Return Policy

Return Policy

At zelvqo, we want every customer to feel confident when choosing a handbag or everyday bag from our collection. We understand that shopping online means you cannot always examine a product in person before purchasing, and we aim to provide a clear and reasonable process for handling eligible returns, exchanges, and order-related concerns.

This Return Policy explains the conditions for requesting a return, the steps involved in obtaining authorization, how return shipping is handled, and what customers can expect when seeking refunds or exchanges.

Please review the following information carefully before making a purchase or submitting a return request.

1. Return Period

We offer a 30-day return request period for eligible merchandise.

The return period begins on the date your order is confirmed as delivered to the shipping address provided during checkout.

If you are not satisfied with an eligible purchase, you may contact our customer service team within 30 calendar days of delivery to request a return.

To begin the process, please email service@zelvqo.com and provide your order number, the email address associated with your purchase, and the reason for your return request.

Submitting a request within the return period does not automatically authorize a return. Our support team will review the information and provide instructions based on the eligibility conditions described in this policy.

If a return is approved, please follow the instructions and any specified return-shipping deadline provided by our team.

Requests submitted after the 30-day period may not qualify for a standard change-of-mind return, except where additional rights or remedies apply under applicable law.

Please do not ship an item to our registered company address or another location without first receiving return authorization and the appropriate shipping instructions.

2. Return Eligibility

To qualify for a standard return, merchandise generally must meet the following conditions:

  • The return request is submitted within the applicable 30-day period.

  • The product has not been used beyond what is reasonably necessary to inspect its appearance, dimensions, and features.

  • The item is in its original, saleable condition.

  • The bag is free from avoidable stains, odors, scratches, tears, or other damage caused after delivery.

  • Original straps, detachable accessories, and included components are present.

  • Original labels, tags, and protective materials remain intact where applicable.

  • The item is returned with its original packaging where reasonably possible.

  • Proof of purchase or sufficient order information is provided.

For handbags and everyday bags, we recommend examining the exterior, lining, compartments, handles, zippers, closures, and hardware carefully after delivery.

You may inspect the product to assess its size, color, design, and suitability, but extended carrying, outdoor use, or activities that cause material wear may affect eligibility for a standard return.

We reserve the right to evaluate the condition of returned merchandise and determine its eligibility in accordance with this policy and applicable consumer protection laws.

These conditions do not limit any statutory rights relating to defective, damaged, or incorrectly supplied merchandise.

3. Non-Returnable Items

Certain merchandise may not qualify for a standard change-of-mind return because of its condition, customization, or the circumstances of the transaction.

Examples may include:

  • Bags showing significant signs of use or avoidable wear

  • Items damaged by improper handling, storage, or cleaning after delivery

  • Merchandise with permanent stains, strong odors, or unauthorized alterations

  • Items missing essential components or detachable accessories

  • Products that have been substantially modified or personalized at the customer's request

  • Products expressly identified as final sale, where such restrictions are lawful and clearly disclosed before purchase

  • Merchandise returned outside the applicable period without an alternative legal entitlement

  • Items that cannot be reasonably verified as originating from the relevant order

Examples of avoidable damage may include cuts, burns, excessive abrasion, chemical discoloration, or damage resulting from unsuitable cleaning agents.

A product will not be deemed non-returnable merely because its packaging has been opened where applicable law protects a customer's right to inspect merchandise.

If you are uncertain whether a particular item is eligible for return, please contact our customer service team before sending it back.

Any exclusions in this section remain subject to applicable statutory consumer rights.

4. Handbags, Accessories, and Product Care

Because handbags and accessories are frequently handled, carried, and exposed to different environments, their condition is an important consideration when reviewing standard return requests.

We recommend inspecting your zelvqo purchase promptly after delivery and checking its exterior surfaces, interior lining, stitching, zippers, handles, adjustable straps, and included accessories.

For standard change-of-mind returns, please avoid:

  • Carrying the bag outdoors for extended periods

  • Placing food, cosmetics, ink, or liquids inside the bag

  • Applying perfumes, cleaning chemicals, or conditioning products

  • Removing attached labels or protective films unnecessarily

  • Modifying straps, handles, hardware, or decorative components

  • Exposing the bag to excessive moisture, heat, or abrasion

  • Overloading the bag in a way that may distort its structure

Materials and finishes may respond differently to friction, sunlight, moisture, and everyday handling.

