CUSTOMER CARE
Returns & Refunds
Our policy reflects the hygiene requirements of intimate personal-use products while providing a clear process when something is wrong.
Order cancellations
You may request a cancellation within 2 days of placing the order, provided the order has not already shipped. If the cancellation is accepted before shipment, the order is refunded in full to the original payment method.
Unopened returns
Unused, unopened products with the original hygiene seal and packaging intact may be returned within 30 days of delivery. Contact us first to obtain return authorization and the correct return address before sending anything back.
Opened or used intimate products
For health and hygiene reasons, adult or intimate personal-use products cannot be returned or exchanged after they have been opened, unsealed or used, except where the item is confirmed to be damaged, defective or incorrect.
Damaged, defective or incorrect items
Contact us promptly, preferably within 7 days of delivery, with your order number and clear photos or a short video showing the issue. After review, an eligible case may be resolved with a replacement or a full refund. We do not require a defective or incorrect intimate item to be mailed back when support confirms that a return is unnecessary. Your rights for defective goods under applicable law are not limited by this request.
Return shipping
For an approved return based on personal preference, the customer is responsible for return shipping and should use a reliable tracked service. For cross-border returns, including from Canada, please obtain the correct return address and customs instructions from support before dispatch. If we sent the wrong item or confirm a seller-side error, ZazaVibe covers the applicable return or replacement shipping.
Refund timing
Once an approved return is received and inspected, the refund is issued to the original payment method. Please allow approximately 3–7 business days for the refund to appear after processing, depending on your payment provider or bank.
Consumer rights
Nothing in this policy removes rights or remedies that cannot be excluded under the consumer-protection laws applicable to your order.
Start with support
Do not send a return to our registered business address. Contact us first for a return authorization (RMA) and the correct warehouse return instructions.
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