Return & Refund Policy

At ZERIVG, we want returns and refunds to be as clear and straightforward as possible.

This Return & Refund Policy applies to eligible purchases made through zerivg.com.

1. 30-Day Return Period

Eligible products may be requested for return within 30 days from the date confirmed delivery takes place.

Before sending an item back, please contact our customer care team:

• Email: service@zerivg.com

We will review your request, determine whether the product is eligible, and provide the appropriate return instructions and return address.

Please do not send a product back before contacting us. Returns sent without authorization or to an address that has not been provided by our support team may be delayed or may not be processed.

2. Conditions for an Eligible Return

Unless the product arrived damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, products returned for preference-based reasons should generally be:

• Unused or maintained in like-new condition

• Free from damage, scratches, or wear caused after delivery

• Unmodified and un-rewired

• Returned with all originally supplied components, hardware, and accessories

• Returned with lamp shades, bases, diffusers, bulbs, cords, or other removable parts originally supplied with the product

• Accompanied by product instructions or assembly inserts where provided

• Returned in the original protective packaging and outer carton where reasonably possible

We may also request proof of purchase, such as your order number or confirmation email.

Because ZERIVG offers creative table lamps combining delicate materials such as wool felt, hand-woven jute, high-transparency acrylic, brushed metal, and heavy natural marble, returned products must be packed carefully to minimize the risk of damage during return transit.

Returned items may be inspected before a refund is approved.

3. Opened or Used Products

Simply opening a product does not automatically prevent it from being returned.

However, where permitted by applicable law, preference-based returns involving opened or used products may be inspected to determine their condition. Returned products should generally not show evidence of:

• Excessive use, wear, or installation marks

• Customer-caused dents, chips, cracks, scratches, stains, breakage, or electrical damage

• Unauthorized repairs or structural alterations

• Missing hardware, accessories, shades, or components

• Damage caused by inappropriate cleaning, exposure to moisture, improper installation, or misuse

Where customer handling beyond what is reasonably necessary to inspect or evaluate a product results in a material loss of value, an appropriate deduction may be made where permitted by applicable law.

4. Items That May Not Be Returnable

Where legally permitted, certain products may be excluded from preference-based returns, including:

• Personalized, custom-built, or special-order lighting products

• Gift cards

• Products clearly identified as final sale

• Products damaged through improper installation, incorrect voltage use, or misuse

• Products modified, altered, or repaired without authorization

• Products missing significant components or hardware because of customer handling

• Other products clearly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the relevant product page or communicated before a return is approved. Nothing in this section is intended to restrict statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your ZERIVG order reasonably soon after delivery.

This is especially important for delicate lighting products and multi-material designs featuring:

• Fragile wool felt figures or shades

• Hand-woven natural jute rope textures

• High-transparency acrylic diffuser panels

• Brushed metal frames and hardware

• Heavy natural marble bases

If your order arrives:

• Cracked, chipped, dented, or broken

• Scratched or structurally damaged

• Defective or failing to operate properly

• Incorrectly supplied

• Missing hardware, accessories, or components

• Incomplete

please contact us as soon as reasonably possible.

To assist with our review, we may request:

• Your order number

• Product name

• Clear photographs of the product issue

• Photographs of internal protective packaging (foam inserts, bubble wrap)

• Photographs of the external shipping package

• A photograph of the shipping label, where available

• A short video demonstrating the wiring, electrical, or structural problem where useful

A short video can be particularly helpful for troubleshooting issues involving lamp switches, power adapters, loose joints, or multi-material assembly features.

After reviewing the information provided, we will explain the appropriate next steps based on the circumstances, applicable store policies, and relevant consumer laws.

6. Basic Product Checks Before a Return

For certain product issues, our customer support team may suggest simple checks before arranging a return. Depending on the product, these may include:

• Confirming the power adapter or plug is securely connected to a functioning outlet

• Checking that switches or inline controls are properly engaged

• Inspecting shades, bulbs, or diffusers for proper alignment

• Reviewing product-specific assembly instructions or care guidance

You are not required to continue using any product that appears electrically unsafe, broken, damaged, or otherwise unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including situations such as:

• Changing your mind

• Selecting the wrong style, finish, size, or model

• No longer wanting the item

• The product not matching your personal room aesthetic

• Other reasons that did not result from an error by ZERIVG

the customer is generally responsible for return shipping costs where permitted by applicable law.

If ZERIVG confirms that a product was:

• Damaged during delivery

• Defective or non-functional upon arrival

• Incorrectly supplied

• Incomplete

• Otherwise eligible for seller-paid return costs under applicable law

we will provide the appropriate return or resolution instructions.

Please do not purchase expensive international return shipping independently before receiving instructions from our customer care team.

8. Original Shipping Fees

For preference-based returns, original shipping charges are generally non-refundable unless:

• ZERIVG expressly states otherwise

• The return resulted from an error on our part

• The product was damaged, defective, or incorrectly supplied

• Applicable law requires reimbursement

9. Return Address

Our return location may vary depending on:

• Product type and weight (e.g., marble-base items vs. lighter accessories)

• Fulfillment center location

• Customer destination country

• Logistics and warehouse arrangements

• Reason for return

For this reason, please do not send returns to our registered corporate address unless our customer support team specifically instructs you to do so. The correct return address will be provided after your request has been reviewed and approved.

