Returns Policy

1. Overview

At Zovala Gear, we are committed to delivering high-quality products and exceptional service. We understand that sometimes things don't work out, and we're here to help.

This Returns Policy applies to all orders placed through our website or directly with our team. Please read this policy carefully before returning any items.

2. Custom & Manufacturing Orders

Custom manufactured products are non-returnable and non-refundable unless there is a manufacturing defect or error on our part.

This includes:

• Custom-designed garments and accessories
• Private label products
• Bulk manufacturing orders
• Custom printed items

We strongly recommend ordering samples before committing to full production runs to ensure the product meets your expectations.

3. Sample Orders

• Return Window: Samples may be returned within 14 days of receipt.
• Condition: Samples must be unused, unwashed, and in original condition with all tags attached.
• Restocking Fee: A 15% restocking fee applies to all returned sample orders.
• Return Shipping: You are responsible for return shipping costs unless the item is defective.

Sample orders are intended for quality and fit verification. Please order samples before placing bulk orders.

4. Defective Products

If you receive a product with a manufacturing defect, we will work with you to resolve the issue promptly.

• Notification: You must notify us within 7 days of receiving the defective product.
• Evidence: Please provide photos or videos clearly showing the defect.
• Assessment: Our quality assurance team will assess the issue and determine the appropriate resolution.
• Resolution: We may offer a replacement, repair, or refund at our discretion.
• Return Shipping: We will cover return shipping costs for verified defective products.

Defects do not include minor variations in color, size, or finish that occur during the manufacturing process.

5. Return Eligibility

To be eligible for a return (sample orders only), items must meet the following criteria:

• Returned within 14 days of receipt.
• Unused, unwashed, and undamaged.
• All original tags and labels attached.
• In original packaging where applicable.
• Accompanied by proof of purchase (order number or invoice).

We reserve the right to refuse returns that do not meet these criteria.

6. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Email us at returns@zovalagear.com with your order number and reason for return.
2. Receive Authorization: Our team will provide you with a Return Authorization (RA) number and instructions.
3. Package Your Item: Securely package the item with the RA number clearly marked on the outside.
4. Ship Your Return: Ship the package to the address provided. Use a trackable shipping method.

Returns without a valid RA number will not be accepted.

7. Return Shipping

• Customer Responsibility: You are responsible for return shipping costs for non-defective items.
• Tracking: We strongly recommend using a trackable shipping method as we are not responsible for items lost in transit.
• Insurance: We recommend purchasing shipping insurance for valuable returns.
• International Returns: For international returns, you are responsible for all shipping costs and any customs duties.

8. Refund Processing

Once we receive and inspect your returned item, we will process your refund.

• Processing Time: Refunds are processed within 14 business days of receipt.
• Payment Method: Refunds are issued to the original payment method used for the purchase.
• Deductions: The 15% restocking fee will be deducted from the refund amount for sample returns.
• Shipping Costs: Original shipping costs are non-refundable unless the return is due to a defect or error on our part.

You will receive email confirmation once your refund has been processed. Please allow 3-5 business days for the refund to reflect in your account.

9. Exchanges

For custom manufacturing orders, exchanges are generally not available due to the bespoke nature of the products.

For sample orders, exchanges may be possible subject to availability. Please contact us to check availability and initiate an exchange.

Exchange shipping costs are the responsibility of the customer unless the exchange is due to a defect or error on our part.

10. Cancellations

• Pre-Production: Orders can be cancelled before production begins for a full refund.
• In Production: Once production has commenced, cancellations may be subject to a partial refund (materials and labor costs incurred).
• Post-Production: Orders that have been manufactured cannot be cancelled.
• Sample Orders: Sample orders can be cancelled before dispatch for a full refund.

Please contact us as soon as possible if you need to cancel an order.

11. Contact Us

If you have any questions, concerns, or need assistance with a return, please don't hesitate to contact us:

Our team is available Monday to Friday, 9:00 AM - 6:00 PM GMT.