Normal characteristics of a material, such as subtle texture differences or minor variations in appearance, do not automatically indicate a manufacturing defect.

However, where a product is faulty, not as described, or otherwise fails to meet applicable legal requirements, your statutory remedies remain unaffected.

5. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, contains a manufacturing defect, includes the wrong product, or is missing an item, please contact our customer service team as soon as reasonably possible.

We recommend checking your package shortly after delivery so that any shipping damage or order discrepancy can be documented promptly.

Examples of problems may include:

  • A broken or malfunctioning zipper

  • A detached handle or strap

  • Damaged hardware or closures

  • Torn or incorrectly assembled lining

  • Visible damage to the bag upon arrival

  • Receiving an incorrect style, size, or color

  • Missing detachable accessories included in the product description

  • Receiving fewer items than were purchased

To help us investigate, please email service@zelvqo.com with:

  • Your order number

  • The email address used during checkout

  • A description of the problem

  • Clear photographs of the affected product

  • Close-up images showing the damaged or incorrect area

  • Photographs of the packaging and shipping label, where relevant

  • Any additional information reasonably requested for verification

Please retain the original packaging and affected merchandise while your request is being reviewed.

Our team will assess the information provided and advise you of the appropriate resolution, which may include repair, replacement, return, or refund depending on the circumstances, available options, and applicable consumer rights.

Please do not attempt unauthorized repairs or send the merchandise back before receiving instructions, unless necessary to protect your statutory rights.

6. Return Authorization

All standard returns should begin with a request to our customer service team.

Before sending any merchandise back, please contact service@zelvqo.com and provide the information needed to review your request.

Your email should include:

  • Order number

  • Customer name

  • Email address associated with the purchase

  • Product or products you wish to return

  • Reason for the return

  • Relevant photographs, if the request concerns a product issue

After reviewing your request, our team will communicate whether the return is approved and provide the applicable instructions.

If approved, the instructions may include:

  • The designated return address

  • Packaging recommendations

  • Shipping and tracking requirements

  • Information about responsibility for return costs

  • Any applicable return reference information

  • The timeframe for sending the authorized package

Return destinations may differ from our registered company address depending on the merchandise, fulfillment arrangements, and location.

Our registered business address should not be treated as an automatic return destination.

Sending merchandise to an incorrect address may cause delivery or processing difficulties.

7. Return Shipping

Responsibility for return shipping depends on the reason for the return and any applicable consumer protection requirements.

Customer Responsibility

For standard change-of-mind returns, such as deciding that a bag does not suit your preferred style, color, size, or personal needs, the customer is generally responsible for the cost of shipping the approved item back to the designated return address, unless we state otherwise.

Customers arranging their own return shipment should:

  • Use a reliable shipping service

  • Package the merchandise securely

  • Include the requested return information

  • Retain the shipping receipt

  • Keep the tracking number

  • Follow the instructions provided with return authorization

We recommend using a tracked shipping service because it provides evidence of shipment and may assist with resolving delivery inquiries.

Where the customer is responsible for the return shipment, costs charged by the selected carrier will ordinarily be the customer's responsibility.

zelvqo Responsibility

If a return is required because we supplied an incorrect product, an item arrived damaged, or the merchandise has a verified defect covered by applicable law or our policy, zelvqo will provide an appropriate return solution.

Depending on the circumstances, this may involve arranging a return label, reimbursing reasonable authorized shipping costs, providing an alternative resolution, or taking other steps required by law.

Customers should contact us before purchasing return shipping services when seeking reimbursement.

Unauthorized or unusually expensive shipping arrangements may not qualify for reimbursement beyond the amount required by law or expressly agreed to by our team.

8. Refund Processing

When an authorized return arrives at the designated return facility, the merchandise may be inspected to confirm its condition and verify the return details.

The review may involve checking:

  • The returned product against the original order

  • The item's physical condition

  • Included accessories and components

  • Relevant product tags and packaging

  • The stated reason for the return

  • Compliance with applicable return eligibility requirements

After the review is complete, we will determine whether the refund is approved, whether additional information is required, or whether another resolution is appropriate.

If the return is approved, the refund will generally be issued through the original payment method used for the purchase, subject to payment provider rules and applicable law.

We may communicate with the customer if returned merchandise is materially different from the authorized item or has avoidable damage affecting a standard change-of-mind return.

Any legally permitted refund adjustment will be assessed in accordance with the relevant circumstances and disclosed policy conditions.

