Return & Refund Policy
Last updated: 5 March 2026
This policy explains when you may return an item purchased from our website, how to request a return, the condition required for returned items and how approved refunds are processed.
ZEVRILOA is operated by GLORYDE TRADING LIMITED, RM 06, 13A/F., SOUTH TOWER, WORLD FINANCE CTR, HARBOUR CITY, 17 CANTON RD, TST, KL, HONG KONG SAR.
Return period
You have 30 days from the date your order is delivered to contact us and request a return.
Email service@zevriloa.com within this period and include your order number, the product you wish to return and the reason for the return. We will review your request and provide the applicable return instructions and confirmed return address.
Please do not send an item back before receiving our confirmation. Items sent without prior authorisation may be delayed, refused or ineligible for a refund if we cannot identify the order or verify the return.
Condition of returned items
To qualify for a return, an item must be:
- Unused, undamaged and unaltered
- Free from marks, stains, scratches, chips, cracks, residue, odours, smoke, pet hair and other signs of use
- Returned with all original labels, instructions and protective materials
- Returned in its original packaging where reasonably possible
- Complete with all components, accessories, stands, lids, inserts, cables or detachable parts originally supplied
- Securely packaged to prevent damage during return transit
- In a condition suitable for inspection and resale
Please handle products carefully when inspecting them. Decorative objects made from wood, ceramic, stone, cork, brass, metal or other finished materials may be damaged by moisture, impact, abrasive cleaning products or improper handling.
Products should not be filled, lit, installed, permanently assembled or used with food, liquids, fragrance oils, candles or other substances if you intend to return them because of a change of mind.
Items that do not meet the return conditions may be refused or may qualify only for a reduced refund where permitted by applicable law.
Natural materials and handmade characteristics
Some ZEVRILOA products incorporate natural or handcrafted materials, including wood, ceramic, stone, cork, brass and other metals.
Natural variations in colour, grain, texture, pattern, surface character and finish may occur. Minor differences between an individual product and website photographs are not necessarily faults where they result from the natural characteristics of the material or the production process.
This does not affect your rights where an item is damaged, defective, materially different from its description or otherwise not supplied in accordance with applicable consumer protection law.
Return authorisation and address
All returns must be authorised before they are sent. The return address may differ from our registered business address and may depend on the product or the location from which your order was dispatched.
Do not send returns to our registered business address unless our customer service team has specifically provided that address in writing as the authorised return address.
Return shipping costs
Change-of-mind returns
The customer is responsible for return shipping costs when returning an item because of a change of mind, an unwanted colour, an unsuitable size or another reason unrelated to a product fault or fulfilment error.
Original shipping charges are not refundable for change-of-mind returns, except where required by applicable consumer law.
We recommend using a tracked and insured return service appropriate for the value and fragility of the product. Keep your shipping receipt and tracking information until the return has been completed.
ZEVRILOA is not responsible for a return parcel that is lost or damaged before it reaches the confirmed return address.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty, materially different from its description or different from the item ordered, ZEVRILOA will cover the reasonable cost of the approved return where a return is required.
Where appropriate, we will also refund the original standard outbound shipping charge associated with the affected item.
Do not pay for return shipping before receiving our instructions. We may not be able to reimburse an unauthorised or unnecessarily expensive shipping service.
Damaged, faulty or incorrect items
Please inspect your order shortly after delivery.
If an item is damaged, faulty or incorrect, contact service@zevriloa.com within 14 days of delivery and provide:
- Your order number
- The name of the affected product
- A description of the problem
- Clear photographs showing the complete product and the affected area
- A photograph of the shipping label
- Photographs of the outer and inner packaging if either was damaged
- Details of any missing or incorrect components
For products supplied as a set, please photograph the complete set and identify the affected component.
Keep the product, all supplied components and the original packaging until we have reviewed the claim and provided instructions.
Once the issue has been verified, we will offer an appropriate remedy, which may include a replacement, repair where appropriate or refund. Any replacement is subject to product availability.
Items that cannot be returned
Except where the item is faulty or applicable law requires otherwise, we cannot accept returns of:
- Products that have been used, altered, repaired, modified or damaged after delivery
- Products that have been permanently assembled, mounted or installed
- Products showing scratches, stains, chips, cracks, residue, odours or other signs of use
- Aroma diffusers that have been filled with fragrance oils or other substances
- Candleholders that have been used with a burning candle or contain wax residue
- Tableware, carafes, condiment containers or serving accessories that have been used with food or beverages
- Lighting products that have been altered, rewired or damaged through improper installation or use
- Products with removed labels, instructions or protective materials
- Products returned after the applicable return period
- Personalised, customised or made-to-order products where this restriction was disclosed before purchase
- Gift cards
- Products identified as final sale or non-returnable before purchase
- Incomplete sets or products missing accessories, stands, lids, cables, inserts or other supplied components
Please contact us before returning an item if you are uncertain whether it is eligible.
