Refund & Return Policy

At Zollow™, we want you to feel confident when ordering from us. If something is not right, we’ll do our best to make the return process clear and straightforward. This policy applies to orders placed through Zollow™ for delivery within the United Kingdom.

30-Day Money-Back Guarantee

In addition to your statutory rights, Zollow™ offers a 30-Day Money-Back Guarantee on eligible products.

If you decide your purchase is not right for you, contact us within 30 days of receiving your order to request a return. Returned products must meet the conditions set out in this policy.

Our 30-Day Money-Back Guarantee is an additional benefit and does not affect your statutory consumer rights.

Your Right to Cancel an Online Order

Under UK distance-selling rules, you normally have the right to cancel an online order within 14 days of receiving the goods, without giving a reason. After telling us that you wish to cancel, you must return the goods within a further 14 days.

To request a cancellation or return, please contact us and include:

• your name
• your order number
• the product you wish to return
• confirmation that you wish to cancel or return the order

Change-of-Mind Returns

For approved change-of-mind returns, including eligible returns under our 30-Day Money-Back Guarantee:

• the customer is responsible for the cost of return postage
• we recommend using a tracked return service
• the product should be returned with all parts, accessories and packaging supplied with it
• the product should be handled only as reasonably necessary to inspect it

Where permitted by law, we may make an appropriate deduction if the value of an item has been reduced because it has been handled beyond what would reasonably be necessary to inspect it.

Health & Hygiene-Sealed Products

Some products may be supplied sealed for health-protection or hygiene reasons. Where a product is genuinely supplied with such a seal and is not suitable for return once unsealed, the statutory change-of-mind cancellation right may no longer apply after that seal has been broken following delivery.

This does not affect your rights if the product is faulty, damaged, incorrect or not as described.

Please inspect any hygiene-sealed product carefully before breaking the seal.

Faulty, Damaged, Incorrect or Not-As-Described Products

Please contact us as soon as possible if your order arrives:

• faulty
• damaged
• incorrect
• incomplete
• or materially different from its description

Please include your order number and, where helpful, photographs or video showing the issue.

Where goods are legitimately rejected because they are faulty or do not conform to the contract, Zollow™ will bear the reasonable cost of returning them.

Depending on the circumstances and your statutory rights, the appropriate remedy may include a refund, replacement, repair or another suitable resolution.

Nothing in this policy limits your statutory consumer rights.

Return Approval

Please contact Zollow™ before returning an item. Once your return request has been reviewed, we will provide the appropriate return instructions.

Returns sent without contacting us first may take longer to identify and process.

Return Shipping

For approved change-of-mind returns, the customer is responsible for return postage.

For approved returns involving faulty, damaged, incorrect or not-as-described goods, Zollow™ will cover reasonable return costs or provide an appropriate return solution.

Please retain proof of postage until your return has been completed.

Refunds

Once your return has been received and checked, we will confirm the outcome of your return.

Where a refund is due, it will be issued to the original payment method.

For statutory online cancellations, refunds will be made within the time required by applicable UK consumer law. For returned goods, this is generally no later than 14 days after we receive the goods back, or after you provide evidence that they have been returned if that occurs earlier.

Your bank, card issuer or payment provider may require additional time to show the refund in your account after it has been issued.

Original Delivery Charges

Where statutory cancellation rights apply and you paid for delivery, we will refund the cost of the basic standard delivery option.

If you selected a more expensive premium or expedited delivery option, we are not required to refund the additional amount above the cost of standard delivery.

Where Zollow™ provided free standard delivery, there is no outbound delivery charge to refund.

Exchanges

If you would prefer a replacement or exchange rather than a refund, contact us and we will confirm whether this is available for your product. Availability may depend on stock and the circumstances of the return.

Order Changes and Cancellations Before Dispatch

If you need to change or cancel an order before it has been dispatched, contact us as soon as possible.

We will do our best to help, but we cannot guarantee that an order can be changed or stopped once fulfilment has begun. If the order has already been dispatched, the normal return rules in this policy will apply.

Return Condition

Please return eligible products with:

• all supplied accessories
• manuals or instructions
• all original product components
• and, where reasonably possible, the original packaging

Normal inspection of a product is permitted, but excessive use, damage or missing components may affect the amount that can be refunded where the law allows.

Items That Cannot Normally Be Returned for Change of Mind

The following may not be eligible for change-of-mind returns where applicable:

• health or hygiene-sealed products after an applicable seal has been broken
• products damaged after delivery through misuse or improper handling
• items missing essential components due to customer handling

These restrictions do not remove your statutory rights where goods are faulty, damaged, incorrect or not as described.