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Customer care

Returns & Refunds

If something is not right, we want to know, wherever you are. Here is what you can return, how to send it back from Morocco or abroad, and how quickly you will be refunded.

Last updated: 2 October 2026

On this page
  1. Changed your mind
  2. Damaged, faulty or wrong item
  3. If your skin reacts
  4. How to return a product
  5. Return shipping costs
  6. Refunds
  7. Exchanges
  8. Refused or undeliverable parcels
  9. Contact

At a glance

  • 14 days to change your mindFor unopened, sealed products, in every country.
  • 72 hours to report a problemDamaged, faulty or wrong item? Send us a photo.
  • Free when it's our mistakeWe cover return costs, in Morocco and abroad.
  • Refunded within 7 daysIn the currency you paid, once your return is checked.

01Changed your mind

You can return products within 14 days of delivery, wherever they were delivered, if they are:

  • unopened, with their seal or protective film intact;
  • in their original packaging, in a condition that allows them to be sold again;
  • complete, for ritual sets (all items of the set must be returned together).
For hygiene and safety, skincare that has been opened or unsealed cannot be returned for a change of mind. This does not affect your rights if a product is faulty.

02Damaged, faulty or wrong item

Please contact us within 72 hours of delivery with your order details and a photo of the product and its packaging. We will then, as you prefer:

  • send a replacement at no cost, or
  • refund the product in full, including the shipping fee.

In Morocco we arrange the collection ourselves. Abroad, we either send you a prepaid return label or reimburse the reasonable cost of a tracked return. Often, for a single damaged item, we will simply ask you to dispose of it, so you do not need to send anything back.

03If your skin reacts

Stop using the product and contact us. Even when a product has been opened, we review every case individually and will always look for a fair solution. If the reaction is significant, please see a healthcare professional.

04How to return a product

  1. Contact us at contact@zayliva.com or on WhatsApp [WhatsApp number] with your name, phone number, country, the products concerned and the reason for the return.
  2. We reply within one business day to confirm the return and give you the return address, or arrange a collection in Morocco.
  3. Pack the products carefully, ideally in the original box. From abroad, please use a tracked service and mark the parcel as a returned item so it is not charged import duties again.
  4. We check the return within 3 business days of receiving it and let you know the outcome.

Please do not send a parcel without contacting us first; unannounced returns may be delayed.

05Return shipping costs

  • Our mistake (damaged, faulty or wrong item): free, in Morocco and abroad.
  • Change of mind, in Morocco: send the parcel by the carrier of your choice, or ask us to collect it for a flat fee of 30 MAD, deducted from your refund.
  • Change of mind, outside Morocco: return shipping is at your expense, and so are any customs costs on the way back. Returns lost in transit without tracking cannot be refunded.

06Refunds

  • Timing: refunds are sent within 7 days of your return being approved.
  • Method: orders paid in cash on delivery in Morocco are refunded by bank transfer to an account in your name (we will ask for your RIB). Orders paid in advance from abroad are refunded by the same method you used to pay.
  • Currency: we refund in the currency you paid. We are not responsible for exchange-rate differences or fees charged by your bank.
  • What is refunded: for a change of mind, the product price, but not the original shipping fee. For our mistakes, everything, including shipping.
  • Import duties and taxes you paid on delivery abroad are collected by your country, not by ZAYLIVA, so we cannot refund them. Your carrier or customs office may be able to refund them for returned goods.

07Exchanges

Prefer a different product? Tell us when you contact us. For an unopened product within 14 days, we can exchange it for another item; any price difference is settled before the new item ships. For international exchanges, the new shipment follows our usual shipping rates.

08Refused or undeliverable parcels

  • You may refuse a parcel whose packaging is visibly damaged; just let us know so we can send a new one.
  • If a parcel is refused without reason, or returned because import duties were not paid or the address was wrong, we refund the products minus the actual shipping and return costs.
  • In Morocco, repeatedly refusing cash-on-delivery parcels may lead us to ask for payment in advance on future orders.

09Contact

Email: contact@zayliva.com
WhatsApp: [WhatsApp number]
We reply within one business day.