Refund policy

 

RETURN / REFUND / EXCHANGE POLICY (INTIMATES & SHAPEWEAR)

Last updated:  1-01-2026

Because we sell intimate apparel, we follow hygiene standards for customer safety.

Returns window

Requests must be submitted within 7 days of delivery.

Hygiene policy (non-returnable items)

For hygiene reasons, these items are not eligible for return or refund unless damaged/defective or we shipped the wrong item:

  • panties / briefs / thongs

  • bodysuits & shapewear that contact intimate areas

  • items marked Final Sale / Clearance

  • any item that is worn, washed, stained, has odor, or has removed hygiene liners/tags

Exchanges (size issues)

We understand sizing can be tricky in shapewear.

You may be eligible for a size exchange or store credit if:

  • item is unused, unwashed

  • all original tags/hygiene liners are intact

  • request is made within 7 days of delivery

To keep prices low, we may prioritize store credit for size changes, depending on stock availability.

What we offer

Depending on the case, we offer:

  • Free replacement (if damaged/defective/wrong item)

  • Store credit (fastest)

  • Refund only for verified issues (see below)

Refund eligibility

Refunds are approved for:

  • verified damaged/defective items

  • verified wrong item shipped

  • confirmed lost in transit (see Lost Package Policy)

Refunds are not approved for:

  • “changed my mind”

  • ordered wrong size without defect

  • delivery delays within stated delivery window

  • “delivered” orders (see shipping policy)

Return shipping

  • Customers cover return shipping for exchanges/store credit (unless defective/wrong item).

  • We recommend trackable shipping.

How to request return/exchange

Email support@zivro.us with:

  • Order number

  • Item name + size

  • Reason

  • Photos (if defective/wrong item)

Refund timing

Approved refunds are processed in 5–10 business days. Bank processing times may vary.

ORDER CHANGES & CANCELLATIONS

You can request cancellation/changes within 6 hours of ordering.

After processing/shipping begins, cancellations may not be possible.

Email: support@zivro.us with your order number.

LOST PACKAGE POLICY

A package is treated as “lost” only if:

  • tracking shows no movement for 10+ business days, or

  • the carrier confirms it is lost

If confirmed lost, we will offer:

  • replacement or refund

Packages marked Delivered are not considered lost.

CHARGEBACK / DISPUTE POLICY (ANTI-CHARGEBACK)

If you have an issue, contact us first at support@zivro.us — we resolve most issues quickly.

Chargebacks may be challenged if:

  • tracking shows Delivered

  • customer entered incorrect address

  • customer did not contact support before filing a dispute

  • fulfillment proof exists (tracking, timestamps, confirmations)

We may block future orders from accounts that repeatedly file disputes after successful delivery.