Refund policy

1. How to Reach Us

Our Customer Care team replies within 24 hours: support@zyavie.com.
To speed things up, include:

  • Order number
  • Issue/concern
  • Name and the email used at checkout

If we can’t locate your order in our system, it was likely placed with a different seller using our brand. We can only assist orders placed on zyavie.com.

2. Return eligibility

To qualify for a return under our 30-Night Bedside Trial, the item must meet the following criteria:

  • Excellent & Resellable Condition: The device must be returned in like-new, resellable condition. It must be free of any visible wear, scratches, permanent stains, or odors (including perfumes, smoke, or heavy skin care residue).
  • Complete Package: All original accessories, manuals, tags, and any free gifts included with your purchase must be returned.
  • Original Packaging: The item must be returned in its original, undamaged packaging to ensure the device is protected during transit.
  • Proof of Purchase: Your order number and email address used for the purchase must be provided.

Please Note: For hygiene and safety reasons, Zyavie™ reserves the right to refuse a refund or apply a restocking fee (up to 30%) if the item is returned in an unsanitary, damaged, or incomplete state.

3. 1-Year Limited Warranty

Beyond the 30-night trial, your Zyavie™ is protected by a 1-year replacement warranty against manufacturing and technical defects.

  • What’s Covered: Internal technical malfunctions, including heating system failures, motor/massage node defects, and battery issues.
  • What’s Not Covered: Damage caused by accidents (drops, water damage), misuse (using improper charging blocks), or normal wear and tear of the fabric materials.
  • How to Claim: Email support@zyavie.com with video proof clearly demonstrating the technical fault.
  • Resolution: Once verified, we will authorize a one-time brand-new replacement. Note: While the replacement unit is free, the customer is responsible for the return shipping of the defective device to our center.

4. How to Ship Your Return(Applies to Refunds & Warranty)

To ensure your refund is processed smoothly, please follow these steps:
1. Authorization First: Contact us at support@zyavie.com to start your request. Returns sent without prior authorization will not be accepted.
2. Get the Correct Address: Once approved, our team will provide the specific Return Warehouse Address.

⚠️ IMPORTANT: Do NOT ship to the address printed on your original shipping parcel. These are automated transit hubs and cannot receive or process returns. We are not responsible for items sent to the incorrect address.

3. Secure Shipping:

  • Cost: To maintain our high-quality standards at fair prices, return shipping is handled by the customer and is non-refundable. We do not provide prepaid return labels.
  • Tracking: We strongly recommend using a trackable shipping service. Zyavie™ cannot guarantee that we will receive your returned item, and we are not liable for items lost in transit.
4. Final Check: Ensure all manuals and accessories are inside the original box before sealing your package.

 

5. Damaged or Defective on Arrival

Email us within 3 days of delivery with:

  • Subject: Damaged or Defective Product
  • Order number, full name
  • Short description of the issue
  • Photos or a video showing the defect
  • The email used at purchase

We’ll arrange a replacement or solution promptly.

6. Wrong Address / Missing After Delivery

Please enter your full address correctly at checkout. ZYAVIE isn’t responsible for lost or stolen packages marked as delivered to the address provided. Upon request, we can share delivery confirmation, date, tracking and carrier details for your investigation.

7. Order Cancellation or Modification

You have a 6-hour window after placing the order to cancel.
After 6 hours, the order is processed and can’t be changed or cancelled.
To cancel within 6 hours, email support@zyavie.com.

8. Refund Timeline

Once we receive and inspect your return, we’ll notify you of approval or rejection.
Approved refunds are issued to your original payment method within 5–10 business days. Your bank/card issuer may need extra time to post the credit.

9. Late or Missing Refunds

  • Check your bank account again
  • Contact your card issuer (posting can take time)
  • Contact your bank

If you still don’t see it, email support@zyavie.com.

We may update this policy at any time.