10. Preparing Your Return

ZERIVG lamps contain delicate multi-material components, including natural marble, acrylic, brushed metal, wool felt, and jute rope. Returned items must be packed carefully to reduce movement, shock, and impact during return transportation.

Where reasonably possible, please return:

• The main lamp body and base

• Shades, diffusers, and decorative covers

• Power cords, adapters, and switches

• Detachable elements and accessories

• Product instructions and assembly inserts

• Original protective foam inserts and outer packaging

Fragile components must be securely protected against scratching, chipping, cracking, or breakage while in transit. Customers are responsible for adequately packaging preference-based returns.

11. Missing Accessories or Components

Where permitted by law, a refund may be reduced if a returned product is missing items originally supplied with it, such as:

• Shades, diffusers, or marble bases

• Power cords, adapters, or hardware

• Included accessories or decorative attachments

• Product inserts and protective packaging

Any applicable deduction will depend on the circumstances and relevant legal requirements.

12. Inspection of Returned Products

After receiving a return, we will inspect the item to confirm:

• Product identity and order verification

• Return eligibility and condition

• Reason for return

• Presence of all originally supplied accessories, hardware, and components

• Integrity of delicate features like marble bases, acrylic shades, and felt or jute accents

Authorization to return a product does not automatically mean that a refund has been finally approved. Final refund eligibility is determined after the returned product has been received and inspected.

13. Refunds

Once an eligible return has been received, inspected, and approved, the refund will generally be sent to the original payment method.

After ZERIVG submits a refund, your bank, card issuer, or payment provider may need additional time (typically 3–7 business days) to process the transaction and display the funds in your account. These processing times are determined by your financial institution.

14. Possible Refund Deductions

Where applicable law allows, an appropriate deduction may be made when a product has experienced a material loss in value because of:

• Missing accessories, hardware, or components

• Excessive use or installation wear

• Customer-caused chips, cracks, scratches, stains, or breakage

• Unauthorized alterations or rewiring

• Improper cleaning or chemical damage

• Damage occurring after delivery

Any deduction will be assessed fairly according to the specific circumstances of the return.

15. Exchanges

Exchange availability depends on current inventory. Because lighting inventory fluctuates, your preferred replacement model, color, or finish may not always be available.

If a direct exchange cannot be arranged, the simplest available process is:

1. Request a return for the eligible original product.

2. Complete the approved return procedure.

3. Place a separate order for your preferred item on zerivg.com.

Please contact customer support before returning an item for exchange.

16. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible after placing it:

• Email: service@zerivg.com

We will make reasonable efforts to process your request before fulfillment begins. Cancellation cannot be guaranteed once an order has entered:

• Processing

• Picking or packing

• Specialized protective packaging

• Fulfillment or dispatch preparation

If your package has already shipped, you will need to follow the applicable return process after receiving it.

17. Refunds for Successfully Canceled Orders

If an order is successfully canceled after payment has already been processed, an appropriate refund will be issued to the original payment method. Your financial institution may require additional processing time before the refunded amount appears in your account.

18. Refused or Unclaimed Packages

Refusing a delivery does not automatically make an order eligible for a full refund.

If a package is refused, remains unclaimed, or is returned to the sender, please contact us so we can review factors including:

• Shipment status and carrier charges

• Product and packaging condition (especially for fragile marble and acrylic elements)

• Return eligibility and circumstances

Where legally permitted, reasonable return shipping fees or restocking costs resulting from refusal or failure to accept an otherwise valid delivery may be deducted from any applicable refund.

19. International Returns

International returns may involve additional shipping expenses, customs clearance procedures, carrier documentation, and transit times. Because multi-material table lamps can be fragile, appropriate protective packaging is critical for international returns.

Please contact us before sending any international return. Except where responsibility cannot legally be excluded, ZERIVG is not responsible for unnecessary shipping expenses or customs charges resulting from a return sent without following instructions provided by our customer support team.

20. Consumer Rights

This Return & Refund Policy is intended to supplement, rather than replace, rights provided by applicable consumer protection laws.

Depending on your region, you may have additional statutory rights concerning defective products, product conformity, repairs, replacements, returns, refunds, or cancellation rights. Nothing in this policy is intended to waive or restrict rights that cannot lawfully be excluded. If mandatory consumer legislation provides you with greater rights, those statutory protections will continue to apply.

21. Contact Us

For questions concerning returns, refunds, exchanges, damaged products, or order cancellations, please contact:

• Brand: ZERIVG

• Website: zerivg.com

• Legal Entity: Xinjiang Yuchuang Zhike Network Technology Co., Ltd.

• Registered Address: Room 501, Unit 1, Residential Building 1, Donghu Mingjun Residential Complex, No. 39 Qianjin West Road, Ying'awati Community, Langan Subdistrict, Aksu City, Aksu Prefecture, Xinjiang

• Unified Social Credit Code: 91652901MAEEMH7X6R

• Customer Support Email: service@zerivg.com

For questions relating to an existing order, please provide your order number and the email address used at checkout. For damaged items, please include clear photographs showing the product and its packaging so our team can review your request efficiently.

For security reasons, please do not send full payment-card numbers, CVV/security codes, or account passwords by email.

zerivg.com is owned and operated by Xinjiang Yuchuang Zhike Network Technology Co., Ltd.