Returns and Refunds Policy

We are committed to ensuring customer satisfaction. To provide a fair and transparent shopping experience, we offer the following returns and refunds policy:

General information

Before returning any item, please contact our Customer Support team at contact.zappyuk@gmail.com, providing your order number. Once you have contacted us, we will provide the instructions needed to continue with the return process.

You may be asked to complete a returns form in order to proceed.

Return shipping costs: If the return is due to an error by Zappy, such as receiving the wrong product or an item that does not match the specifications of your order, the return shipping cost will be refunded. The customer may initially be responsible for the return shipping cost, and Zappy will reimburse the amount after confirming the error.

Returns due to cancellation, change of mind, dissatisfaction or receiving the wrong product

If you are not satisfied with your order, have changed your mind, wish to cancel your purchase, or have received the wrong product, you may request a return in accordance with your statutory rights under UK consumer law.

For most online purchases, you have the right to cancel your order within 14 days after the day you receive the goods, without giving any reason. After informing us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the day you told us about your cancellation.

Conditions for returns:

The product must be returned in suitable condition, with original labels and proof of purchase included whenever possible.

You may inspect the item as you would in a physical shop. However, we may reduce the refund amount if the product has been used, washed, damaged or handled beyond what is necessary to check its nature, characteristics and functioning.

Please include a note explaining the reason for the return, as this helps us improve our products and services.

Free gifts or promotional items may not be eligible for exchange or refund, unless they are faulty or required to be returned as part of the original order.

Inspection and refund:

Once we receive the returned product, we will inspect its condition.

If the return is approved, the refund will be processed within 14 days of receiving the returned item, or within 14 days of receiving proof that the item has been sent back, where applicable.

The refund will be made using the same payment method used for the original purchase, unless another method is expressly agreed.

Where applicable, we will refund the standard delivery cost paid for the original order. If you selected a more expensive delivery option, we are only required to refund the cost of standard delivery.

Faulty products

If your product is faulty, damaged or not as described, please contact our Customer Support team as soon as possible and provide your order number, photos or videos of the issue, and a brief explanation of the fault.

Under UK consumer law, goods must be as described, fit for purpose and of satisfactory quality.

If a fault is confirmed, you may be entitled to a repair, replacement or refund, depending on the circumstances and the time elapsed since delivery.

Conditions for faulty product claims:

The product must not show signs of misuse, accidental damage, improper handling, unauthorised repair, washing contrary to care instructions or normal wear and tear.

Please provide a detailed explanation of the issue so that we can assess the case correctly and continue improving our products.

Replacement timeframe:

If a replacement is approved, the defective product may be replaced after it has been received and assessed by Zappy.

If the same product is no longer available in stock, the customer may choose another product, paying any price difference where applicable, or request a refund where required by law.

Refund for faulty products:

If a refund is approved for a faulty product, the amount will be refunded within the applicable legal timeframe. Where possible, the refund will be made using the same payment method used for the original purchase.

Exclusions

We do not offer exchanges or refunds for damage caused by misuse, improper use, accidental damage, failure to follow care instructions or normal wear and tear.

This does not affect your statutory rights.

Statutory rights

Nothing in this policy limits or excludes your statutory rights under UK consumer law.