Product sets and multi-component items
Products sold as a set must normally be returned as a complete set. This includes vase sets, modular sculptures, multi-part display objects and products supplied with separate stands, trays, lids or inserts.
We may refuse an incomplete return or reduce the refund where components or accessories are missing, except where the return relates specifically to a missing component reported after delivery.
Exchanges
We do not process direct exchanges.
If you require another product, colour, finish, size or configuration, request a return for the original item and place a new order.
A new order is subject to current pricing and availability. We cannot reserve a product while a return is in transit or under inspection.
Return packaging
Please use the original product packaging and protective materials where reasonably possible, especially for fragile products made from ceramic, glass, stone, wood, cork or metal.
All components should be individually protected and secured so that they cannot move against one another during transit.
If the original packaging is unavailable, you are responsible for using suitable replacement packaging that provides adequate protection during return shipping.
Where permitted by law, a refund may be reduced if inadequate return packaging causes damage or loss in value.
Return inspection
After a return is delivered to the confirmed return address, we will inspect it and notify you of the outcome, normally within 3 business days.
Inspection may include checking the product’s condition, finish, components, packaging and any signs of installation or use.
If we require additional information to identify the return or assess its condition, processing may take longer.
How refunds are issued
If the return is approved, the refund will be issued to the original payment method. We do not normally issue refunds to a different card, account or payment method.
Approved refunds are normally submitted within 5–10 business days after inspection. Your bank, card issuer or payment provider may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed that a refund was issued, contact service@zevriloa.com and provide your order number.
Partial refunds and deductions
Where permitted by law, we may reduce a refund to reflect:
- Loss in value caused by handling beyond what is reasonably necessary to inspect the product
- Missing accessories, components, instructions or protective materials
- Damage caused by inadequate return packaging
- Evidence that the product has been used, installed, filled, lit or permanently assembled
- Return shipping or carrier charges that are the customer’s responsibility
- Customs, handling or return-to-sender charges resulting from a refused or unclaimed international delivery
We will notify you if a deduction applies and explain the reason.
Original shipping charges
Original shipping charges are not refunded for change-of-mind returns unless required by applicable law.
If an entire order is verified as faulty, damaged or incorrectly supplied, we will refund the applicable standard outbound shipping charge.
Additional charges paid for expedited or premium delivery may not be refundable beyond the cost of standard delivery, unless required by law.
Cancelling an order
If you wish to cancel an order, contact service@zevriloa.com as soon as possible and include your order number.
If the order has not entered processing or been dispatched, we will try to cancel it and issue a refund. Cancellation cannot be guaranteed after an order has been submitted.
Once a parcel has been dispatched, it must normally be handled under the return procedure described in this policy.
Refused and unclaimed parcels
If a parcel is refused, remains unclaimed or is returned because the customer did not provide correct delivery information or pay an applicable customs charge, any refund will be considered after the parcel has been received and inspected.
Where permitted by law, original shipping charges, return shipping charges, customs fees and carrier handling costs may be deducted from the refund.
Refunds for promotional purchases
If a discount was applied to an order, any refund will be based on the amount actually paid for the returned product.
If returning a product means that the remaining order no longer qualifies for a multi-item promotion or order-level discount, the refund may be recalculated to reflect the terms of that promotion where permitted by law.
Statutory rights
Nothing in this policy excludes or limits any mandatory right available to you under applicable consumer protection law, including rights relating to products that are faulty, damaged, unsafe, incorrectly supplied or not as described.
If the consumer law applicable to your purchase provides a longer cancellation period, return period or additional remedy, the applicable statutory requirement will take precedence over the corresponding provision in this policy.
Registered business details
Store / Brand: ZEVRILOA
Operated by: GLORYDE TRADING LIMITED
Registered Business Address:
RM 06, 13A/F. SOUTH TOWER, WORLD FINANCE CTR HARBOUR CITY 17 CANTON RD TST, KL HONG KONG SAR
The address above is our registered business address and must not be used for returns unless our customer service team has specifically confirmed it in writing as the authorised return address.
Contact
Return and refund enquiries are handled using the following contact details:
Email: service@zevriloa.com
Store / Brand: ZEVRILOA
Operated by: GLORYDE TRADING LIMITED