Last Updated: July 2026
At Zivara, we want every purchase to feel special. We carefully prepare and inspect each order before dispatch, but we understand that sometimes a return may be necessary.
This Refund & Return Policy explains the conditions for requesting a return, exchange, or refund for products purchased through the Zivara online store.
You may request a return within 7 days of receiving your order.
To be eligible for a return, the product must be:
Products that do not meet these conditions may not be accepted for return unless they were received faulty, damaged, or incorrect.
To begin a return request, please contact Zivara Customer Care within the applicable return period.
Email: info@zivara.com
Please include:
Our team will review your request and provide return instructions where approved.
Please do not send products back without first contacting us. Unauthorized returns may be delayed or may not be accepted.
Signature Abayas may be eligible for return where they meet all return conditions.
Returned abayas must be:
An abaya that has been tailored, altered, worn, washed, or damaged after delivery may not qualify for return unless required by applicable law.
Eligible jewelry may be returned only when:
For hygiene reasons, certain jewelry items may be excluded from change-of-mind returns once opened or tried on.
This may include:
This exclusion does not apply where applicable law provides rights concerning faulty, defective, misdescribed, or incorrect goods.
Designer Print products may be eligible for return when they are standard, non-personalized products and meet the general return conditions.
Products may not qualify for a change-of-mind return where they are:
Where a customized item arrives damaged, defective, incorrect, or materially different from the confirmed order, please contact us promptly.
Unless faulty, damaged, incorrect, or otherwise covered by applicable legal rights, the following items may not be eligible for return:
Any exclusion will be applied subject to applicable consumer protection requirements.
Please inspect your order as soon as possible after delivery.
Contact us promptly if your item arrives:
Please provide your order number and clear photographs of the issue.
Where a claim is confirmed, Zivara may provide an appropriate solution such as:
Sri Lanka’s Consumer Affairs Authority Act provides a framework for consumer protection, and the Authority’s official materials describe complaint and redress mechanisms that can involve replacement, refund, or compensation in appropriate cases.
If you receive a product different from the one ordered, please contact us promptly.
Please include:
Once verified, we will provide instructions for the next step.
Where available, eligible products may be exchanged for:
All exchanges are subject to:
If the requested replacement is unavailable, we may offer another appropriate option or a refund where applicable.
For eligible Signature Abayas, customers may request a size exchange within the stated return period.
The item must remain:
Size exchanges are subject to stock availability.
Once an approved return is received, we will inspect the product.
Where the return is accepted, the customer will be notified and the approved refund will be processed using an appropriate method.
Where possible, refunds may be returned to the original payment method used for the purchase.
Processing times may vary depending on:
Any initial shipping fees or other non-refundable charges will be handled according to the circumstances of the order and applicable law.
Where a customer returns an eligible item because they:
the customer may be responsible for return shipping costs.
Where Zivara confirms that a product was:
Zivara will determine an appropriate return or resolution process.
Original delivery charges may not be refundable for approved change-of-mind returns.
However, where an order is confirmed to have been faulty, damaged, incorrectly supplied, or otherwise subject to legal remedies, the resolution will be handled according to the circumstances and applicable requirements.
Sale items may be eligible for return only where specifically permitted under the conditions stated at the time of purchase.
Products clearly marked as:
Final Sale
may not qualify for a change-of-mind return.
However, a “Final Sale” label should not be interpreted as removing rights that customers may have under applicable consumer law. Sri Lanka’s Consumer Affairs Authority is the official body responsible for consumer protection and complaint mechanisms under the relevant statutory framework.
Where a returned product was purchased using:
any approved refund will generally be based on the actual amount paid for the returned product rather than its original undiscounted price.
Where returning part of a promotional bundle changes eligibility for the original promotion, the refund calculation may be adjusted accordingly, subject to applicable requirements.
Where an item was purchased as a gift, any approved refund may ordinarily be processed according to the original transaction and payment method.
Please contact our customer care team to discuss available options.
Customers should package return items securely to help prevent damage during transit.
We recommend:
Zivara cannot assess a return until the returned product has been received.
Where a customer independently arranges a return shipment, responsibility for the parcel during return transit may depend on the selected courier method and circumstances.
We strongly recommend keeping:
To request cancellation of an order, please contact us as soon as possible.
We may be able to cancel the order if it has not yet entered:
Once an order has been dispatched, it may need to follow the standard returns process.
Customized or made-to-order products may not be cancellable once production has begun.
Where an order is:
additional delivery or return costs may apply before a refund or redelivery is processed.
Any approved refund may be adjusted for legitimate non-refundable costs where permitted.
We reserve the right to review return activity where there is reasonable evidence of:
Any action taken will remain subject to applicable law and legitimate consumer rights.
Nothing in this Refund & Return Policy is intended to remove, restrict, or override rights or remedies available under applicable consumer protection law.
For Sri Lankan consumers, the Consumer Affairs Authority provides an official complaints process, and the Consumer Affairs Authority Act No. 9 of 2003 establishes the national consumer-protection framework.
For return, exchange, or refund assistance, please contact:
Zivara Customer Care
Email: info@zivara.org
We aim to respond to customer care inquiries as soon as possible.
