Refund policy
Return & Refund Policy
Thank you for shopping with okzivo.
This Return & Refund Policy explains the conditions and procedures applicable to returns, refunds, exchanges, damaged or defective products, incorrect products, and order cancellations for purchases made through https://okzivo.com.
Our primary sales market is the United States.
Store Information
Store Name: okzivo
Website: https://okzivo.com
Email: hello@okzivo.com
Phone: +44 7553 443765
Business Address:
11 Bramble Close
Maidstone, ME17 4UA
United Kingdom
Return Address:
11 Bramble Close
Maidstone, ME17 4UA
United Kingdom
Return Window
Customers may request an eligible return within 30 business days after receiving the product.
The return period begins on the date the applicable shipping carrier records the order as delivered.
Customers must contact us within this 30-business-day period to initiate a return.
Return requests submitted after the applicable return period may not be accepted unless otherwise required by applicable law.
How to Request a Return
To request a return, please contact:
Please provide:
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Your order number;
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Your full name;
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The email address associated with the order;
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The product you wish to return;
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The reason for the return;
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Photographs where the product is damaged, defective, incorrect, incomplete, or materially different from what was ordered.
Please wait for our return instructions before sending any product back.
Products returned without following the provided return instructions may experience processing delays.
General Return Eligibility
For a standard return, products should generally:
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Be requested for return within 30 business days after delivery;
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Be unused or only reasonably inspected;
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Be clean;
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Be in substantially original condition;
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Be free from customer-caused damage;
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Include all supplied components and accessories;
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Include original packaging where reasonably possible.
Bedding
Bedding products should generally be returned unused, unwashed, clean, and in substantially original condition.
Products that have been:
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Used for sleeping;
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Washed;
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Stained;
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Damaged;
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Altered;
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Exposed to strong odors
may not qualify for a standard change-of-mind return.
This does not affect customer rights relating to defective, damaged, incorrect, or materially misdescribed products.
Duvets
Duvets should generally be returned unused, unwashed, and clean.
Customers should review the product dimensions, filling information, materials, and care instructions stated on the relevant product page before purchasing.
We do not make allergy-prevention, medical, therapeutic, or health claims unless specifically supported and expressly stated for the applicable product.
Duvet Covers
Duvet covers should generally be returned unused, unwashed, clean, and free from customer-caused stains or damage.
Customers should review product dimensions before ordering to ensure compatibility with their duvet.
Pillows
Pillows should generally be returned unused, clean, and in substantially original condition for a standard change-of-mind return.
Because pillows are personal-use bedding products, items showing substantial use, staining, washing, or customer-caused contamination may not qualify for a standard change-of-mind return.
This does not limit rights relating to defective products.
Children's Bedding
Children's bedding should generally be returned unused, unwashed, clean, and complete.
Customers should review all available information regarding:
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Product dimensions;
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Materials;
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Intended use;
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Care instructions;
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Any age or safety information expressly stated on the product page.
We do not represent children's bedding as medically approved, hypoallergenic, organic, non-toxic, or certified to a particular standard unless the relevant product documentation supports such a claim.
Bathroom Products
Bathroom products should generally be returned unused, clean, and in substantially original condition.
Textile bathroom products should generally be unwashed and free from:
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Stains;
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Odors;
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Moisture-related damage caused after delivery;
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Customer-caused damage.
Hygiene and Product Condition
Some bedding and personal-use products may become unsuitable for a standard change-of-mind return after substantial use for hygiene reasons.
Any such restriction does not affect mandatory consumer rights concerning defective, damaged, incorrect, or materially misdescribed products.
Change-of-Mind Returns
Eligible customers may request a return for reasons including:
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Change of mind;
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Product no longer required;
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Incorrect customer selection;
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Size concerns;
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Color or design preference.
The product must still satisfy the applicable return eligibility requirements.
Damaged, Defective or Incorrect Products
Please contact us promptly if you receive:
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A damaged product;
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A defective product;
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An incorrect item;
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An incomplete order;
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A product with missing components;
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A product materially different from what was ordered.
We may request photographs, packaging images, or other reasonable supporting information.
Where the issue is confirmed to have resulted from our error or a product defect, we will provide an appropriate remedy.
Return Shipping Costs
For confirmed damaged, defective, incorrect, or incomplete products resulting from our error, okzivo will cover reasonable return shipping costs where applicable.
For eligible returns based on change of mind, personal preference, size selection, incorrect customer selection, or another reason not caused by our error, the customer is generally responsible for return shipping costs unless applicable law requires otherwise.
The applicable return shipping arrangement will be communicated before the product is returned.
Return Method
Unless another approved return destination is provided, eligible returns should be sent to:
okzivo
11 Bramble Close
Maidstone, ME17 4UA
United Kingdom
Customers must contact us before sending any product back.
Where reasonably available, we recommend using a trackable shipping method and retaining proof of shipment.
Return Inspection
After receiving a returned product, we may inspect:
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Product condition;
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Packaging;
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Evidence of use;
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Evidence of washing;
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Stains or damage;
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Included components;
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Return eligibility.
We will notify the customer after the returned product has been reviewed.
Refund Method
Approved refunds will be returned to the original payment method used for the purchase.
We do not normally substitute store credit for an approved monetary refund unless the customer expressly agrees.
Refund Processing Time
Once a refund has been approved, okzivo will process the approved refund within 7 business days.
The approved refund will be returned through the original payment channel used for the purchase.
After we issue the refund, the customer's bank, card issuer, or payment provider may require additional processing time before the funds appear in the customer's account.
Refund Amount
An approved refund will ordinarily include the eligible purchase amount of the returned product.
Any additional refundable amount will depend on the circumstances of the return and applicable law.
Exchanges
Customers wishing to request an exchange should contact:
Exchange availability depends on inventory.
If an exchange cannot be provided, an eligible customer may return the original product and place a new order.
Order Cancellation
Customers wishing to cancel an order should contact us as soon as possible.
We will make reasonable efforts to cancel eligible orders before fulfillment begins.
Once an order has entered fulfillment or shipped, cancellation may no longer be possible. Customers may instead follow the applicable return procedure after delivery.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude or restrict mandatory consumer rights that cannot legally be waived.
Contact Us
okzivo
Email: hello@okzivo.com
Phone: +44 7553 443765
11 Bramble Close
Maidstone, ME17 4UA
United Kingdom
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