Refund policy

1. Cancellation Policy:

Orders can only be cancelled before shipping. The buyer need to contact us by emailing zivacocosales@outlook.com first for the reason. After consideration and approval of cancellation, our sales manager will arrange the cancellation in 2 working days.

All already shipped-out orders can unfortunately not be cancelled.

2. Return Policy:

What to do if my item is defective?
First of all, please allow us to apologize that the item is defective! We we will actively deal with such incidents, but we also need your help in order to process the return.

Here is the process to follow, should an item you've received be defective:

1) If the item is defective, please notify us within 3 days of delivery by emailing us at zivacocosales@outlook.com.

2) Please take a picture of the item that is defective, and send the pictures to us by email at zivacocosales@outlook.com, so that we could submit them to our supplier. After our supplier has checked and agree, we will process a refund.

3) If we could not identify any problems using the photographs, all items must be returned in their original condition in order to qualify for a refund or exchange of goods. The buyer is responsible for all shipping costs incurred. But in order to compensate for your loss, after careful assessment and consideration, we'll be able offer store credit.

If a return is needed due to reasons such as not liking the product, the customer will need to bear the return shipping cost. We will process a refund after we receive the goods and confirm their condition. 

3. Refund Policy:

All money will be refunded in 2 working days after the order is cancelled & returned package is delivered.

If the buyer paid by Paypal, the money will refund in 2 working days. If the buyer has paid with credit card or bank transfer, it take 3-15 days business dayse for the bank to porcess the international refund. Your understanding and patience will be highly appreciated.