Cancellations & Refunds
Last updated: March 2026
✅ Return window: 7 days from delivery. To be eligible, items must be unused, unwashed, with original tags and packaging. Requests raised after 7 days will not be accepted.
Order Cancellation
- You can cancel your order before it is shipped. Once shipped, cancellation is not possible.
- To cancel, go to My Orders
and use the Cancel Order option, or contact us at
support@thezivo.com.
⚠️ Orders that have already been shipped cannot be cancelled. Please refuse delivery if you no longer want the order.
Refund Policy
We offer refunds in the following situations:
- Order cancelled before shipment — full refund
- Item received is damaged, defective, or significantly different from what was ordered
- Item not delivered within the promised timeframe
We do not accept returns for reasons such as change of mind, wrong size ordered,
or colour appearing different from the screen. Please check the size chart before ordering.
Return Process
To raise a return or refund request:
- Go to My Orders in your account and select the delivered order within 7 days of delivery.
- Click "Request Return", select the item(s), and provide the reason along with unboxing video of the defective/incorrect item.
- Our team will review and approve the request within 2 business days.
- Once approved, we will schedule a pickup from your delivery address. Return pickup is covered by us for defective or incorrect items.
- Refund is processed after we receive and inspect the returned item.
For any issues, you can also reach us at
support@thezivo.com.
Refund Timelines
- Online payments (UPI / Card / Net Banking): Refund within 5–7 business days to the original payment method.
- Cash on Delivery orders: Refund via bank transfer within 7–10 business days. We will request your bank details.
Non-Returnable Items
- Items that have been worn, washed, or altered
- Items without original tags/packaging
- Innerwear, lingerie, and swimwear (for hygiene reasons)
- Sale or clearance items marked as final sale
Size Exchange Policy
We offer size exchanges within 3 days of delivery for the same product in a different size (same colour). To request an exchange:
- Go to My Orders, open the delivered order, and click "Request Size Exchange".
- Select the item and choose your new size.
- Our team will review the request within 2 business days.
- If the requested size is in stock, we will ship the replacement after collecting the original item.
- If the requested size is out of stock, we will issue store credit equal to the item price — redeemable on any future order at checkout.
⏱️ Exchange window: 3 days from delivery. Requests raised after 3 days will not be accepted.
Please note: Exchanges are only available for size changes within the same product and colour. We do not offer exchanges for a different product, colour, or style. Items must be unworn, unwashed, and in original condition with all tags intact.
