Shipping costs are calculated based on the delivery address, product(s) ordered, and applicable delivery requirements.
Customers will be informed of the applicable shipping charges before confirming and paying for their order. EU rules require the total price, including applicable delivery charges, to be disclosed before the customer completes the purchase.
For delivery locations or products where shipping cannot be automatically calculated during checkout, the customer will be informed that a shipping quotation is required.
In these cases, ZIVA Sales will contact the customer to confirm the applicable delivery cost. The final order will only be confirmed once the customer has been informed of and accepted the total price, including shipping.
Delivery times will be communicated during the ordering process or after the shipping arrangements have been confirmed. Unless otherwise agreed with the customer, orders will be delivered within 30 days of the order being confirmed.
ZIVA is responsible for the goods during transportation until they are delivered to the customer.
If you wish to cancel an order, please contact ZIVA through the Contact Us channel as soon as possible.
Orders that have not yet been dispatched may be cancelled, subject to the status of the order.
ZIVA aims to process cancellation requests received within 24 hours of the order being placed, where possible.
If the order has already been dispatched, ZIVA may no longer be able to stop the shipment. However, this does not affect the customer's applicable statutory right of withdrawal or return described below.
Customers purchasing online as consumers generally have the right to withdraw from their purchase within 14 days after receiving the goods, without providing a reason.
To exercise this right, the customer must notify ZIVA through the Contact Us channel within the 14-day withdrawal period.
After notifying ZIVA, the customer must return the goods in accordance with the return instructions provided by ZIVA.
Unless ZIVA agrees otherwise, the customer is responsible for the cost of returning goods when exercising the right of withdrawal, provided the customer was informed of this responsibility before purchase.
For products that cannot normally be returned by regular post, including large or heavy fitness equipment, the estimated cost of returning the product must be communicated to the customer before the purchase is completed.
UK customers purchasing online generally have the right to notify ZIVA that they wish to cancel their purchase within 14 days after receiving their goods, without providing a reason.
After notifying ZIVA, customers generally have an additional 14 days to return the goods.
Return instructions will be provided by ZIVA after the return request has been submitted through the Contact Us channel.
Returned products should be handled only as reasonably necessary to inspect their nature, characteristics and functionality, similar to how they could be inspected in a physical store.
ZIVA may reduce the refund where permitted by applicable law if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to inspect it.
Products should be returned securely packaged and, where reasonably possible, with their original packaging, accessories, manuals and included components.
Requiring original packaging as an absolute condition of the statutory return should be avoided unless legally permitted.
Any item that is incomplete, used, damaged or not in its original packaging may be denied a full or partial refund.
There may be a discretionary 15% restocking fee for any item that is used and not in its original condition, not returned in its original packaging or returned incomplete. Any restocking fee that is deducted from your refund will be notified to you prior to us approving the return and making a refund.
For returns resulting from a customer changing their mind under the statutory withdrawal period, the customer will be responsible for the return shipping cost where they were clearly informed of this before completing the purchase.
For large, heavy or freight-delivered equipment, ZIVA will provide or display an estimate of the return transportation cost before purchase where required by applicable law.
If a product is faulty, damaged, defective or incorrectly supplied, ZIVA will be responsible for reasonable return shipping costs in accordance with applicable consumer law.
EU
When a valid right of withdrawal is exercised, ZIVA will refund the payments received from the customer, including the cost of the standard delivery option where applicable.
If the customer selected a delivery service more expensive than ZIVA's standard delivery option, ZIVA is not required to refund the additional premium delivery cost.
Refunds will generally be issued within 14 days after ZIVA is informed of the customer's decision to withdraw. ZIVA may withhold the refund until the goods have been received back or the customer provides evidence that the goods have been returned, where permitted by law.
UK
For UK returns under the statutory cancellation right, refunds will generally be processed within 14 days of receiving the returned goods.
Standard outbound delivery costs will also be refunded where applicable. Additional costs resulting from the customer choosing a more expensive delivery service do not have to be refunded.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
If a product arrives damaged, is faulty, does not match the product ordered, or does not conform to the applicable product description, please contact ZIVA through the Contact Us channel as soon as possible.
Customers should provide the order number and, where appropriate, photographs or other information that helps ZIVA assess the issue.
Statutory rights relating to defective or non-conforming products are separate from the 14-day change-of-mind return right and are not affected by this policy. EU consumers have additional legal protections for faulty or non-conforming goods.
ZIVA will arrange the appropriate solution in accordance with applicable law, which may include repair, replacement, price reduction or refund.
Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including, for example, products that are made to the customer's specifications or clearly personalized.
Any applicable exclusion will be clearly communicated to the customer before the purchase is completed.
To request an order cancellation, withdrawal or return, please use the Contact Us option available on the ZIVA website.
Please provide:
ZIVA will review the request and provide the applicable cancellation, return and shipping instructions.