We offer a money-back guarantee on products returned within 45 days from the date of purchase. The clothing must be returned in its original packaging and must be unused. The product must not be altered, damaged, laundered, or marked in any way. Please keep in mind that your return must be shipped back to the returns warehouse within the 45-day window.
Wellness Products may be returned if their packaging is unopened and the product is unused. The product must be shipped back to the returns warehouse within the 45-day return window.
Contact the representative under which you made your purchase to initiate a return or exchange. They will process a return ID for you and provide further instructions. If you are not sure of the representative you purchased through, please reach out to Customer Service for further assistance. Please keep the tracking number for the package you are sending to our returns department.
Yes, there is a restocking fee charged per item that is returned. If the item was damaged, mis-shipped, or is an exchange, the restocking fee will not apply. The US restocking fee is $2.00. This will vary for different countries per the exchange rate.
| Country | Restocking Fee |
|---|---|
| United States | $2.00 |
| Canada | $2.50 |
| Australia | $3.00 |
If the item is damaged or mis-shipped, ZYIA will pay for the return shipping. The customer is responsible to pay for the return shipping on all other returns. On exchange orders, ZYIA will cover the shipping cost to send the new item(s) out.
Canada Only: If an item is being exchanged for the same item in another size and you reach out within 14 days of receiving your order, your exchange will qualify for a prepaid label. If your exchange qualifies for a prepaid label, please email [email protected] within 14 days of receiving your order. Please keep in mind that this is for size exchanges that are Canada orders only. Items that are being exchanged for another color or item will not qualify for a prepaid label. 1 label per order, no combining allowed; additional returns attached won't be covered if the package is lost in transit etc.
Australia Only: If you are needing to exchange your item just in another size, please reach out to Customer Support within the 45 day exchange window for further assistance.
In the United States
ZYIA Active, Returns
294 W Life Science Way Suite 400,
Draper, UT 84020-1928
In Canada
ZYIA Canada
3905 North Fraser Way,
Burnaby, BC V5J 5J2
In Australia
NPF Melbourne
Attn: ZYIA Active
PO Box 366
Somerton VIC 3062
Unfortunately, we are not able to edit return/exchanges once they have been created. If you have not yet sent the item back, we recommend you reach out to your rep so they can cancel the pending return ID in their back office. They can then create a new return, as long as the original order is still within 45 days. If the Item has already been sent back, please provide the tracking number that shows the item has been received. We will be able to assist you from there.
If there is a price difference between the original item and the new item, we will have to refund the original item and then recharge for the new item. The refund will take 3-5 business days to post to your account.
This is a number created by your representative that will have your your return/exchange request. Once it arrives at one of our returns warehouses, our returns department will be able to process your return/exchange accordingly.
Once your return has been delivered to our returns department, we kindly ask that you allow them time to review your item(s) to ensure that they are unworn and unwashed, and for them to process your request.
Processing Times for Returns and Exchanges:
United States: Up to 7 business days
Canada: 7-10 business days
Australia: 3 business days
Processing times are subject to change during high volume times.
Please note that we do not process returns/exchanges from the 1st through the 5th day of any month due to commissions being processed.
Customer Return and Refund Policy regarding non-wellness products:
ZYIA ACTIVE offers a money-back guarantee on products returned within 30 days from the date of sale to be eligible for a refund or credit. Products must be returned in their original packaging and must be unused. The product must not be altered, damaged, or marked upon in any way.
Products purchased from a Representative’s replicated website and shipped directly to the customer by the Company must be returned to the Company and the Company will issue a refund to the customer. Products sold to a customer by a Representative from her or his inventory must be returned to the Representative who sold the merchandise, and it shall be the responsibility of the Representative to issue the refund to her or his customer.
No refund is available for products damaged by abuse or misuse, or for merchandise sold on a closeout or clearance sale, or which is otherwise sold as a “special” and identified as nonrefundable.
There is a $2.00 restocking fee for each product that is returned.
Shipping costs are not refundable, and it is the customer’s responsibility to pay for return shipping charges on merchandise being returned to the Company unless the merchandise is defective or is received by the customer in damaged condition.
If a Representative returns or exchanges $300 or more in merchandise during any 12 rolling month period, the Company may treat the return as a cancellation return and may cancel the Representative’s agreement.
Please send all returns to:
Zyia Active Returns: 294 W Life Science Way #400 Draper, UT 84020-1928
ZYIA ACTIVE does not accept the return of tools for refund for any reason after one year. Representatives are responsible for all incurred shipping expenses. Additionally, ZYIA ACTIVE does not accept returns on featured flash sales.
ZYIA ACTIVE does not accept responsibility for non-standard return packaging that will result in ZYIA ACTIVE being charged for shipping on returns. Should this occur, ZYIA ACTIVE reserves the right to either refuse to accept the return or to debit the Representative’s account for amounts charged to ZYIA ACTIVE at ZYIA ACTIVE’S sole discretion.
