Last updated: [date]
This policy applies to orders placed directly on our website, zonovaltd.co.uk. It does not affect your statutory rights as a consumer.
Your right to change your mind (14 days)
Under the Consumer Contracts Regulations 2013, if you change your mind you can cancel your order within 14 days, starting from the day after you (or someone you nominate) receive the goods. If your order arrives in several parts, the 14 days start from the day after the last item arrives.
To cancel, simply email us at hello@zonovaltd.co.uk with your order number and the item(s) you want to return. You don’t have to give a reason. Once you’ve told us, please send the item(s) back within 14 days.
Refunds
We will refund you within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them back, if that is earlier. Your refund will include the standard delivery charge you paid when you ordered (but not any extra you paid for a faster delivery option). We will refund you using the same payment method you used to pay.
If you change your mind, you will need to pay the cost of returning the item(s) to us. We recommend using a tracked service, as items remain your responsibility until they reach us.
Condition of returned items
Please return items in the same condition you received them, with all parts, accessories and original packaging where possible. You can handle an item as you would in a shop to check it, but if it has been used beyond that or damaged, we may reduce your refund to reflect the loss in value.
Items we can’t accept back for a change of mind
- Sealed hygiene items (for example some cleaning or personal care products) once the seal has been broken, for health and hygiene reasons.
- Personalised or made-to-order items.
This does not affect your rights if an item is faulty.
Faulty, damaged or wrong items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something is faulty, damaged or not what you ordered:
- Within 30 days of delivery, you can reject it and get a full refund.
- After 30 days, you can ask us to repair or replace it. If a repair or replacement isn’t possible or doesn’t fix the problem, you can ask for a price reduction or a refund.
If an item is faulty or we sent the wrong item, we will cover the reasonable cost of returning it. Please email hello@zonovaltd.co.uk with your order number, a short description of the problem and, if possible, a photo, and we’ll explain what to do next.
How to start a return
- Email hello@zonovaltd.co.uk with your order number, the item(s) you’re returning and the reason (if faulty or wrong).
- We’ll reply with the return address and any instructions.
- Pack the item securely and keep your proof of postage.
Orders from Amazon, eBay or TikTok Shop
If you bought from us through Amazon, eBay or TikTok Shop, please use that marketplace’s own returns process from your account there. Their returns and refund policies apply to those orders.
Contact
Zonova Ltd, 294a Denman Street Central, Nottingham NG7 3FP [confirm this is the registered office address]. Email: hello@zonovaltd.co.uk.