Returns, Cancellations & Refunds
We want you to shop with confidence. This policy explains how returns and refunds work for ZAKIO orders. It does not limit your rights under UK consumer law.
Changing your mind about an online order
If you are a UK consumer buying eligible goods online, you can normally cancel without giving a reason from the time you place your order until 14 days after receiving your goods. For an order delivered in separate parts, the period normally runs from receipt of the final item. Contact us within this period to tell us clearly that you wish to cancel. You then have another 14 days to send the goods back.
Contact us through our contact page with your order number. We will provide the appropriate returns address and instructions. Please do not send a return before receiving the address.
Return condition and postage
You may inspect goods as you would in a physical shop. Please package them securely when returning them. Where permitted by law, any reduction in value caused by handling beyond what is necessary to inspect the goods may be deducted from a change-of-mind refund.
For a change-of-mind return, you are responsible for the direct cost of return postage unless we have agreed otherwise. If goods are faulty, damaged on arrival, incorrect or not as described, we will provide an appropriate remedy and cover necessary reasonable return costs where required by law.
When refunds are issued
For a valid cancellation, we refund the price of returned goods and any standard delivery charge due back under UK law. If you chose a more expensive delivery service, we do not have to refund the extra amount above standard delivery. We refund using the original payment method without a refund fee.
Where you are returning goods after cancellation, we will make the refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence you have sent them back, whichever is earlier. If no goods need to be returned, the applicable statutory refund deadline will apply. Your card issuer or payment service may take additional time to display the refund.
Faulty, damaged or incorrect products
If an item arrives faulty, damaged or different from its description, please contact us with your order number and details; photos may help but are not a condition of your statutory rights. Depending on the circumstances, you may be entitled to a refund, repair or replacement under consumer law. Your statutory rights apply regardless of the change-of-mind cancellation window.
Exceptions
Some products are legally exempt from change-of-mind cancellation rights, including certain personalised or made-to-order goods and sealed goods not suitable for return for health or hygiene reasons once unsealed. Exemptions apply only where the law permits and do not remove rights in respect of faulty goods.
Need assistance?
Please use our contact page before returning an item so we can guide you to the correct return address and next steps.