) — 3-year legal warranty of conformity from delivery; priority right to repair or replacement; price reduction or contract termination where applicable.

If your item arrives damaged, faulty or different from what you ordered, email returns@zyvero.co.uk with photos and your order number within a reasonable time. We will arrange a free return and either replace it, repair it, or issue a full refund (including the original outbound shipping cost).

8. Exchanges

We do not process direct size or colour exchanges. Place a new order for the variant you want and return the original within the 30-day window for a full refund.

9. Sale and promotional items

Goods purchased on sale or with a discount code retain all statutory rights described above. Items explicitly marked as "final sale" or sold as samples/seconds with a disclosed defect cannot be returned under the goodwill 30-day window, but the statutory rights for faulty goods still apply.