Return window.

Eligible return requests may be submitted within 180 days after confirmed delivery.

How to start a return.

Before sending anything back, contact customer support. Provide the order information and explain the reason for the return request.

Return review.

Return requests may be reviewed based on the circumstances of the order and the reason for the request.

Return condition.

Where relevant, items should remain in a condition that allows the request to be reasonably reviewed.

Depending on the issue, support may request:

• Order information.
• Product photographs.
• Packaging photographs.
• A description of the issue.

Damaged bags, baskets and carrying accessories.

If a saddle bag, frame bag, handlebar bag, rack bag, basket or related mounting component arrives damaged, contact customer support.

Damaged saddles, grips or pedals.

If a saddle, grip set or pedal set arrives damaged or with an apparent product defect, contact customer support.

Damaged pumps, tools or cleaning products.

If a pump, multi-tool, cleaning brush set or another maintenance accessory arrives damaged, contact customer support.

Incorrect product.

If the product received does not match the ordered item, contact customer support and identify both products.

Incomplete shipment.

If part of an order appears missing, review available tracking information first, as some orders may arrive separately.

Compatibility and fit concerns.

Customers should review available dimensions and compatibility information before purchase.

A fit difference caused by bicycle geometry, handlebar dimensions, rack configuration or mounting arrangement does not automatically mean the product is defective.

Comfort differences.

Saddle, grip and pedal comfort may vary by rider, bike setup, riding position and route conditions.

Personal comfort preference does not necessarily indicate a product defect.

Authorized return costs.

For eligible authorized returns involving damaged, defective, incorrect or incomplete items, a prepaid return method or approved reimbursement may be provided where applicable.

Business address is not automatically a return address.

The business address displayed on zervelna.com is provided for company identification and should not automatically be treated as a return destination.

Unapproved returns.

Do not send products back without first contacting customer support. A return sent to an incorrect or unapproved destination may be delayed or may not be processed correctly.

Refund approval.

Once a return or other refund request has been reviewed and approved, refund processing can begin.

Refund processing time.

Approved refunds are generally processed within 5–10 business days after approval.

Original payment method.

Approved refunds are generally issued to the original payment method used for the order.

Payment-provider posting time.

After a refund is processed, the customer's bank, card issuer or payment provider may require additional time before the refund becomes visible.

Exchanges.

Where appropriate, customer support may discuss an exchange or another available resolution.

Exchanges are not guaranteed for every request and may depend on product availability.

Replacements.

For certain order issues, customer support may discuss a replacement where appropriate. Replacement availability is not guaranteed.

Order cancellation.

If you want to cancel an order, contact customer support as soon as possible. Cancellation cannot be guaranteed once processing or fulfillment begins.

Order changes.

If you need to change an order, contact customer support as soon as possible. Changes cannot be guaranteed once processing begins.

Mandatory consumer rights.

Nothing in this policy is intended to exclude rights that cannot lawfully be excluded under applicable consumer-protection laws.

Return & Refund support.

Email: service@zervelna.com

Phone: +86 133 8651 4818

Customer Service Hours: 8:00 AM – 10:00 PM Daily