Politique de remboursement
Voilà la politique de retour complète et adaptée pour Zivaro :
RETURN & REFUND POLICY
In accordance with EU Directive 2011/83/EU, the Omnibus Directive 2022/2161 and Swiss Federal Law on Distance Selling
Last updated: June 2026
Right of Withdrawal — 14 Days (European Union Customers)
In accordance with the European Consumer Rights Directive, you have 14 calendar days from the physical receipt of your order to exercise your right of withdrawal, without having to provide any justification.
If your order contains multiple items delivered separately, the 14-day period begins from the receipt of the last item.
How to Exercise Your Right of Withdrawal
Send an email to support@zivaro.ch with the following information:
- Your full name
- Your order number
- The item(s) concerned
- A clear statement of your wish to withdraw
We will acknowledge receipt of your request by email within 48 hours.
Returning Your Product
After notifying us of your withdrawal, you have 14 additional days to return the product.
The product must be:
- In its original condition (unused, unworn, unwashed)
- In its original packaging if possible
- Accompanied by all accessories and tags
Return shipping costs are the responsibility of the customer, except in cases of defective or non-conforming products.
Refunds
We will process a full refund (product price + initial shipping costs) within 14 days of receiving the returned product, via the same payment method used at the time of purchase.
In accordance with the Omnibus Directive (2022/2161), the refund may be withheld until actual receipt of the product or until proof of shipment is provided.
Defective or Non-Conforming Product
If your product is defective or does not match your order:
- Contact us at support@zivaro.ch within 30 days of receiving your order
- Attach clear photos of the issue
- We will offer you the choice of a replacement or a full refund, with return shipping costs covered by Zivaro Hair
Legal Guarantee of Conformity — 2 Years
In accordance with European Directive 2019/771, all our products benefit from a 2-year legal guarantee of conformity from the date of delivery. This guarantee covers any lack of conformity existing at the time of delivery.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Products unsealed after delivery that cannot be returned for hygiene reasons
- Wigs or hair extensions that have been worn, washed, cut, colored or altered in any way
- Products made to order or customized to your specific request
- Items purchased during a final sale explicitly marked as non-refundable
Important Notice Regarding Hair Products
For hygiene and safety reasons, all wigs and hair extensions are subject to strict return conditions. Any product showing signs of use, installation, washing or styling will be automatically rejected and returned to the customer at their expense.
Zivaro — support@zivaro.ch