No provision in this section limits rights that cannot lawfully be excluded.

9. Refund Timing

After a refund has been approved, the time required for the amount to appear in your account may depend on the original payment method and the financial institutions involved.

Several steps may affect the overall process, including:

  • Receipt of the returned merchandise

  • Return inspection and verification

  • Approval of the refund

  • Submission of the refund transaction

  • Processing by the payment service provider

  • Settlement by your bank or card issuer

Please distinguish between the date a refund is initiated and the date the funds become visible in your account.

Payment providers and banks may apply different processing timelines.

Where applicable law requires a refund to be completed within a specified period, that legal deadline will take precedence.

If you have received a refund confirmation but the funds have not appeared within the expected timeframe, we recommend checking with your payment provider and contacting our support team if further assistance is required.

10. Partial Refunds

In certain circumstances, a partial refund may be considered as an alternative to a full refund, where lawful and appropriate.

Examples may include:

  • A customer voluntarily agreeing to retain an item with a minor issue

  • A mutually agreed adjustment concerning a product's condition

  • An authorized return involving legally permitted deductions for avoidable loss of value

  • A resolution affecting only part of a multi-item order

  • Another situation in which a partial reimbursement is expressly agreed upon

Partial refunds are not automatically applied to all return requests.

Where a partial refund is proposed as a voluntary resolution, the amount and relevant conditions will be explained before the customer accepts the arrangement.

If an item is defective or does not conform to applicable legal requirements, any refund or deduction must respect the customer's statutory remedies.

A customer will not be required to accept a partial refund in place of a remedy that applicable law entitles them to receive.

11. Exchanges

We understand that customers may sometimes prefer a different handbag style, color, or available variation after receiving an order.

If you would like to request an exchange, please contact service@zelvqo.com with your order information and describe the replacement you would prefer.

Exchange availability depends on:

  • The eligibility of the original item

  • The condition of the merchandise

  • Availability of the requested replacement

  • Applicable shipping arrangements

  • Any relevant price difference

  • The circumstances of the exchange request

For ordinary preference-based exchanges, customers may be responsible for applicable return and replacement shipping charges, subject to the terms communicated before the exchange is arranged.

If a replacement is required because the original merchandise was defective, damaged, or incorrect, the applicable resolution will be handled in accordance with this policy and relevant consumer protection laws.

If a direct exchange cannot be arranged, we may offer the option of returning an eligible product and placing a separate order for the preferred item.

Please do not send a product back for exchange without receiving instructions.

12. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after completing your purchase.

We will review the order's current processing status and determine whether cancellation can still be arranged.

Orders may move through several stages, including:

  • Payment verification

  • Order confirmation

  • Inventory allocation

  • Preparation and packaging

  • Fulfillment processing

  • Carrier handover

  • Shipment and delivery

Cancellation requests are more likely to be accommodated before the merchandise enters advanced fulfillment or shipping procedures.

However, we cannot guarantee that every cancellation request can be completed.

Once an order has been dispatched, it may no longer be possible to stop the shipment or cancel the transaction through the original checkout process.

In those circumstances, customers may need to follow the applicable return procedure after delivery.

If a cancellation is approved before dispatch, any payment refund will be handled according to the relevant payment processing procedures and applicable legal requirements.

13. Refused or Unclaimed Packages

Customers are responsible for providing accurate and complete delivery information when placing an order.

If a package cannot be delivered or is returned to the sender, we will review the available shipping information and the circumstances involved.

Possible reasons for a failed delivery include:

  • An incorrect or incomplete address

  • Repeated unsuccessful delivery attempts

  • Failure to collect a package from a designated pickup location

  • Refusal of delivery

  • Unresolved delivery restrictions

  • Failure to provide information required by the carrier

  • Other circumstances outside the ordinary delivery process

If an order is returned because of an address error or other circumstance attributable to the customer, additional shipping or handling costs may apply where lawful and properly disclosed.

Any proposed redelivery arrangement or refund adjustment will depend on the status of the package, the costs incurred, and the applicable shipping and return conditions.

If delivery fails because of an error attributable to zelvqo or its fulfillment arrangements, we will review the issue and provide an appropriate resolution consistent with applicable law.

Refusing a package does not necessarily complete a formal return request.

Customers should contact our support team before refusing delivery whenever possible.

14. Lost Return Shipments

If you arrange a return shipment yourself, please keep the shipping receipt and tracking details until the return has been resolved.