ZYIA ACTIVE does not exchange products or tools. If you want to exchange an item for another, you may use the return policy above for credit and then purchase the desired item with that credit.
If you receive an item that arrived damaged or defective, please contact us immediately. It is your responsibility to examine each shipment of product or tools carefully, then contact us within five business days if there is a problem. We may request photos of the defect and we will require your order number. We will accept defective items and may provide a prepaid return shipping label for authorized returns of defects no more than 3 months of their purchase date.
Examples of defects include incomplete seams, non-functioning zippers, missing components, excessive pilling, or runs in fabric.
Examples of damage that are not defects include tears, snags, stains, shrinkage, stretching, abrasions, and other normal signs of wear.
If the damage or defect is a direct result of the shipping carrier, you may likewise be asked to help participate in any claims ZYIA ACTIVE may file to collect reimbursement for damages to your order. Shipments lost by a carrier are the responsibility of the Representative and their customer. Please file a claim with the shipping company immediately. ZYIA ACTIVE is happy to assist with relevant information such as ship dates and tracking but is not responsible for packages once they have left the warehouse.
If there is no resolution to locating your package within 7 business days, please notify ZYIA Active with your claim number. We regret we cannot correct any shipments, replace missing ordered product, etc. if we are not informed within 14 business days. We will work with you to repair any errors as quickly as possible.
We do not currently offer expedited shipping on either tool or product shipments.
We are unable to process returns or exchanges during the first 3-5 days of the month as we’re running commissions. We will process commissions as quickly as possible to ensure that we’re able to process your returns and exchanges as quickly as possible.
Return Policy for Wellness Products
At ZYIA Active, we strive to provide high-quality wellness products to help you achieve your health and wellness goals. Please review our return policy below:
1. Eligibility for Returns
Unopened Products: If your product is unopened, unused, and in its original packaging, you may return it within 45 days of purchase for a full refund or exchange.
Opened Products: For hygiene and safety reasons, opened wellness products are not eligible for returns or exchanges unless there is a defect or damage caused during shipping.
2. Defective or Damaged Items
If you receive a product that is defective or damaged, please contact us within 7 days of delivery.
We will offer a full refund or exchange for any defective or damaged items, including any missing components (e.g., seals, caps, or labeling).
You may be asked to provide photos of the damaged item to help expedite the process.
3. Non-Returnable Items
Opened wellness products such as Pre-Workout Powder, Protein, Prebiotics, and other consumable goods are not returnable due to health and safety reasons.
Shower Steamers, Inhale Mist, Breathe Pillow Mist, and Bath Salts are also non-returnable once opened or used, except in cases of damage during shipment.
4. Refund Process
Refunds will be issued to the original form of payment after the return is processed. Please note that shipping charges are non-refundable.
It may take 5-7 business days for the refund to be processed and for the funds to appear in your account, depending on your payment provider.
5. Exchanges
If you would like to exchange a product for a different item, please follow the return process. Exchanges for products that are damaged or defective are free of charge. We will place a new order for the desired product upon receiving the return.
Exchanges for products that are damaged or defective are free of charge.
6. How to Initiate a Damage claim:
To start a claim, please contact our customer service team at support.zyiaactive.com with the subject “Damage Item(s)”.
Provide your order number, the product(s) you wish to return, and a picture of your damaged item.
Once your return is approved, we will provide you with the instructions for returning the product and, if applicable, a prepaid return shipping label.
7. Exclusions
Items purchased during promotional sales or clearance events are also final sale and are not eligible for return or exchange.
We appreciate your understanding and are here to assist you in making your wellness journey the best it can be!
For more information on Wellness Subscriptions, please visit our Wellness Subscriptions and Return Policies.
Yes, all items purchased on a Make Room sale will be final sale meaning these items are not eligible for returns or exchanges.
When a normal return ID is created for an exchange, the item(s) requested for the exchange are not placed on hold. We are not able to guarantee that items will always be in stock once your exchange has been delivered to our returns department for processing.
An expedited exchange is processed for retail orders only. The rep/customer goes to the site and orders the item they would like in exchange before any chance of it selling out or if the new item is needed sooner. Once the items being returned reach our returns warehouse, the refund for the item(s) being returned will be processed and economy shipping on the new order will be refunded, and the restocking fee will be waived.
If requirements are not met, the exchange is unable to be processed as an expedited exchange.
1. Have your customer order the new size or item they wish to receive.
2. Create the return ID in your back office
In the notes section of the return, state that your customer has placed an exchange order already and include that order number.
Please note, we do need the new order number before you submit the return or we are not able to waive the restock fee or reimburse shipping.
3. Once our returns warehouse has received the item(s) and reviewed them, they will process the return and waive the restocking fee. We will refund economy shipping on the exchange order.
If these requirements are not met, the exchange is unable to be processed as an expedited exchange.
We can process expedited exchanges on Shopping Cart and Event Shopping Cart orders that were paid at retail price. We cannot process expedited exchanges for Personal, Enrollment, or Party/host reward orders.
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