Business Information & Contact

Return & Refund Policy

At Zomelvia™, we want you to feel confident when purchasing products for your home coffee space.

This Return & Refund Policy explains when a product may be returned, how to submit a return request, who is responsible for return shipping costs, and how approved refunds are processed.

Zomelvia™ is owned and operated by Hangzhou Xingtengchuang Network Technology Service Co., Ltd.

1. 30-Day Return Window

Eligible products may be returned within 30 calendar days after delivery.

To request a return, please contact us within this 30-day period.

Return requests submitted after the applicable return window may not be eligible for approval.

2. Return Eligibility

To qualify for a standard return, the product should generally be:

• Unused and in the same condition in which it was received
• Free from damage caused after delivery
• Complete with all included parts, accessories, manuals, and components
• Returned in its original packaging where reasonably possible
• Accompanied by the order number or other proof of purchase

We may request photographs or videos before approving a return, particularly when the request involves damage, defects, missing parts, or an incorrect item.

Normal inspection of a product after delivery does not by itself prevent a customer from requesting a return, provided the item otherwise meets the applicable return conditions.

3. How to Request a Return

Before sending any product back, please contact our customer support team at: service@zomelvia.com

Please provide:

• Your order number
• The item you would like to return
• The reason for the return
• Relevant photographs or videos, where applicable
• Any other information reasonably required to review the request

Our customer support team will review your request and provide the appropriate return instructions if it is approved.

Please do not send a product back without first receiving return authorization and instructions from us.

Unauthorized returns may result in delays or may not be accepted.

4. Return Address

Please do not send returns to our business registration address unless our customer support team specifically instructs you to do so.

Our business address is used for company identification and customer contact purposes and may not be the location that processes product returns.

After your return request is approved, our customer support team will provide:

• The appropriate return warehouse address
• Packaging instructions where applicable
• Any required return reference information
• Shipping instructions relevant to your return

Please use only the return address supplied for your approved return request.

5. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return.

Preference-Based Returns

For returns requested because of reasons such as:

• Change of mind
• No longer wanting the product
• Ordering the wrong size or model
• Personal preference

the customer is generally responsible for the cost of return shipping.

Original shipping charges paid at checkout are generally not refundable for preference-based returns, unless required otherwise by applicable law.

Damaged, Defective, Incorrect, or Misdescribed Items

If your order arrives damaged, defective, incorrect, missing essential components, or materially different from the product description, please contact us as soon as possible.

Where the issue is confirmed to be our responsibility, Zomelvia™ will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

Customers will not be required to bear return shipping costs for confirmed merchant or fulfillment errors.

6. Damaged or Defective Products

Please inspect your order after delivery.

If you notice visible damage, a defect, or another significant issue, we recommend contacting us within 72 hours of delivery where reasonably possible so that we can review the situation promptly.

Please provide:

• Your order number
• A clear description of the problem
• Photographs or videos showing the issue
• Images of the outer packaging where relevant

The 72-hour notification recommendation is intended to help us investigate shipping-related damage efficiently and does not automatically eliminate other rights that may apply under this policy or applicable law.

7. Incorrect or Missing Items

If you receive a product different from the one you ordered, or if an essential component is missing from your package, please contact us at: service@zomelvia.com

Include your order number and clear photographs of the item and packaging.

Once the issue is verified, we will arrange an appropriate solution, which may include a replacement, shipment of the missing component, return, or refund at no additional cost to you.

8. Items That May Not Be Eligible for Return

Certain products may have limited return eligibility where clearly indicated.

Examples may include:

• Custom-made or personalized products
• Gift cards
• Products damaged through misuse, improper assembly, modification, or accidental damage after delivery
• Products returned with substantial missing parts or accessories

If a product has special return restrictions, those restrictions should be disclosed on the relevant product page or before purchase where applicable.

If you are unsure whether your item is eligible, please contact us before returning it.

9. Exchanges

We generally handle exchanges by processing the original item through the return procedure.

If you would like a different product, size, configuration, or replacement item, please contact our support team first.

Depending on the situation, we may:

• Arrange a replacement directly, or
• Ask you to return the original product and place a new order after the return has been approved

For damaged, defective, or incorrect products, replacement arrangements will be handled according to the issue and will not require the customer to pay additional return costs when the problem is confirmed to be our responsibility.

10. European Union Orders

For eligible orders delivered to consumers in the European Union, applicable consumer protection laws may provide a 14-day right of withdrawal for certain distance purchases.

Where this right applies, the withdrawal period generally begins after the customer receives the goods.

Certain products or circumstances may be excluded from statutory withdrawal rights under applicable law.

Nothing in this section is intended to reduce consumer rights that cannot lawfully be excluded or limited.

Our standard 30-day return policy may provide additional time beyond the statutory withdrawal period for eligible products.

11. Refund Review

Once an authorized return is received, we will inspect the product and review whether the return satisfies the applicable conditions.

We will notify you after the review is completed.

If your refund is approved, it will be issued to the original payment method used for the purchase.

We do not normally issue refunds to a different card, bank account, or payment method.

12. Refund Processing Time

Approved refunds are generally issued to the original payment method within:

5–10 business days after the returned item has been received and inspected.

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional time to display the funds in your account.

This additional posting time is controlled by the financial institution or payment provider and may vary.

If more than 15 business days have passed after we confirm that your refund was approved and you still have not received it, please contact: service@zomelvia.com

13. Order Cancellations Before Shipment

If you need to cancel an order before shipment, please contact us as soon as possible and preferably within:

12 hours of placing the order

Cancellation requests should be sent to: service@zomelvia.com

Please include your order number.

We will make reasonable efforts to assist, but cancellation cannot be guaranteed once the order has entered fulfillment or has already been dispatched.

Once an order has shipped, the applicable return process will normally apply.

14. Original Shipping Charges

For preference-based returns, the original shipping fee paid at checkout is generally non-refundable.

If the return results from a confirmed damaged, defective, incorrect, or materially misdescribed item, we will provide an appropriate solution without placing the cost of our error on the customer.

Any refund required by applicable law will be handled in accordance with those requirements.

15. Refunds for Lost Packages

If a shipment is confirmed lost in transit following investigation with the relevant carrier or fulfillment partner, Zomelvia™ will provide an appropriate replacement or refund solution at no additional cost to the customer.

Please contact us with your order number if you believe your shipment has been lost.

For additional shipping information, please refer to our Shipping Policy.

16. Contact Us About a Return or Refund

If you have questions about returns, replacements, damaged products, or refunds, please contact us before sending any product back.

Important: Please do not send returns directly to the business address above unless our customer support team specifically instructs you to do so. An approved return will include the appropriate return warehouse address and return instructions.