Tracking information helps identify the shipping service used, the date the package was dispatched, and its progress toward the designated return destination.

If a return package appears to be delayed or missing, please contact the carrier and notify our support team.

We may ask you to provide:

  • The return authorization details

  • Carrier name

  • Tracking number

  • Shipping receipt

  • Shipment date

  • Any relevant correspondence with the carrier

Where a customer is responsible for arranging return transportation, responsibility for a shipment lost in transit will be determined according to applicable law, carrier terms, and the relevant circumstances.

If zelvqo provides a return label or arranges collection, responsibility for transportation issues will be assessed according to that arrangement and applicable legal requirements.

We encourage customers not to discard shipping documents until their return or refund request has been completed.

15. Promotions and Bundle Purchases

Some zelvqo products may be offered as part of promotional campaigns, multi-item discounts, seasonal sales, or special purchasing arrangements.

Returns involving promotional purchases may require consideration of the conditions that applied when the order was placed.

Examples include:

  • Multi-item promotional purchases

  • Discounted product combinations

  • Buy-more-save-more offers

  • Orders with a minimum spending requirement

  • Purchases using promotional discount codes

  • Orders containing complimentary promotional items

If an eligible return changes the conditions under which an original promotion was applied, the refund may be recalculated where that adjustment was clearly disclosed and is permitted by applicable law.

For example, returning one item from a qualifying multi-item offer may affect the discount associated with the remaining merchandise.

We will not impose an undisclosed promotional deduction that conflicts with applicable consumer rights.

Where a promotional gift must be returned as a condition of a qualifying promotion, that requirement should have been disclosed in the applicable promotional terms.

Please contact our customer service team before returning individual items from a promotional order if you have questions about the possible impact on your refund.

16. Gifts

If you purchased a zelvqo handbag or accessory as a gift, return and exchange requests are generally subject to the same eligibility requirements that apply to other merchandise.

Customers requesting assistance with a gift should provide the original order number or sufficient information to help identify the purchase.

Where a gift recipient wishes to request an exchange, our team may need to verify the transaction and determine whether an appropriate exchange option is available.

Refunds are ordinarily issued to the original payment method rather than directly to a gift recipient, subject to applicable circumstances and legal requirements.

If a purchase was made through a special promotional arrangement or includes multiple items, the relevant promotional terms may also apply.

For privacy and transaction security reasons, certain order or payment details may only be discussed with the original purchaser or another appropriately authorized individual.

Please contact service@zelvqo.com for guidance before returning a gift.

17. Consumer Rights

This Return Policy is intended to explain zelvqo's standard return and refund procedures.

It does not exclude, restrict, or replace any mandatory consumer rights provided under applicable law.

Depending on your location and the circumstances of your purchase, you may have additional rights relating to:

  • Defective or damaged goods

  • Products that do not match their description

  • Incorrectly supplied items

  • Failure to deliver merchandise

  • Statutory cancellation or withdrawal periods

  • Refunds, repairs, or replacements

  • Other remedies required by applicable consumer protection laws

Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

Nothing in this policy is intended to prevent customers from exercising rights that cannot legally be waived or limited.

If you believe that a product or order qualifies for a statutory remedy, please contact our customer service team with the relevant purchase information.

18. Contact Us

If you need help understanding our return requirements, wish to request an exchange, or have questions concerning a refund, our customer service team is available to assist.

Please include your order number, the email address used during checkout, and a clear description of your request.

For damaged, defective, or incorrect items, relevant photographs may help our team review the issue more efficiently.

Company Information

Store Brand: zelvqo

Operating Entity: Guangzhou Ruanmu Technology Co., Ltd.

Registered Address: Room N1612, Floors 1, 3, 4, 7 and 8, Building B, No. 1 Wushan Road, Tianhe District, Guangzhou, Guangdong, China

Customer Service Email: service@zelvqo.com

Customer Service Phone: 020-86867477

Phone Support Hours: 9:00 AM–6:00 PM PDT

Important Return Instructions

Before sending merchandise back, please contact our customer service team and obtain the appropriate return instructions.

Our registered company address is provided for business identification and correspondence. It is not necessarily the address used for returned merchandise.

Please do not send unauthorized packages to our registered address.

Once your request has been reviewed, our team will provide the applicable return destination and instructions.

We aim to handle customer concerns with clear communication and reasonable procedures while respecting the rights provided under applicable law.