Refund policy

RETURNS & REFUNDS POLICY

At Zoléa Home, we want you to feel confident about your purchase. If you wish to return an item or need assistance with your order, please contact our customer care team at info@zoleahome.com.

This policy explains our returns process and does not limit your statutory consumer rights.

1. Our 30-Day Return Period

You may notify us that you wish to return your purchase within 30 calendar days after receiving it, without giving a reason.

For products from a single order delivered separately, this period begins on the day after you receive the final product.

After notifying us, please send the items back within 14 calendar days.

Our 30-day return period extends the standard statutory withdrawal period. Any longer rights provided by applicable law remain unaffected.

2. How to Return an Item

Email info@zoleahome.com with your order number and the items you wish to return. A clear statement that you wish to withdraw from your purchase is sufficient. Giving a reason is optional.

Our team will provide instructions to help you arrange the return. Your statutory right of withdrawal does not depend on our approval.

Please pack the items securely and include enough information for us to identify your order. Use the original packaging where reasonably possible.

We recommend using a tracked delivery service and retaining your proof of postage until the return has been resolved.

Do not assume that the sender’s address printed on your parcel is the correct return address. Contact us if you are unsure where to send your return.

3. Condition of Returned Items

You may inspect an item as you reasonably would in a physical shop to establish its nature, characteristics and functionality.

If handling goes beyond what is necessary for that inspection and reduces the item’s value, we may make a proportionate deduction where permitted by law. Any deduction will reflect the actual reduction in value and will be explained to you.

Opening ordinary packaging does not automatically remove your right to return an item. Please return any supplied accessories and components.

Different rules apply to the specific exceptions described below.

4. Return Shipping Costs

For a change-of-mind return, you are responsible for the direct cost of returning the goods, provided this was clearly disclosed before your purchase.

Where an item is faulty, damaged on arrival, incorrect or otherwise does not conform to the contract, we will cover the necessary return costs associated with resolving the issue.

Please contact us before arranging a return for a faulty or incorrect item so that we can provide an appropriate return method.

We do not charge a standard restocking or administration fee for exercising your right of withdrawal.

5. Refunds

For a valid withdrawal, we will refund the amount due without undue delay and within 14 calendar days after receiving your withdrawal notice.

We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

Refunds are issued using the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

When you return your entire order, any standard outbound delivery charge paid will also be refunded. Additional charges for an optional premium delivery service are not refundable beyond the cost of our least expensive standard delivery option.

Where delivery was free, no outbound delivery charge is deducted from your refund.

For a partial return, we refund the amount paid for the returned items. Original delivery charges are refunded where required by law.

Your payment provider may require additional time to display the refund after it has been issued.

6. Exceptions to Change-of-Mind Returns

Where the relevant legal conditions are met, the right of withdrawal does not apply to:

Goods made to your individual specifications or clearly personalised.

Goods that deteriorate or expire rapidly.

Sealed goods genuinely unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

Goods that have become inseparably mixed with other items after delivery.

An item is not automatically excluded simply because its packaging has been opened or because it belongs to a particular product category.

These exceptions do not remove your rights if an item is faulty, damaged or incorrectly supplied.

7. Cancelling Before Dispatch

If you wish to cancel an order, contact info@zoleahome.com as soon as possible.

We will try to stop dispatch, but this may not be operationally possible once fulfilment has started.

This does not remove an applicable right of withdrawal. You may notify us of withdrawal before delivery, and we will explain how any goods already dispatched should be returned.

8. Damaged, Faulty or Incorrect Items

If your order arrives damaged, contains the wrong item or does not work as it should, please contact info@zoleahome.com promptly.

Include your order number and a description of the issue. Where reasonably possible, photographs of the item and packaging can help us assess the problem.

We will provide the remedy required by applicable consumer law. Depending on the circumstances, this may involve repair, replacement, a price reduction or a refund.

Any repair or replacement required under your statutory rights will be provided free of charge, within a reasonable time and without significant inconvenience.

We do not impose a blanket requirement to accept a replacement before receiving a refund where the law entitles you to a refund.

The 30-day change-of-mind period does not limit your statutory rights concerning faulty or non-conforming goods.

9. Problems Developing After Use

If a product develops a fault after use, please contact us so that we can assess the issue.

Normal wear consistent with the product’s expected lifespan, accidental damage and problems caused by misuse do not, by themselves, establish a product defect.

However, components subject to wear are not automatically excluded from statutory protection. Premature failure may still indicate that a product does not meet the standards you are legally entitled to expect.

Your statutory rights may continue beyond any manufacturer’s commercial warranty.

10. Missing or Undelivered Parcels

If your parcel has not arrived, contact info@zoleahome.com. We will investigate with the delivery provider and explain the available resolution.

Where we arrange delivery, responsibility for the goods generally remains with us until you or a person nominated by you takes physical possession, subject to applicable legal exceptions.

We will not require you to accept repeated replacement shipments where you are legally entitled to cancel and receive a refund.

11. Refused or Uncollected Deliveries

Please provide accurate delivery information and follow reasonable collection instructions.

If a parcel is refused or remains uncollected, contact us to confirm whether you wish to cancel or arrange another delivery. Refusal or non-collection alone may not clearly communicate withdrawal.

We do not automatically retain the full order value. Any proposed recovery of additional delivery or return costs must be lawful, justified and explained.

Your statutory cancellation and refund rights remain unaffected.

12. Customs and Import Charges

Any applicable information about import charges must be disclosed before purchase.

If a carrier requests an unexpected customs payment, contact info@zoleahome.com with the payment notice so that we can investigate.

This policy does not make you responsible for charges that were not properly disclosed or that applicable law requires us to bear.

13. Contact

For returns, refunds or assistance with an order, please contact:

Zoléa Home
Email: info@zoleahome.com