Return & Complaint

1. Introduction

This Return and Complaint Policy explains how customers can exercise their right of withdrawal, initiate product returns, and file complaints for purchases made through the ZOLVEi platform ("the Platform").

ZOLVEi acts as an intermediary and is not the seller of the products listed on the Platform. All returns and complaints are handled by the responsible Partner (manufacturer or logistics provider), in accordance with EU consumer protection laws.

2. Right of Withdrawal (14-Day Return)

Consumers may withdraw from a purchase within 14 days of receiving the product.

Product must be returned in unused, original condition.
Custom-made or opened/installed items may not be eligible.
Returns are processed by the Partner; shipping by logistics partner.
Return fees may apply depending on location and product type.

3. How to Return a Product

Contact ZOLVEi Customer Service to initiate a return. Instructions and return address will be provided by the Partner.

Tracked delivery methods must be used. Customer covers return cost unless defective.

4. Damaged or Lost Shipments

For damaged/lost shipments, contact ZOLVEi Customer Service immediately. ZOLVEi will coordinate with the Partner to resolve the matter fairly and promptly.

5. Complaints (Defective or Damaged Products)

To file a complaint, contact support@zolvei.com and include:

Order number
Description of the issue
Photos of damage
Serial number (if applicable)

6. Partner Responsibility

Each Partner is responsible for product condition, warranty, and return decisions. ZOLVEi does not inspect or store any items.

7. Refunds

Refunds are issued via the original payment method once the Partner has accepted the return. Processing time is typically 7–14 business days.

8. Exceptions

Custom-made goods
Sealed items that are opened
Fully completed services (e.g. installations)

9. Return Handling and Refunds

Customers cover return shipping in case of voluntary withdrawal. ZOLVEi may withhold Partner payment until the matter is resolved. ZOLVEi is not responsible for loss/damage during return transit.

10. Contact Information

For return or complaint matters, contact our support team at:
Email: support@zolvei.com