Refund policy

Last Updated: May 08, 2026

At Zaevia, we aim to provide a clear and transparent return and refund process. If you are not satisfied with your purchase, the following policy outlines how returns and refunds are handled.

1. Return Window

We accept return requests within 30 days of delivery, based on the date the order was marked as delivered to the shipping address.

2. Cancellation Window

Orders may be cancelled within 24 hours of placement, provided the order has not yet been fulfilled or shipped.

To request a cancellation, email info@zaevia.com with your Order Number as soon as possible.

* If your cancellation request is approved before shipment, a full refund will be issued to your original payment method.

* If the order has not yet been dispatched, we will cancel it and issue a full refund.

* If the order has already been fulfilled or shipped by the time of your request, it cannot be cancelled. Please refer to our Return Window above once your order arrives.

3. Return Eligibility & Condition

Eligible Returns

Returns are accepted for:

Defective or damaged products
Non-defective products due to change of mind

Condition Requirements

To qualify for a return or refund, items must:

Be new or slightly used
Be returned in original condition
Include original packaging and all original parts, accessories, and documentation

Items that show excessive use, installation, or alteration beyond normal inspection or light handling may not be eligible for return.

4. Return Shipping & Fees

Return Methods

Returns are processed by mail.

Return Shipping Costs

Customer Responsibility: For returns due to a change of mind or an unwanted item, the customer is responsible for all return shipping costs.
Zaevia’s Responsibility: If you receive a defective, damaged, or incorrect item, Zaevia will reimburse the shipping costs. We are committed to ensuring your curated selection arrives exactly as intended.

Return Labels

Return shipping labels are not provided.

Restocking Fees

We do not charge restocking or processing fees.

5. Refund Process & Timelines

Inspection

Once a return is received, it will be reviewed to confirm eligibility.

Refund Issuance

Approved refunds are issued to the original payment method used at checkout.

Refund Timing

After issuance, refunds may take 5 to 7 business days to appear, depending on your financial institution.

Currency

All refunds are processed in Canadian Dollars (CAD).

6. Exchanges

We accept exchanges for alternative colors or styles, subject to availability.
To request an exchange, please contact info@zaevia.com.
Customers are responsible for shipping the original item back to Zaevia.

7. How to Initiate a Return

Email info@zaevia.com with your Order Number and reason for return
Our team will provide return instructions and the return address
Securely package the item and ship it using a carrier of your choice (e.g., Canada Post, UPS, FedEx)
Easy Returns: Our support team is here to walk you through every step of your return.

Further Inquiries

If you have any other questions, please visit our FAQ page or contact our customer support team.

Zaevia values every customer’s experience. If there are any questions or concerns, do not hesitate to contact us. We are here to help.

You can reach us directly at info@zaevia.com, and we will respond during business hours.

We reserve the right to update this Refund Policy at any time. Any changes will be reflected on this page with a revised Last Updated date. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acceptance of the updated policy.

Contact Information

Store Name: Zaevia
Store Address: 2254 Maclennan Dr, Oakville, Ontario, L6H 5K1, Canada
Store Email: info@zaevia.com
Store Phone: +1 (905) 581-7709
Customer Service Hours: Monday to Friday (9 AM to 5 PM EST); Closed on Saturdays and Sundays

We aim to respond to return and refund inquiries within 1 to 2 business days during regular business hours. Inquiries received on weekends or public holidays will be addressed on the next business day.